• Serve as the primary senior point of contact for AMS topics with business, product, and technology leaders.
• Collaborate with Business Heads and senior partners to address open and recurring incidents, problems, and service concerns.
• Communicate service performance, risks, and improvement plans through regular reviews and clear reporting.

Application Rationalization & Product Operating Model

• Support and influence application rationalization efforts to simplify the software environment and reduce technical debt.
• Align AMS services and priorities with the Product Operating Model and product/portfolio roadmaps to enable business growth and transformation.

Service & Incident Management

• Oversee daily AMS operations across regions; ensure consistent triage, prioritization, and resolution of incidents and service requests.
• Coordinate with application developers, system analysts, and product teams for domain expertise during complex incidents and problem investigations.
• Ensure clear, timely communication of incident impact, status, and final resolution to Portfolio Leaders and key partners.

Problem Management & Analytics

• Analyze aggregated event and issue data across portfolios to identify recurring challenges, key trends, and systemic risks.
• Drive formal problem management, including RCAs, action plans, and verification of effectiveness.
• Engage with the Support Vendor Manager and other partners to call out chronic issues, require RCAs, and track remediation.

Service Change & Transition

• Work with vendors and internal teams to coordinate Service Introduction and Service Change activities for new or enhanced applications.
• Ensure readiness criteria (e.g., monitoring, runbooks, KB articles, support model, SLAs) are met before launch or transition to support.
• Govern organizational change practices to minimize risk to production stability.

Governance, Reporting & Continuous Improvement

• Define, track, and report global AMS benchmarks (e.g., MTTR, incident backlog, change failure rate, availability, customer satisfaction) to partners.
• Run regular service reviews with regions, vendors, and business partners; agree on improvement actions and drive them to closure.
• Find opportunities for automation, self-service, and “shift-left” support to improve user experience and reduce manual effort.

Knowledge & Standards

• Ensure robust knowledge management, including runbooks, SOPs, and knowledge base articles, and drive reuse across regions and vendors.
• Promote consistency to standards, policies, and architectural guidelines, and influence updates based on AMS insights and lessons learned.

Skills and experience that will lead to success

Behavioral Skills

• Executive leadership: Effectively leads and develops global teams (employees and contractors); sets clear direction, expectations, and standards.
• Trusted partner: Builds and maintains trust with senior business and technology leaders; operates as a credible advisor.
• Strategic and focused: Balances long-term AMS strategy with short-term execution; sets priorities, makes trade-offs, and drives accountability for outcomes.
• Customer-focused: Strong customer-service orientation with a focus on business value, user experience, and reliability.
• Influence and customer management: Persuades and aligns various partners (including vendors and senior leaders) around decisions and change.
• Change leadership: Comfortable with ambiguity; effectively leads teams through change and drives adoption of new methods, systems, and operating models.
• Data-driven: Uses metrics and analytics to inform decisions, challenge assumptions, and improve performance.
• Collaboration across cultures: Works effectively across regions, cultures, and time zones; navigates organizational politics constructively.
• Advanced problem-solving: Anticipates and proactively addresses issues; calls out appropriately and drives resolution of complex, multi-functional problems.
• Clear communication: Communicates complex topics in a simple, structured way to both technical and non-technical audiences, including senior leadership.
• Detail-aware with strategic view: Comfortable operating at the right level of detail while maintaining a broad, strategic perspective.

Functional Skills

• IT Service Management (ITSM): Deep experience with ITIL processes—especially Incident, Problem, Change, and Configuration Management—and their application at scale.
• Vendor and contract management: Validated ability to lead strategic vendors and contractor resources, including performance management, commercial oversight, and negotiation.
• People leadership: Experience leading, coaching, and developing global teams; workforce planning across employees and contractors.
• Financial management: Experience owning and optimizing run budgets (Opex), including forecasting, cost transparency, and cost optimization initiatives.
• Stakeholder / relationship management: Skilled at managing expectations and relationships with senior business, product, and technology stakeholders.
• Business and domain acumen: Ability to understand core business processes and how AMS-supported applications enable them; links AMS performance to business value.
• Architecture awareness: Working knowledge of system architectures supporting one or more core business areas (integrations, data flows, dependencies, cloud/on-prem patterns).
• Service performance & reliability: Experience with system performance management, monitoring, observability, capacity planning, and availability/reliability engineering practices.
• Testing & release in support context: Familiarity with testing methodologies (functional, regression, UAT, performance) and transition-to-support / service introduction practices.
• Process and service metrics: Experience defining, tracking, and reporting SLAs, OLAs, KPIs, and OKRs; using these to drive continuous improvement.
• Continuous improvement & quality: Hands-on experience applying continuous improvement and quality methodologies (e.g., Lean, Lean Six Sigma, Six Sigma) to AMS processes.
• Consultative problem solving: Able to diagnose complex issues across vendors, teams, and technologies and recommend pragmatic, prioritized remediation.
• Standardization & simplification: Ability to simplify and standardize complex AMS processes and application landscapes across regions and solution lines.
• Technology familiarity: Broad understanding of relevant technologies and third-party solutions within the portfolio, sufficient to challenge vendors and support teams optimally.

How we support our colleagues

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!

Our continuous learning culture inspires and equips you to learn, share, and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is