Application Support Delivery Manager, SVP

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience.

We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride.

If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

Citi is hiring an Application Support Delivery Manager to partner with a dedicated team in assessing the reliability, efficiency, and continuous improvement of critical application portfolios across a globally scaled technology environment. In this role, you will own the full lifecycle of application support operations — spanning incident and problem management, vendor oversight, capacity planning, financial oversight, and service improvement — with direct influence over technology strategy and business outcomes.

This is a senior leadership position where your decisions shape the operational standards and service quality that Citi's business depends on every day.

• Lead multiple application support initiatives across all dimensions of people management, including performance evaluation, compensation decisions, recruitment, and team development to build a high-accountability, high-performance environment.
• Manage end-to-end application support delivery across incident management, problem management, and knowledge management practices, driving measurable improvements in service quality and end-user efficiency.
• Oversee compliance, timesheet accuracy, and delivery governance to ensure teams operate proactively and consistently meet agreed service standards.
• Own financial program management for the support function, tracking metrics across resource efficiency, testing progress, and operational performance to inform budgetary and strategic decisions.
• Manage third-party vendors and offshore managed service providers, holding them accountable to contractual performance expectations and service level agreements.
• Define and implement a capacity management framework that governs application throughput and latency, maintaining system reliability at enterprise scale.
• Represent the technology function in business review forums, translating operational data and performance metrics into clear insights that support commercial and strategic decision-making.
• Establish application onboarding standards and work with development teams to embed stability and supportability into new services from the outset.

• 10+ years experience with demonstrated leadership of application support functions within a large, complex technology environment, with full accountability for teams, budgets, and service…