Manager, Application Service Delivery

3 weeks ago

Vancouver, Canada Mark Anthony Wine & Spirits Full time

Mark Anthony Group is one of North America's most successful privately held alcohol beverage companies. We are a leading producer and distributor of fine wine, premium Ready to Drink (RTD) products, and spirits in the Global beverage alcohol industry. We are an innovative and ambitious organization with a successful track record of building successful and disruptive brands, including the iconic Mike’s Hard Lemonade and White Claw.

As the Manager, Application Service Delivery you will be responsible for bridging the gap between the business needs and technical execution in an Agile Product based organizational structure. You will play a critical role in defining and prioritizing the support backlog, driving vision, and ensuring the delivery of valuable solutions that align with business objectives.

What you'll do:
• Collaborate with TPOs, PTPOs & Tech Leads to understand product or technical goals and translate them into a clear and compelling support vision.
• Elicit and gather requirements from stakeholders, customers, and end-users to create and manage a well-defined support items.
• Prioritize backlog items based on business value, technical feasibility, and customer impact to maximize ROI.
• Act as the voice of the customer and the business, working closely with the development team and other stakeholders to ensure the timely delivery of high-quality support.
• Establish service level agreements and manage Tier 2 support team members by adhering to pre-defined SLAs. Manage escalations, onboard applications into AMS process, manage vendor performance, and continue to re-fine AMS processes. Manage one-off initiatives to automate processes as needed.

What you have:
• 5+ years experience leading a team in a similar capacity
• Proven experience in managing analysts, external vendors, application support portfolio management, working with technical teams in an Agile environment.
• Strong track record of successful support process ownership, strategy development, and execution.
• Deep, hands on experience troubleshooting applications and support process enablement expertise
• Bachelor's Degree in a related field required

We are growing a lasting legacy in the beverage alcohol industry, with people first. Apply now
Mark Anthony Group is an equal opportunity employer. We encourage applications from individuals of all backgrounds who are eligible to work in Canada.
We thank all candidates for their interest in MAG and we will reach out to those candidates that are under consideration. If you are contacted for an interview and require accommodation during the recruitment process, please contact your recruiter.
_________________________________________________________________________
At Mark Anthony, we live by our 5 Core Values every day:

Sense of Urgency
Our business moves fast and so do we. We understand the power of now. We have relentless drive and believe it if can be done, we're the ones who will do it first.

Authenticity
We need to stay real because our brands, our stories and our culture must remain genuine to thrive. When we have the best intentions for all, we create space to be our whole selves and do great things together.

Simplicity
Our lives are complicated enough. So why use 50 words when you can use 5? We thrive in ambiguity and change, but we also know how to translate our goals into simple explanations and actions.

Humility
Egos distract us. When we're humble, we're open to listen, take feedback and change direction quickly. We're here for each other, and together we do great things.

Trust
We respect and rely on each other. Trust is the backbone of our relationships, and we work hard not to break it. This level of trust allows us to be all-in and take comfort in the support of our teams.

 

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