Application Service Delivery Manager

Why GMF?

GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and national requirements in local markets. Latin American country operations include Brazil, Chile, Colombia, Mexico, and Peru.

About the role

The Application Service Delivery Manager/System Reliability Engineer will be responsible for the lifecycle of various applications. This encompasses initial deployment, through releases, platform upgrades, component refresh cycles, etc., and decommission or replacement. They are also responsible for the end-to-end service availability and meeting business requirements for performance whilst ensuring compliance and production costs control. Our primary focus is ensuring safe and available systems for the GM Financial International business.

What you need

• 5 years’ experience in Application Service Delivery ideally managing financial & compliance tools
• Familiarity with AIOps and self-healing resiliency practices
• Experience in CI and CD, DevOps automation and test automation with a drive for continual learning
• Experience with automation toolsets and a mandate to automate everywhere for repeatability, scale, and efficiency
• Experienced with outsourced and insourced delivery model
• Experience in SRE or similar roles, with a strong emphasis on root cause analysis, observability, and problem management
• ITIL Service Management qualification preferred.
• Multi-platform Cloud knowledge and expertise preferred
• Strong communication and influencing skills
• Solid understanding of technology such as Unix, Windows, Oracle Financials
• Specialization in management information systems and/or Computer Science would be highly desirable

What you will be doing

The Application Service Delivery Manager/System Reliability Engineer will initially be a hybrid role as GMF International Operations transform our application portfolio. Legacy platforms will require a more traditional ITIL based management methodology (SDM). Applications supported will be transitioned to the cloud where they will then manage as Site Reliability Engineer (SRE).

Service Delivery Manager

• Manage end to end availability for relevant applications and supporting infrastructure components:
• Work with relevant Release Manager(s) to ensure defect & bug fixes, non-functional system changes, patches and upgrades are prioritized and planned into block releases and deployed in an efficient and timely manner.
• Identify areas of risk to the relevant application services. Manage mitigation activities and escalate as appropriate.
• Review all Changes and Releases ready for approval into Pre-production and then to Production.
• Manage all Major Incidents for relevant applications during the business day.
• Take part in the team callout rotation to manage Major Incidents outside of the business day as required.
• Lead the Service Delivery teams (external and internal) to ensure operational SLA compliance.
• Work with executive leadership to ensure success of various initiatives including but not limited to: new markets, new products and M&A.
• Adhere to the Problem Management Process by ensuring agreed RCA’s are delivered by the Service Delivery teams and subsequent PAIs are managed through to completion.
• Contingency management for the relevant applications ensuring:
• Backup and recovery valid and up to date
• Manage Disaster Recovery testing with suppliers and business partners and keep documentation up to date in line with the application classification.
• Raise security exceptions for any non-compliance.
• Ensure scheduled health checks are carried out such as:
• Service validation
• Batch process complete
• Work with Architecture to manage currency of all elements including Software support and levels, certificate and licenses.
• Work with Project and Release Managers to ensure supportability for application or infrastructure releases/changes.
• Work with Relationship managers, Application owners, Release managers, Architects and Business analysts to establish a schedule of change and agree application governance.
• Track and manage the application through appropriate KPIs and Measures for monthly review.
• Identify improvement opportunities such as reduce application maintenance & sustain costs.
• Manage Compliance, Audit and Vulnerability requests for managed applications as required.
• Ensure resultant actions are completed in the timescales given.
• Act as primary contact for all internal and external audits within application remit.
• Partner with Global teams for Transformation and BAU projects.

Site Reliability Engineer

SRE is the focused effort to improve the reliability and accelerate cloud adoption for the systems and applications under the purview of the VP, International Operations (IO) Technology Production Support and Resiliency Engineering. In this role, you will be responsible for implementing and delivering the SRE strategy for the IO Technology organization. You will drive better visibility into KPIs working in partnership with the product teams, and proactively mitigate risks to application performance. You will work closely with product teams to understand their needs and identify opportunities to improve the reliability and availability of their applications.

SRE role will be responsible for all legacy (SDM) responsibilities that apply in addition to:

• Create, innovate, and manage initiatives that drive improvements to the availability, scalability, latency, and efficiency of applications and product.
• Accountable for implementing a comprehensive SRE strategy to ensure that the systems are highly available and reliable, with minimal downtime or disruption to business operations.
• Responsible to identify and mitigate potential risks that could negatively impact system reliability and availability. This includes identifying potential failure points and developing contingency plans to minimize downtime.
• Works closely with product development teams to ensure that SRE practices are integrated into product architecture and operations.
• Produce standardized metrics and KPIs to measure application performance and regularly report these metrics to key stakeholders.
• Keep IO systems secure and available.

What we offer

At GM Financial we want you to be the most authentic version of yourself. We take care of your work-life balance by programming wellness and integration activities, where you will strengthen your relationships with peers and contribute towards the development and wellbeing of your community, while providing you with a competitive salary and benefits. Some of our global benefits include Extended Maternity & Paternity Leaves, Personal Days & Community Investment hours.

Mexico: Additional benefits include Medical Plans, Profit Sharing, Life Insurance, Savings Fund & Pension Plan and others.

#LI-MON

Disclaimer

Mexico - GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, gender expression, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms.