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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager, IT Application Managed Services - **Company:** Tiffany & Co - **Location:** Paris, France (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Application Portfolio Management, Software as a Service, Information Systems, IT Management, Information Technology, Servicenow - **Published:** May 29, 2026 - **Apply:** https://dejobs.org/x/x/893B7116083D49D6A038F3AFA138736D/job/ ## About the Role * Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience). * 8-10+ years of IT experience with significant exposure to Application Managed Services / outsourcing models. * 2-3+ years of experience managing vendors/service providers and holding them accountable to SLAs and deliverables. * Strong understanding of IT service management concepts (ITIL-aligned incident/problem/change processes) sufficient to govern vendor execution. * Demonstrated experience with budgeting, forecasting, invoice validation, and financial tracking for managed services. * Demonstrated capability to negotiate scope, service conditions, and commercials/pricing with vendors (in partnership with Procurement/Legal where applicable). * Strong communication and stakeholder management skills, including executive-level reporting and negotiation. * Experience with service management tools (e.g., ServiceNow) and reporting/metrics. Preferred Qualifications * ITIL Foundation certification. * Experience managing AMS for SaaS and subscription-based services. * Experience in global, multi-region environments and working with offshore/onshore delivery models. * Familiarity with governance frameworks, vendor scorecards, and service improvement planning ## Description The Manager - IT Application Managed Services (AMS) is accountable for the governance and performance management of external service providers delivering AMS for a defined application portfolio. This role ensures vendors meet contractual commitments and service levels, provides oversight of operational delivery (without directly managing day-to-day incident/problem execution), and drives continuous improvement, cost optimization, and service maturity. A key focus is enabling cross-vendor collaboration to support end-to-end business process outcomes across integrated application landscapes. Success in this role requires strong, proactive alignment with two critical stakeholder groups: the IT Service Center (front-line intake, triage, and user experience) and Product Teams (roadmaps, releases, and product health). The Manager partners with Product, Application Owners, Infrastructure, Security, and Finance/Procurement to ensure vendor-delivered services align to business priorities and technology standards., Vendor Governance & Service Performance Management: * Act as the primary IT point of contact for AMS service providers for assigned application scope. * Establish and run vendor governance routines (weekly operational reviews, monthly service reviews, quarterly business reviews). * Monitor vendor performance against SLAs and contractual KPIs (availability, responsiveness, backlog, change success rate, knowledge quality), ensuring corrective actions are executed. * Review vendor RCA reports and improvement plans; challenge quality and timeliness of deliverables and ensure closure of actions. * Ensure vendors maintain appropriate documentation (runbooks, SOPs, knowledge articles) and operational readiness artifacts. Financial & Commercial Management: * Lead/participate in commercial negotiations with vendors for new scope, changes in service conditions, and pricing, diligently pursuing a continuous productivity practice to ensure value for money and alignment to service expectations. * Identify and deliver cost optimization opportunities while maintaining service quality. * Manage AMS financial administration for the scope: budget planning, forecasting, cost tracking, and variance explanations. * Validate vendor invoices for accuracy and correct allocation (projects vs. run, GL coding) in line with company policy. * Support contract lifecycle activities with Procurement/Vendor Management (SOWs, renewals, rate cards, scope changes). * Review and challenge vendor proposals, assumptions, and effort estimates; negotiate deliverables, acceptance criteria, and commercial terms in partnership with Procurement and Legal as required. Cross-Vendor Collaboration & End-to-End Service Delivery * Drive cross-vendor operating rhythms (shared governance, joint triage, integrated reporting) to ensure seamless service across multi-vendor environments. * Facilitate collaboration between vendors supporting different applications/technology towers to resolve handoffs, reduce "swivel-chair" support, and improve end-to-end business process performance (e.g., order-to-cash, procure-to-pay, inventory-to-fulfillment). * Define and enforce clear RACI, escalation paths, and cross-vendor accountability for integrated services and shared outcomes. * Lead cross-vendor initiatives to improve knowledge sharing, reduce recurring cross-system issues, and strengthen integration support. Service Improvement & Standardization * Drive continuous improvement initiatives with vendors (process adherence, shift-left, automation opportunities, reduction of recurring issues, improved documentation quality). * Define and track service improvement plans (SIPs) and ensure measurable outcomes. * Promote standard ways of working across vendors (templates, reporting, governance cadence, escalation paths). Stakeholder Alignment: IT Service Center & Product Teams * Foster strong day-to-day partnership with the IT Service Center to ensure effective intake, routing, escalation paths, knowledge availability, and a consistent end-user support experience. * Maintain tight alignment with Product Teams to anticipate roadmap-driven support impacts, ensure operational readiness for releases, and align vendor priorities to product health and business outcomes. * Establish clear engagement models (RACI, escalation, communications) between vendors, IT Service Center, and Product Teams to reduce friction and improve time-to-resolution across the service chain. * Provide clear, business-ready reporting on vendor performance, risks, and improvement progress to IT leadership and stakeholders. * Ensure effective escalation management and timely stakeholder communications for service risks and chronic issues (without owning operational execution). * Collaborate with Security, Risk, and Compliance teams to ensure vendors meet required controls, access standards, and audit needs. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Microservices? 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