Global Application Maintenance & Support (AMS) Leader

Global Application Maintenance & Support (AMS) Leader The Senior Director, coordinating Global Application Maintenance & Support (AMS), is accountable for the strategy, governance and delivery of AMS services across North America, EMEA, APAC and LATAM. This role leads global AMS teams (employees and contractors) and strategic vendor partners to ensure the stability, availability, performance and security of in-scope applications that support core business processes. The Senior Director defines and evolves the global AMS operating model; coordinates major incident and problem management and works closely with business and technology leaders to improve service quality, reduce run costs, and support product and portfolio roadmaps. Aon is in the business of better decisions At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive, team with varied strengths, and we are passionate about helping our colleagues and clients succeed. What the day will look like Global AMS Strategy & Operating Model Define and evolve the worldwide AMS approach, operating model and service catalogue across regions and solution lines. Drive standardization of AMS processes, tools and practices where practical, while allowing for regional needs. Service Delivery & Reliability Accountable for the availability, reliability, performance and security of in-scope applications in line with agreed SLAs and OLAs. Supervise end-to-end Incident, Problem and Organisational Change for production applications, including governance of ITSM processes and tools. Ensure effective monitoring, observability and capacity planning to minimize business disruption. Major Incident & Problem Management (within AMS) Lead the resolution of Priority 1 and Priority 2 major incidents and other critical issues, ensuring timely decision making and clear communication. Lead problem management and root cause analysis (RCA) for recurring and high-impact issues; ensure sustainable corrective and preventive actions are implemented and tracked. Vendor & Partner Management Lead strategic AMS vendors and contractor resources, providing clear governance, performance management and customer concern paths. Partner with Service Management Organization to provide governance and performance Management standards. Ensure vendors adhere to SLAs, security and compliance requirements, and contribute to continuous improvement and automation initiatives. Partner with Vendor Management and Procurement on contract terms, service levels and cost optimization. People Leadership Directly lead and develop a global AMS organization (employees and contractors), including hiring, coaching, performance management and succession planning. Foster a culture of accountability, customer focus, knowledge sharing and continuous improvement across regions and teams. Risk, Security & Compliance Ensure that AMS services and processes meet security, compliance and regulatory requirements, including regular patching, vulnerability management and audit readiness. Maintain and lead AMS-related risk registers and remediation plans in partnership with Security, Risk, and Compliance teams. Financial & Demand Management Own AMS budgets and forecasts; monitor and lead run costs, including vendor spend and resource allocations. Drive initiatives that reduce support costs, improve efficiency and optimize the application landscape (e.g., rationalization, automation, shift-left). Partner with Product, Portfolio and Delivery teams on demand planning and transition-to-support for new or changed applications. Stakeholder & Business Engagement 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