Sr. Associate Supplier Management

Career Category Operations

Job Description

Job Title: Sr. Associate Business Operations Supplier Management (L4) Production Application Support/Application Run Management

Position Summary Manager, Production Application Support/Application Run Management is responsible for leading a team that delivers reliable, high-quality support for production applications across L1, L2, and L3 tiers. This role ensures effective incident and service request resolution, manages supplier performance and contracts, and drives operational excellence through SLA oversight, reporting, and continuous improvement. The manager serves as a key escalation point and communicates effectively across all levels of the organization.

Key Responsibilities

Application Support Leadership (L1/L2/L3)

Lead and oversee day-to-day production application support across L1, L2, and L3 teams

Ensure timely resolution of incidents, service requests, and problem records

Drive root cause analysis and implement preventive measures

Maintain high system availability, performance, and reliability

Incident & Service Request Management

Serve as the primary escalation point for complex or high-impact incidents

Coordinate cross-functional teams to resolve critical issues

Ensure adherence to incident management and service request processes

Oversee prioritization, triage, and resolution workflows

Supplier & Vendor Management

Manage third-party suppliers providing application support services

Monitor supplier performance against SLAs and contractual obligations

Conduct regular performance reviews and drive corrective actions as needed

Contract & Financial Administration

Oversee contract lifecycle activities, including support onboarding, renewals, amendments, and offboarding

Serve as the administrator for the ServiceNow Contract Change Request (ARM) module

Ensure contract changes are properly documented, approved, and implemented through the ARM workflows in a timely manner

Conduct monthly invoice audits with suppliers for all application support activities

SLA Monitoring & Reporting

Track, and report on SLAs, KPIs, and operational metrics

Provide regular performance reports to stakeholders and leadership

Identify trends and implement improvements to meet or exceed targets

Communication & Stakeholder Engagement

Communicate effectively with technical teams, business stakeholders, and senior leadership

Provide clear updates on incidents, risks, and operational performance

Facilitate meetings, reviews, and governance forums

Team Leadership & Development

Lead, mentor, and develop a team of support professionals

Foster a culture of accountability, collaboration, and continuous improvement

Ensure appropriate staffing, training, and resource planning

Qualifications

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)

Proven experience managing application support teams (L1/L2/L3) in a production environment

Strong understanding of ITIL processes (Incident, Problem, Change Management)

Experience managing suppliers and service delivery contracts

Familiarity with ServiceNow (including contract/change request modules)

Demonstrated ability to manage escalations and high-pressure situations

Excellent communication and stakeholder management skills

Key Competencies

Operational excellence and process improvement

Analytical thinking and problem-solving

Vendor and contract management

Effective communication across all organizational levels

Success Measures

SLA compliance and service performance metrics

Reduction in incident volume and repeat issues

Supplier performance and accountability

Stakeholder satisfaction

Timely and accurate contract administration

What you can expect of us As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way. In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

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As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

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