Sr. Manager, Enterprise Application Support

Overview:

We are seeking a dynamic and experienced Senior Manager, Enterprise Applications, to lead and manage our portfolio of enterprise-level applications, including COTS (Commercial Off-The-Shelf) and SaaS (Software-as-a-Service) solutions. This role will oversee a team of professionals, manage vendor relationships, and ensure the delivery of high-quality application services that align with business goals. The ideal candidate will have a strong technical background, proven leadership skills, and experience in enterprise application management. They will also serve as a champion for implementing ITIL and ITSM best practices, ensuring operational excellence across the organization.

Key Responsibilities:

• Leadership and Team Management:

• Lead and mentor a team of application administrators, analysts, and support staff.
• Foster a collaborative and high-performance work environment.
• Define team goals, provide regular feedback, and support professional development.
• Application Management:
• Oversee the operation, maintenance, and optimization of enterprise applications, including COTS and SaaS solutions.
• Develop and implement strategies to ensure application reliability, scalability, and security.
• Manage application upgrades, migrations, and integrations.

• ITIL and ITSM Advocacy:

• Champion the adoption of ITIL and ITSM best practices across application management processes.
• Develop and refine incident, problem, and change management procedures to ensure efficient operations.
• Promote a culture of continual service improvement, aligning IT services with business needs.

• Vendor Management:

• Serve as the primary point of contact for application vendors and service providers.
• Assist/lead in negotiations contracts, monitor service level agreements (SLAs), and ensure vendor compliance.
• Evaluate and recommend vendor solutions that meet organizational needs.

• Project and Program Management:

• Plan and manage enterprise application projects, including implementations, enhancements, and decommissioning.
• Collaborate with stakeholders to gather requirements and ensure alignment with business objectives.
• Monitor project progress, budgets, and timelines.

• Strategic Planning and Governance:

• Develop and implement an enterprise applications roadmap in alignment with IT and business strategies.
• Establish governance processes to ensure consistent application lifecycle management.
• Stay informed about emerging technologies and trends to drive innovation.

• Support and Incident Management:

• Ensure timely resolution of application issues and incidents.
• Develop and enforce standards for application support and documentation.
• Conduct root cause analyses and implement preventive measures.

• Compliance and Security:

• Ensure enterprise applications comply with organizational policies and regulatory requirements.
• Collaborate with IT security teams to protect application data and systems.

Qualifications:

• Education and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 8 years of experience in enterprise application management, with at least 3 years in a leadership role.

• Technical Skills:

• Strong knowledge of COTS and SaaS solutions, including implementation and administration.
• Deep understanding of ITIL and ITSM frameworks and their practical application.
• Experience with ITSM tools. 
• Familiarity with integration technologies and APIs.

• Leadership and Communication:

• Proven ability to lead teams and manage cross-functional projects.
• Excellent communication skills, with the ability to engage both technical and non-technical stakeholders.
• Strong decision-making and problem-solving abilities.

Preferred Qualifications:

• ITIL v4 Certification.
• Experience with Halo (ITSM tool). 

Key Competencies:

• Strategic Thinking
• Collaboration
• Innovation
• Results-Oriented
• Adaptability