Manager, Services

Overview

The Manager, Application Services is a people leader with responsibility to develop the product operations team. This manager is accountable to create and sustain a continuous improvement mindset supported by processes, support and SLAs, system adoption best practices and data-driven decisions and improvements to all areas of responsibility.

• 30% Application Management:
  Using industry methodologies such as ITSM, Product Management, Customer Success and Agile, establish the standards, goals and reporting required to provide oversight for day-to-day, release, tech support, and launch activities. Ensure all tasks are performed effectively, on time, and to expected standards. Develop proficiency and understanding around applications to evaluate complex issues and provide recommendations for solutions along with a solid plan to execute.
  
  The AM Manager ensures the team provides best in class customer service resulting in internal and external client satisfaction, optimal system use and function, and to position Application Management and the management team as trusted advisors for technology projects.
• 20% Manages Operations Team:
  Responsible for all management activities such as coaching and training, resolving personnel issues within the scope of authority in adherence with company policy, as well as setting and managing to performance goals. Resulting in a team that can perform their duties effectively, in a positive environment and are provided opportunities for growth to maintain employee satisfaction.
• 25% Application Life Cycle Support:
  Work with the Application Management Director or independently to manage all aspects of projects relating to any step in the application life cycle. Provide direction to project/ product team (including internal, partners and vendor teams). Provide consultation as needed to internal business areas. Manage releases, outages, enhancements, and launches that progress effectively with minimal user interruption and to the satisfaction of users.
  
  Create and utilize data analytics to understand and improve system support and optimize usage and adoption. Create and execute continuous improvement initiatives that address technical debt, system issues, and lessen support costs.
• 15% Marketing, Communication, and Training:
  Work with Marketing, Sales Development and Application Management team to create comprehensive marketing and communication plans that provide for regular reviews of collateral and training programs, as well as a detailed understanding of user needs. Resulting in polished, on-target, and timely communication and marketing collateral that are responsive to user needs and are available for all supported applications.
• 5% Integrations and Vendor Partnerships:
  Manage partnerships with integration partners during projects and ongoing throughout the integration life cycle including the resolution of issues. Partner with Enterprise Technology Integration division to ensure business relationships with vendors and partners that create advantageous working partnerships and provide Allied clients with meaningful partnerships that create user adoption and customer satisfaction for both Allied and our partners.
• 5% Other Duties as Assigned

• Bachelor’s degree
• 5+ years of experience managing people
• 5+ years in technical operations roles
• Proven personnel management experience preferred
• Proven experience and understanding of SDLC, ITSM, and Product Management
• Critical thinking skills to generate recommendations for improvements
• Create and execute launch, adoption, and product success plans
• Ability to manage system iterations during the planning, building, and execution phases.
• Strong organizational skills to prioritize and coordinate multiple system iterations.
• Excellent written, oral, interpersonal, and listening skills are essential.
• Strong documentation skills.
• Ability to troubleshoot problems and/or issues;
  Strong ability to deal with problems involving several variables in non-standardized situations.
• Ability to effectively and professionally present information and ideas in user-friendly, non-technical…