Manager, Application Services
Company: Allied Solutions LLC
Location: Carmel
Posted on: June 22, 2022
Job Description:
The Manager of Application Management is a people leader with
responsibility to develop the product operations team. This manager
is accountable to create and sustain a continuous improvement mind
set supported by processes, support and SLAs, system adoption best
practices and data driven decisions and improvements to all areas
of responsibility.
Job Duties and Responsibilities:
Application Management (30%):
- 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.
- Includes identifying issues and trends and understanding the
impact to client base. Make recommendations to resolve high impact
issues. Improve support processes.
Manages product operations team members (20%):
- 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.
Marketing, Communication, and Training (15%):
- Work with Marketing, Sales Development and Application
Management team to create a comprehensive marketing and
communication plans that provide for regular reviews of collateral
and training programs, as well as a detailed understanding of
user's needs. Resulting in polished, on target, and timely
communication and marketing collateral that are responsive to
user's needs and are available for all supported applications.
Application Life Cycle Support (25%):
- Work with the Director or independently to manage all aspects
of projects relating to any step in the application life cycle.
Provide direction to project teams (including internal, partners
and vendor teams). Provide consultation as needed to internal
business areas. The Manager and Director will work together to
establish and execute system outage and escalation communication
protocol. Resulting in 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 lessens support costs.
- Release management activities including communication, Change
Management Reviews, and release documentation
- RFP and Contract content related to technology products
Integrations and Vendor Partnerships (5%):
- Manage partnerships with integration partners during projects
and on-going 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
- Other Duties as Assigned (5%)
Qualifications (Education, Experience, Certifications & KSA):
- 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 Proven understanding of release management
methodologies
- Critical thinking skills to identify system user and
operational impact, generate recommendations for improvements, and
execute on CenterPoint system development, marketing, and launch
plans.
- Ability to manage system iterations during the planning,
building, and execution phases.
- Multi-tasking at a project-management level.
- 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 language in one-on-one
and small group situations to CenterPoint project, stakeholders,
and other employees of the organization.
- Excellent technology skills, including: Microsoft 365,
analytics tools, data and database tools and on-line meeting
tools.
- Knowledge of financial services products and service, a
plus.
- Strong understanding of the organization's goals and
objectives.
The above statements are intended to describe the general nature
and level of work being performed by people assigned to this job.
They are not intended to be an exhaustive list of all
responsibilities, skills, efforts or working conditions associated
with a job.
We offer our employees a robust compensation package! Our
comprehensive benefits include: medical, dental and vision
insurance coverage; 100% company-paid life and disability coverage,
401k options with company match, three weeks PTO by the end of the
first year and much more. Allied proudly promotes from within as
part of a strong commitment to providing career growth
opportunities for employees of all levels. Our diverse business
portfolio allows employees broad career options with the advantage
of staying with the same organization.
All qualified candidates will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation,
gender identity, national origin, disability status, protected
veteran status, or any other characteristic protected by law.
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Keywords: Allied Solutions LLC, Carmel , Manager, Application Services, Executive , Carmel, Indiana
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