Senior Manager, Applications Operations

4 weeks ago


Mississauga, Ontario, Canada PointClickCare Full time
Job Summary

The Senior Manager, Applications Operations will lead a high-performing team responsible for the maintenance and support of enterprise-level systems. This role will oversee day-to-day activities, streamline workflows, and implement efficient systems to enhance overall productivity and team performance. The ideal candidate will have strong leadership, communication, and interpersonal skills, with a minimum of 10 years of experience in senior operations management roles.

Key Responsibilities:

• Develop and implement incident/problem management processes
• Drive results by leading and guiding the day-to-day team activities to triage and resolve incidents, enhancements, project requests, and other application requests from customers in a timely manner
• Guarantee prompt delivery and top-notch quality for customer requests through the implementation and ongoing enhancement of lead time, SL(A/O/I), and customer satisfaction scores
• Provide technical guidance and mentorship to Salesforce/NetSuite developers and administrators, fostering a culture of excellence and innovation
• Lead the technical design and architecture of Salesforce/NetSuite solutions, ensuring alignment with business objectives, scalability, and best practices
• Develop, implement, and own environment/deployment strategy with rollbacks in partnership with DevOps Manager
• Co-lead the reduction of technical debt by coaching the team to be forward thinking and prioritizing holistic out of the box scalable solutions over customizations
• Introduce and coach the team on error monitoring and proactive monitoring processes and how to proactively resolve errors
• Ensure that the systems and packages supported are up to date with the latest versions and are operational
• Develop and implement business continuity planning for critical systems in the event of a disruption or disaster
• Stay abreast of industry trends and emerging technologies to make informed recommendations for process and systems improvements
• Hire, build, lead, and mentor a high-performing hybrid team of Application Operations Engineers, fostering a culture of trust, collaboration, accountability, and innovation
• Collaborate with cross-functional leaders and coordinate training sessions, foster cross-training initiatives, and encourage knowledge sharing to mitigate skills gaps and enhance team collaboration
• Set performance expectations, goals, manage, mentor, and coach the team to maintain a high team performance and conduct regular performance reviews for team members and provide ongoing coaching and development opportunities while fostering a culture of continuous learning
• Coach the team to adopt a customer-centric mindset, always prioritizing the customer's needs while providing value and balancing insightful recommendations when building scalable and efficient solutions
• Coach and monitor performance behaviors like self-management, proactiveness, and a sense of urgency that form the foundation of a top-performing operations team
• Prioritize talent development through understanding the team's passions for personal growth, desired career paths, and opportunities, coach, and mentor them to adopt a growth mindset which will support exponential growth on the team

Requirements:

• Bachelor's degree in business, operations management, computer science, engineering, a related field, or equivalent work experience
• Minimum 10 years of experience with at least 5 years in a senior operations management role leading a highly effective operations team in the IT industry
• ITIL V3 foundation certification, related certifications
• Experience and certification in Salesforce Cloud and integrations, and NetSuite
• Familiar with scripting and other automation applications
• Knowledge and experience of the following applications: Salesforce CPQ, Sales Cloud, Experience Cloud, Revenue Cloud, Marketo, Hubspot, Zuora, Gainsight, Kantata (Kimble), NetSuite, Boomi, Conga, etc.
• Experience using a ticketing system like ServiceNow, ZenDesk, or JIRA Service Desk
• Strong understanding of, and experience with, IT Service Management best practices including Incident Management, Problem Management, and Change Management
• Excellent analytical, problem-solving abilities, and root cause analysis skills
• Industry leader in ITIL and DevOps best practices
• Experience delivering SaaS services at scale in a cloud environment
Salary: $145,000 - $160,000 a year

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