Enterprise Applications Leadership Position

2 weeks ago

Mississauga, Ontario, Canada PointClickCare Full time

Overview


The PointClickCare team is seeking an exceptional Sr. Manager, Application Operations to lead our high-performing Operations Engineering team. This role provides leadership and direction for the maintenance and support of enterprise-level systems integral to our daily operations and customer interactions.

About the Role


As a key member of our Technical Delivery team, you will oversee day-to-day activities, streamline workflows, and implement efficient systems to enhance overall productivity, team performance, talent development, timely deliverables, and provide excellent customer service to our customers.

Key Responsibilities


•Develop and implement incident/problem management processes
•Drive targeted improvement to customer experience through root cause analysis, customer impact, remediation plans, and lessons learned on major incidents, collaborating with other teams and external partners to fix issues and provide stability for supported applications.
•Lead results by guiding the team in triaging and resolving 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) scores, and customer satisfaction metrics.
•Develop, improve, monitor, and implement after-hours support processes for the team and serve as the first escalation contact for critical after-hours requests.
•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 strategies with rollbacks in partnership with DevOps Manager.
•Co-lead the reduction of technical debt by coaching the team to prioritize holistic, out-of-the-box scalable solutions over customizations.
•Introduce and coach the team on error monitoring and proactive monitoring processes, enabling them to proactively resolve errors.
•Ensure that supported systems and packages are up-to-date with the latest versions and 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 system 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, 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 high performance, conduct regular performance reviews, provide ongoing coaching, and development opportunities while fostering a culture of continuous learning.
•Coach the team to adopt a customer-centric mindset, prioritizing customer 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 by understanding team passions for personal growth, desired career paths, and opportunities, coach, and mentor them to adopt a growth mindset supporting exponential team growth.

Requirements


•Bachelor's degree in business, operations management, computer science, engineering, or a related field, or equivalent work experience.
•Minimum 10 years of experience, including at least 5 years in a senior operations management role leading a highly effective operations team in the IT industry, bringing strong leadership, communication, interpersonal, self-management, and conflict resolution skills.
•ITIL V3 foundation certification and related certifications.
•Experience and certification in Salesforce Cloud and integrations, and NetSuite.
•Familiarity with scripting and automation applications.
•Knowledge and experience of applications such as Salesforce CPQ, Sales Cloud, Experience Cloud, Revenue Cloud, Marketo, Hubspot, Zuora, Gainsight, Kantata (Kimble), NetSuite, Boomi, and Conga.
•Experience using ticketing systems like ServiceNow, ZenDesk, or JIRA Service Desk.
•Strong understanding of 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.
$145,000 - $160,000 per year

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