Director Application Management Services

2 weeks ago

Calgary, Canada MNP Full time

Job Details

Description

What do you think of when you hear the name MNP? Most likely tax and accounting, but as one of Canada’s largest consulting and digital organizations, we’re so much more We’re also serious about supporting our clients transform their organization.

Make an impact within MNP Digital’s Managed Services practice as Director, Application Management Services . Accountable for designing, leading, and managing the day-to-day delivery and support services to a complex and rapidly expanding portfolio of Application Management clients. The ideal candidate will champion a customer experience and service philosophy externally, and at all levels of MNP, while building integrity through day-to-day delivery and operations.

This role requires a background in application management services ranging from small to large complex clients. Primary accountabilities exist for delivery of several functions including application incident, request, problem management, life cycle management, minor enhancements, and client onboarding. This newly created role will lead the consolidation and expansion of all of our existing application management services and teams into a single team that can scale to support the needs of our clients. This role will work with our project delivery leaders to ensure a smooth transition to support and sustainment for our clients. They will work directly with team members and clients to support service assurance, process improvement, and escalation management.

MNP currently delivers a variety of application management services that are tailored to different market segments ranging from SMB to Enterprise. It is expected that the scope of services will continue to grow and expand. This role requires a high degree of collaboration for internal and external customers alike.

MNP will continue to execute on plans to extend and expand its application management services. This role will play a critical part in safeguarding service delivery amid expansion. 

We’ve created an environment where you’ll continuously grow, always have a voice and collaborate on work that’s meaningful and fulfilling. If you’re ready to take your career into your own hands, you’ve come to the right place.

Responsibilities

The Director, Application Management Services will act as the highest point of accountability for client (internal and external) delivery of services including application incident, request, problem management, life cycle management, minor enhancements, and client onboarding. This Director will build and work with their team to create an exceptional client experience focused on generating meaningful outcomes for our clients and achieving service level targets.

Lead a client service focused philosophy through all services delivered. Lead and coach team members to achieve defined client experience and service standards. Provide consistent leadership to/for team amid non-standard delivery scenarios. Act as highest point of operational accountability for service escalations. Plan and implement operational changes designed to optimize service delivery. Support time coding/utilization accuracy at all levels of the organization. Maintain appropriate staffing levels based on target and industry standard ratios. Provide input into and delivery on annual key performance indicators. Act as senior point of communication for specialty service lines. Identify gaps in services and work with stakeholders to implement improvements. Provide input into service offerings, definitions, and pricing strategies. Work with professional services (projects) teams to support service transition processes. Align operations to support achievement of strategic goals.

Skills and Experience

10+ years of experience in managed services with a focus on application management services 8+ years in leadership with strong experience building, leading, and scaling high performing teams Advanced experience with Microsoft Biz Apps platforms and building and leading application management services for these platforms Proven experience translating strategy into action and results Advanced knowledge of software development, incident and problem management, configuration management, and life cycle management Strong background in Dev/Ops and Dev/Sec Expert knowledge in client service and experience Strong knowledge of financial management ITIL or relevant industry certification(s). Demonstrated ability to thrive in a high paced environment.

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