Director of Application Managed Services

Role Summary

The Director of Application Management is a senior, executive-level leadership role responsible for defining and executing the global strategy for application management, managed solutions, and next-generation AI-enabled service offerings.

Operating with VP-level scope and accountability, this leader will oversee a globally distributed organization spanning U.S.-based managed services and international application management teams. The role also owns the creation and scaling of new strategic capabilities, including Site Reliability Engineering (SRE), Interface-as-a-Service, and AI-driven (agentic) development.

This position requires a balance of strategic vision, operational rigor, and deep platform expertise to deliver highly reliable, scalable, and continuously evolving managed services for clients worldwide.

Key Responsibilities

Global Application Management Leadership

• Own and scale a global Application Management function supporting mission-critical client environments across all regions
• Define and implement a standardized global operating model, including SLAs, KPIs, and delivery frameworks
• Drive consistency, quality, and continuous improvement across geographically distributed teams
• Ensure alignment with regional regulatory, operational, and client-specific requirements

U.S. Managed Solutions Leadership

• Lead the U.S.-based managed solutions organization with full accountability for service delivery outcomes
• Ensure tight integration across infrastructure, platform, and application layers
• Establish a culture of ownership, accountability, and operational excellence
• Serve as executive escalation point for critical client and operational issues

SRE & Reliability Engineering

• Build and scale a modern SRE function focused on reliability, automation, and observability
• Define reliability targets, error budgets, and operational maturity standards
• Embed SRE principles across all service delivery teams
• Drive adoption of proactive, automated, and self-healing operational models

Next-Generation Service Development

• Define, build, and scale new managed service offerings, including:
• Interface-as-a-Service
• Agentic AI development for product customization and workflow automation
• Standardized global upgrade services
• Productize services with clear delivery models, value propositions, and scalable execution frameworks
• Partner closely with Product and Engineering to align service capabilities with platform evolution

AI & Automation Strategy

• Lead the adoption of AI-driven capabilities to transform service delivery and operational efficiency
• Develop and scale agentic workflows for configuration, customization, and support
• Identify and execute opportunities to reduce manual effort through intelligent automation
• Ensure secure, compliant, and responsible use of AI across client environments

Client Lifecycle & Upgrade Excellence

• Establish a global, repeatable model for client upgrades across platforms and geographies
• Improve predictability, reduce risk, and enhance the client experience during upgrades
• Integrate upgrade processes into ongoing managed service delivery
• Drive automation and standardization across lifecycle operations

Executive Stakeholder Engagement

• Act as a senior leader across Product, Engineering, Sales, and Customer Success organizations
• Engage directly with strategic clients and executive stakeholders
• Provide clear, data-driven reporting on performance, risks, and transformation initiatives
• Influence roadmap and investment decisions based on operational insights

Required Experience & Qualifications

Leadership & Operational Experience

• 15+ years of experience in enterprise software, healthcare IT, or managed services
• Proven experience leading large-scale, globally distributed teams
• Demonstrated success operating at a senior leadership (VP-equivalent) level
• Strong track record managing mission-critical application environments or SaaS operations
• Experience building and scaling SRE or reliability-focused organizations

InterSystems Expertise (Strongly Preferred)

• Deep experience with:
• HealthShare
• TrakCare
• HealthConnect / HealthConnect Cloud
• IRIS data platform
• Strong understanding of InterSystems-based architectures, interoperability, and operational models

Technical & Domain Expertise

• Experience with cloud and hybrid environments (public and private cloud)
• Strong understanding of integration frameworks and interface engines
• Familiarity with DevOps, CI/CD, and infrastructure-as-code practices
• Experience with observability, monitoring, and incident management tooling

AI & Innovation

• Experience applying AI and automation in enterprise or operational environments
• Understanding of agentic AI concepts and enterprise use cases
• Ability to translate emerging technologies into scalable service offerings

Leadership Expectations

• Operates with VP-level ownership, autonomy, and decision-making authority
• Drives clarity and structure across complex, global operations
• Balances long-term strategy with hands-on execution
• Builds and leads high-performing, accountable teams
• Establishes a culture of continuous improvement and innovation
• Communicates effectively at both executive and technical levels

Success Measures

• Standardized and scalable global application management model in place
• Improved SLA performance, uptime, and client satisfaction across regions
• Successful launch and adoption of SRE, Interface-as-a-Service, and AI-driven offerings
• Measurable reduction in manual operations through automation and AI
• Predictable, efficient global upgrade execution
• Strong alignment across Product, Services, and client outcomes