Lead, Enterprise Applications & Services Management

Service Operations & MSP Management

• Lead operational oversight of managed service providers (MSPs) and external support partners responsible for application support services.
• Define, monitor, and continuously improve service level agreements (SLAs), key performance indicators (KPIs), and operational metrics related to application support.
• Conduct regular operational and governance reviews with MSP partners to assess performance, identify improvement opportunities, and ensure service commitments are met.
• Review service reports, analyze trends, identify recurring issues, and drive corrective actions.
• Own escalation management processes between MSP support teams, internal SMEs, software vendors, and business stakeholders.
• Lead root cause analysis efforts for major incidents and recurring service issues and ensure corrective actions are implemented.
• Coordinate application changes, upgrades, patches, and releases across vendors, MSPs, and internal stakeholders.
• Ensure operational readiness, support documentation, and knowledge transfer activities are completed prior to production deployments.
• Establish and maintain support runbooks, knowledge articles, operational procedures, and service documentation required to support scalable application operations.
• Drive continuous service improvement initiatives focused on reducing operational risk, increasing automation, and improving user experience.

Application Management

• Serve as the subject matter expert (SME) for up to 5 core enterprise applications (HCM, ATS, ERP, Procurement, CLM).
• Support a broader set of additional applications (i.e. Notion, Smartsheets) using standard runbook procedures and escalation models.
• Maintain system configuration, access provisioning, and user role management in accordance with IT security and compliance policies.
• Manage application license inventories, monitor usage trends, and proactively reclaim dormant licenses.

Project & Implementation Support

• Support the BRM and business requestors during new software evaluations by advising on fit within the existing application portfolio and identifying alternate solutions when applicable.
• Collaborate with vendors and internal stakeholders to validate product capabilities, negotiate technical requirements, and finalize system design.
• Lead or oversee application implementation efforts, including configuration, testing, vendor management, and integration coordination.
• Serve as the technical lead or workstream manager when external partners are engaged in delivery.

Process Improvement & Documentation

• Identify opportunities to streamline support and license management processes.
• Lead initiatives to automate routine run activities, including the implementation of tools such as Workato workflows or license monitoring dashboards.
• Ensure ongoing alignment of systems with Flagship’s IT standards, application support levels, and integration policies.

Collaboration & Business Partnership

• Serve as a senior leader within the Enterprise Applications team and act as a trusted advisor to IT leadership and business stakeholders.
• Provide mentorship, coaching, and operational guidance to junior analysts and application administrators.
• Champion adoption of Enterprise Applications standards, support processes, governance practices, and operational disciplines.
• Partner with the Director of Enterprise Applications to define and mature application support strategies, operating models, and service delivery frameworks.
• Lead cross-functional efforts to improve application support capabilities, knowledge management, automation, and service operations.