The Role
Lead end-to-end delivery and continuous improvement for application support, platform operations, and managed services. Ensure SLA/OLA/KPI performance, run major incident management, enforce ITIL processes, drive automation to reduce MTTR, produce executive reporting, and manage a multi-tier global team while serving as primary delivery interface to clients and stakeholders.
Summary Generated by Built In
Do you thrive on turning complex technology operations into predictable, measurable service? Are you energized by leading teams that keep mission-critical platforms and client experiences running smoothly?
ReSource Pro is seeking a Director, Application Support & Managed Services to own end-to-end delivery, governance, and continuous improvement for application support, platform operations, and managed services. This leader ensures services run reliably, predictably, and measurably through strong ITSM processes, operational controls, SLA performance, and stakeholder transparency, while driving automation and modernization to improve resilience, reduce MTTR, and enhance customer outcomes. This role directs a multi-tier organization through 2-4 direct reports (service managers and technical leads), who in turn manage support engineers, platform analysts, and operations specialists.
We hire the best because our service is only as good as the people delivering it. We’re committed to hiring individuals who engage in our amazing culture and embrace our Core Values: Commitment to Community, Teamwork, Passion for Excellence, Service-Centric, and Best Self.
All remote positions are based in the United States,
and candidates must reside within the U.S. to be eligible for consideration.
In this role, you will...
Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes annual bonus eligibility, benefits, and other opportunities at ReSource Pro. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other ReSource Pro employees. This is a remote position, and the salary range for most locations for this role is $120,948-$205,026 annually. The salary range may vary based on experience and on the specific geographic location in which the candidate resides.
Your Benefits & Perks…
To be considered for this position, please submit your application. If you meet the qualifications for the role, a member of our Talent Acquisition team will be in touch to schedule an interview via Zoom.
The standard interview process includes:
Disclosure: Candidates are evaluated at each step of the process. As a result, not every candidate will complete all steps in the process.
Come Join ReSource Pro!
Your Role...ReSource Pro is seeking a Director, Application Support & Managed Services to own end-to-end delivery, governance, and continuous improvement for application support, platform operations, and managed services. This leader ensures services run reliably, predictably, and measurably through strong ITSM processes, operational controls, SLA performance, and stakeholder transparency, while driving automation and modernization to improve resilience, reduce MTTR, and enhance customer outcomes. This role directs a multi-tier organization through 2-4 direct reports (service managers and technical leads), who in turn manage support engineers, platform analysts, and operations specialists.
We hire the best because our service is only as good as the people delivering it. We’re committed to hiring individuals who engage in our amazing culture and embrace our Core Values: Commitment to Community, Teamwork, Passion for Excellence, Service-Centric, and Best Self.
All remote positions are based in the United States,
and candidates must reside within the U.S. to be eligible for consideration.
In this role, you will...
- Own end-to-end delivery for application support, platform operations, and managed services — ensuring performance against contractual SLA, OLA, and KPI commitments
- Direct L1/L2 support across business applications, insurance platforms, data platforms, and integrations, ensuring tight alignment with L3 engineering teams
- Lead Major Incident Management, including rapid escalation, stakeholder communication, service restoration, and post-incident follow-through
- Drive ITIL adherence across incident, problem, change, release, and knowledge management, including CAB participation and change control enforcement
- Define, publish, and improve operational KPIs, and produce executive-ready reporting, dashboards, and QBR packs for clients and leadership
- Drive automation and continuous improvement to reduce manual effort, ticket volume, and MTTR, and to promote proactive, self-healing operations
- Lead and develop a multi-tier team of service managers, technical leads, support engineers, platform analysts, and operations specialists
- Serve as the primary delivery interface to client and business stakeholders, providing transparent updates on performance, risk, and improvement roadmaps
- Bachelor’s degree in Computer Science, Information Technology, Data Analytics, Statistics, Mathematics, Engineering, Business, or a related field
- 12–18 years of progressive IT experience across application support, platform/technical operations, and service delivery
- 6–9 years in service delivery/operations leadership within managed services, application support, or production operations, with clear accountability for outcomes
- Demonstrated success managing global delivery models (onshore/offshore/nearshore), including coverage, on-call, cost/quality balance, and cross-time-zone stakeholders
- ITSM Practitioner / ITIL certifications preferred; PMP, Prince2, Agile/Scrum, Azure, AWS, or ServiceNow certifications are an added advantage
- Strong client-facing and executive-level communication skills, with the ability to lead through ambiguity and high-pressure production situations
- Proven people leadership: coaching, performance management, talent development, and culture building
- Preferred industry exposure: insurance, financial services, and/or enterprise SaaS environments with high availability and regulatory expectations
Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes annual bonus eligibility, benefits, and other opportunities at ReSource Pro. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other ReSource Pro employees. This is a remote position, and the salary range for most locations for this role is $120,948-$205,026 annually. The salary range may vary based on experience and on the specific geographic location in which the candidate resides.
Your Benefits & Perks…
- 100% paid employee health insurance available on Day 1
- Eligible for all medical, dental, and vision benefits on Day 1
- Remote positions are Internet stipend-eligible
- 401k with employer match, vested on Day 1
- HSA/FSA available
- Long Term and short-term disability employer-provided
- Generous PTO plan with paid holidays + floating holidays
- Development and growth opportunities
- Comprehensive wellness program and prioritization of employee health
To be considered for this position, please submit your application. If you meet the qualifications for the role, a member of our Talent Acquisition team will be in touch to schedule an interview via Zoom.
The standard interview process includes:
- Behavioral interview with Talent Acquisition
- Online talent assessment
- Hiring Manager interview
- Leadership panel interview
Disclosure: Candidates are evaluated at each step of the process. As a result, not every candidate will complete all steps in the process.
Skills Required
- Bachelor's degree in Computer Science, IT, Data Analytics, Mathematics, Engineering, Business, or related field
- 12-18 years progressive IT experience across application support, platform/technical operations, and service delivery
- 6-9 years service delivery/operations leadership within managed services, application support, or production operations with accountability for outcomes
- Experience managing global delivery models (onshore/offshore/nearshore), coverage, on-call, cost/quality balance, and cross-time-zone stakeholders
- Proven people leadership: coaching, performance management, talent development, and culture building
- Strong client-facing and executive-level communication skills, ability to lead through ambiguity and high-pressure production situations
- Experience with ITSM/ITIL processes (incident, problem, change, release, knowledge management) and Major Incident Management
- Experience defining and reporting operational KPIs, dashboards, and QBR packs for clients and leadership
- U.S. residency required (all remote positions based in the United States)
- ITSM Practitioner / ITIL certification
- PMP, Prince2, Agile/Scrum, Azure, AWS, or ServiceNow certifications/experience
- Preferred industry exposure: insurance, financial services, and/or enterprise SaaS with high availability and regulatory expectations
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The Company
What We Do
ReSource Pro brings to the insurance industry tools, technology and strategic services that enable profitable growth through operations excellence. Headquartered in New York, ReSource Pro’s global service centers address client operational needs around the clock. Recognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually since 2009, the company is renowned for its focus on innovation, service excellence and trusted partnerships, and its unique productivity platform for insurance operations. Over 5,000 ReSource Pro employees provide dedicated support to nearly 300 insurance organizations, consistently achieving a +95% client retention rate for over a decade.
