The Manager of Application Management is a people leader with responsibility to develop the product operations team. This manager is accountable to create and sustain a continuous improvement mind set supported by processes, support and SLAs, system adoption best practices and data driven decisions and improvements to all areas of responsibility.

Job Duties and Responsibilities:

Application Management (30%):

• Using industry methodologies such as ITSM, Product Management, Customer Success and Agile: establish the standards, goals and reporting required to provide oversight for day-to-day, release, tech support, and launch activities. Ensure all tasks are performed effectively, on time, and to expected standards. Develop proficiency and understanding around applications to evaluate complex issues and provide recommendations for solutions along with a solid plan to execute. The AM Manager ensures the team provides best in class customer service resulting in internal and external client satisfaction, optimal system use and function, and to position Application Management and the management team as trusted advisors for technology projects.
• Includes identifying issues and trends and understanding the impact to client base. Make recommendations to resolve high impact issues. Improve support processes.

Manages product operations team members (20%):

• Responsible for all management activities such as coaching and training, resolving personnel issues within the scope of authority in adherence with company policy, as well as setting and managing to performance goals. Resulting in a team that can perform their duties effectively, in a positive environment and are provided opportunities for growth to maintain employee satisfaction.

Marketing, Communication, and Training (15%):

• Work with Marketing, Sales Development and Application Management team to create a comprehensive marketing and communication plans that provide for regular reviews of collateral and training programs, as well as a detailed understanding of user's needs. Resulting in polished, on target, and timely communication and marketing collateral that are responsive to user's needs and are available for all supported applications.

Application Life Cycle Support (25%):

• Work with the Director or independently to manage all aspects of projects relating to any step in the application life cycle. Provide direction to project teams (including internal, partners and vendor teams). Provide consultation as needed to internal business areas. The Manager and Director will work together to establish and execute system outage and escalation communication protocol. Resulting in releases, outages, enhancements, and launches that progress effectively with minimal user interruption and to the satisfaction of users.
• Create and utilize data analytics to understand and improve system support and optimize usage and adoption. Create and execute continuous improvement initiatives that address technical debt, system issues, and lessens support costs.
• Release management activities including communication, Change Management Reviews, and release documentation
• RFP and Contract content related to technology products

Integrations and Vendor Partnerships (5%):

• Manage partnerships with integration partners during projects and on-going throughout the integration life cycle including the resolution of issues. Partner with Enterprise Technology Integration division to ensure business relationships with vendors and partners that create advantageous working partnerships and provide Allied clients with meaningful partnerships that create user adoption and customer satisfaction for both Allied and our partners
• Other Duties as Assigned (5%)

Qualifications (Education, Experience, Certifications & KSA):

• Bachelor's degree
• 5+ years of experience managing people
• 5+ years in technical operations roles
• Proven personnel management experience preferred
• Proven experience and understanding of SDLC, ITSM, and Product Management Proven understanding of release management methodologies
• Critical thinking skills to identify system user and operational impact, generate recommendations for improvements, and execute on CenterPoint system development, marketing, and launch plans.
• Ability to manage system iterations during the planning, building, and execution phases.
• Multi-tasking at a project-management level.
• Strong organizational skills to prioritize and coordinate multiple system iterations.
• Excellent written, oral, interpersonal, and listening skills are essential.
• Strong documentation skills.
• Ability to troubleshoot problems and/or issues; Strong ability to deal with problems involving several variables in non-standardized situations.
• Ability to effectively and professionally present information and ideas in user-friendly, non-technical language in one-on-one and small group situations to CenterPoint project, stakeholders, and other employees of the organization.
• Excellent technology skills, including: Microsoft 365, analytics tools, data and database tools and on-line meeting tools.
• Knowledge of financial services products and service, a plus.
• Strong understanding of the organization's goals and objectives.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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