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
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
Skills Required
- 5+ years of experience leading major incidents in managed services or enterprise IT
- Strong understanding of SRE and ITIL incident management
- Experience with incident management tools like ServiceNow, Jira, PagerDuty
- Knowledge of cloud platforms AWS, Azure, or GCP
- Excellent verbal and written communication skills
- Bachelor's or Master's degree in Computer Science or related technical field
What the Team is Saying
InterSystems Compensation & Benefits Highlights
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Leave & Time Off Breadth — A tiered PTO structure starts at a generous level and is complemented by separate paid holidays. Feedback suggests time off is a standout element from day one in the U.S.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is paired with EAP and wellness offerings, with some onsite or near‑site services in select locations. Feedback suggests these benefits are consistently viewed as strong.
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Retirement Support — A 401(k) with employer‑funded profit‑sharing is positioned as competitive with common match programs, alongside disability options and access to financial tools/advisors. Feedback suggests the overall design supports longer‑term financial planning.
InterSystems Insights
What We Do
InterSystems builds the software that makes complex systems work—reliably, securely, and at scale. For more than 45 years, we’ve been the information engine behind some of the world’s most mission-critical applications in healthcare, government, and business. Our data management, integration, and analytics technologies help organizations connect disparate systems, turn data into insight, and deliver better outcomes. From enabling interoperable healthcare and advancing clinical care, to powering national infrastructure and large-scale enterprise systems, our technology is used every day by millions of people in more than 80 countries. What sets InterSystems apart is not just what we build, but how we build it. We focus on long-term innovation, deep engineering excellence, and solving hard problems that truly matter. Our teams work closely with customers to tackle real-world challenges—often behind the scenes, but always at the heart of what keeps essential systems running. If you’re motivated by meaningful work, technical depth, and the opportunity to have a global impact, you’ll find it here.
Why Work With Us
Because we are a profitable, privately-held software company, we place our clients first in everything we do. You’ll work on meaningful, complex problems alongside deeply curious experts in a culture that values learning, ownership, and long-term growth—without the pressure of quarterly Wall Street demands.
Gallery
InterSystems Teams
InterSystems Offices
OnSite Workspace
InterSystems prioritizes in-person collaboration with majority on-site presence and some work from home flexibility that varies by region and office location.
