Director of Application Managed Services

Role Overview

• 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
• 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
• 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
• Define, build, and scale new managed service offerings, including Interface-as-a-Service
• Lead the adoption of AI-driven capabilities to transform service delivery and operational efficiency
• Establish a global, repeatable model for client upgrades across platforms and geographies
• 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.

Requirements

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

Tech Stack

• Cloud

Benefits

• 24×7 support for customers and partners
• Global team events