Responsible for the day-to-day operations and ongoing management of assigned enterprise application portfolios. Application portfolios include, but are not limited to BECS, GxP Applications, ERP, HRIS, CRM, LIMS, and other enterprise platforms; however, the scope of this role may expand to include additional application domains as enterprise needs evolve. Ensures the reliability, performance, and continuous improvement of these systems to meet enterprise and regulatory requirements.

Key areas of responsibility include:

• Day-to-day operational oversight of assigned application portfolios, including incident management, problem resolution, and SLA adherence
• Solutions analysis, recommendations, and business requirements gathering
• Application configuration, maintenance, and lifecycle management
• Testing, quality assurance, and change management
• Deployment, implementation, and end-user adoption
• Vendor relationship management for application platforms
• Business stakeholder relationship management, serving as a primary point of contact between IT and business units to ensure application solutions align with business needs and priorities

Partners with the Executive Director of Enterprise IT Applications to contribute to the strategic direction, evaluation, and quality assurance of the enterprise application portfolio. Coordinates with other IT leadership — including infrastructure, service delivery, security, and data science — as well as operational and support functions across the enterprise to ensure alignment with enterprise IT strategy.

Works to foster a positive workplace culture and strong employee engagement. Collaborates with IT and enterprise leadership to achieve strategic objectives, establish policies, standards, and protocols to meet operational and regulatory requirements. Responsible for team development, performance management, and ensuring compliance with IT operational policies and procedures.

Supervision Exercised:

• This position directly supervises management-level staff, including Application Managers and/or Team Leads.

Supervision of Positions:

• Under general supervision of the Executive Director of Enterprise IT Applications.

Operational Management:

• Ensures the stability, availability, and performance of assigned application portfolios across the enterprise.
• Manages day-to-day application operations, including incident and problem management, ensuring timely resolution and adherence to established SLAs.
• Oversees application configuration, maintenance, upgrades, patching, and lifecycle management activities.
• Monitors system performance, identifies trends, and implements improvements to optimize application reliability and end-user experience.
• Provides operational support for enterprise systems and coordinates with infrastructure and service delivery teams to resolve cross-functional issues.
• Leads change management processes for application updates, enhancements, and new deployments to minimize operational disruption.
• This position is accountable for departmental budget and ensuring department is operating within approved financial targets.

Business Stakeholder Management:

• Serves as a primary IT liaison to business stakeholders, building and maintaining strong relationships across enterprise business units.
• Proactively engages with business leaders to understand current and emerging needs, translating business requirements into application solutions and enhancements.
• Manages stakeholder expectations regarding application capabilities, project timelines, and service levels.
• Facilitates regular communication with business stakeholders through governance meetings, status updates, and roadmap reviews.
• Advocates for business priorities within IT planning and resource allocation processes.

Team Leadership & Development:

• Manages, mentors, trains, and provides performance feedback to assigned management-level staff and their teams.
• Fosters a collaborative, high-performing team environment with a focus on professional development and employee engagement.
• Defines and implements team policies, procedures, and best practices to ensure consistent, high-quality service delivery.

Strategic Contributions:

• Partners with IT Leadership team to contribute to the strategic direction and roadmap for enterprise application portfolios.
• Identifies, recommends, and supports cost-effective technology solutions that align with enterprise goals and architectural objectives.
• Develop business case justifications and cost/benefit analyses for application-related spending and initiatives.
• Collects, analyzes, and summarizes data and trends in application technologies, capacity, and performance to inform strategic planning.
• Leverages business stakeholder insights to inform strategic application planning and investment decisions.

Project & Vendor Management:

• Coordinates project resources to ensure application-related projects are delivered on time and within budget.
• Prepares project proposals and ensures all end-user requirements and expectations are addressed with sufficient detail for informed business decisions.
• Manages vendor relationships for business application software providers, implementation partners, and consultants, ensuring compliance with contract approval processes and adherence to contract standards.
• Reviews Statements of Work (SOW) to ensure compliance with project, business, and financial terms.
• Provides guidance and support to project managers tasked with implementing agreements and SOWs.

Quality Assurance & Compliance:

• Implements and monitors production, productivity, quality, and customer-service standards for the business application portfolio.
• Completes audits, identifies trends, and determines system improvements; implements necessary changes.
• Ensures compliance with security requirements and methods of protection for sensitive data within business applications.

Education:

• Bachelor’s Degree in computer science, management information systems or related field.

Related Experience:

• Eight years of progressive experience in application management, software delivery, systems administration, or closely related IT experience, including a minimum of five (5) years in a supervisory or managerial capacity.
• Healthcare IT experience strongly preferred, particularly in environments involving laboratory, blood banking, or clinical systems.
• Demonstrated experience managing enterprise regulated and business applications (e.g., BECS, GxP Applications, ERP, HRIS, CRM, LIMS).
• Experience with vendor management, contract oversight, and third-party application support.
• Experience with incident management, SLA management, and IT service delivery frameworks (e.g., ITIL).

Knowledge:

• Knowledge of enterprise business application platforms (e.g., BECS, GxP Applications, ERP, HRIS, CRM, LIMS) and their operational support requirements.
• Knowledge of on-premise, hybrid, and cloud application environments.
• Knowledge of security requirements and methods of protection for sensitive data.
• Knowledge of change management, incident management, and IT service delivery best practices.
• Knowledge of writing software requirements, test specifications, and computer systems validation.

Skills:

• Cultural competency and the ability to communicate effectively in a culturally sensitive manner with both individuals and groups from diverse backgrounds.
• High level of interpersonal skills to handle a variety of complex issues and situations. Position requires demonstrated poise, tact, and diplomacy in dealing with staff up to and including executive leadership.
• Strong operational management skills with the ability to ensure system stability and high availability.
• Project management, organizational, and team collaboration skills.
• Skills in researching and writing proposals and presenting justifications for purchases or increased resources.

Abilities:

• Ability to design solutions for end-user adoption and productivity improvement.
• Ability to engage developers and technical staff to ensure productivity and solution quality.
• Ability to define solutions that advance architectural objectives.
• Ability to manage vendor relationships and hold third parties accountable to contractual commitments.
• Strong attention to detail in all work processes.
• Ability to work independently with minimal supervision.
• Ability to communicate clearly and with authority, both in writing and verbally, in one-on-one or group settings.
• Ability to interact with individuals at all levels of the organization and with customers in a helpful, courteous, and respectful manner, demonstrating sensitivity to diverse populations.
• Ability to work in a fast-paced environment with demonstrated ability to manage multiple competing priorities.
• Ability to use logic and reasoning to analyze the strengths and weaknesses of alternative solutions and implement appropriate resolutions within established policies and procedures.
• Ability to identify complex problems in a timely manner, assess information, develop and evaluate options, and implement solutions.
• Ability to handle confidential information and maintain confidentiality.

Any combination of education, training, and experience equivalent to the requirements above that has supplied the necessary knowledge, skills, and experience to perform the essential functions of the job.

For applicants who will perform this position in New York City or Westchester County, the proposed annual salary range is $195,000 p/yr - $205,000 p/yr. For applicants who will perform this position outside of New York City or Westchester County, salary will reflect local market rates and be commensurate with the applicant’s skills, job-related knowledge, and experience.