Enterprise Application Delivery & Support Manager leads the delivery, lifecycle management, support, and continuous improvement of Nicolet's enterprise application portfolio. Serving as a hands-on player-coach, this role provides leadership across application delivery, platform administration, operational support, and vendor-managed services.
The manager is accountable for application health, reliability, supportability, security, and modernization, ensuring enterprise applications align with business objectives, technology standards, and regulatory requirements. Working closely with product owners, architecture, infrastructure, cybersecurity, development teams, and business partners, this role drives application lifecycle management, delivery governance, operational excellence, and service performance while developing a high-performing support and administration team.
As an Enterprise Application Delivery and Support Manager, you will:Application Delivery & Lifecycle Management- Lead the end-to-end lifecycle of enterprise applications, including implementation, enhancement, support, modernization, and retirement.
- Partner with business and technical stakeholders to establish application roadmaps, delivery priorities, and investment plans.
- Lead delivery planning, backlog management, release coordination, and major technology initiatives.
- Balance enhancement requests, operational support, technical debt remediation, compliance requirements, and strategic initiatives.
- Drive modernization, automation, optimization, and continuous improvement efforts.
- Ensure appropriate application ownership, documentation, operational readiness, and support transitions.
- Contribute directly to complex initiatives, issue resolution, vendor engagements, and cross-functional technology projects.
Application Support & Service Governance
- Lead teams responsible for application administration, Tier 2 support, vendor coordination, and operational support activities.
- Establish support governance, operational standards, escalation procedures, and service expectations across the application portfolio.
- Monitor application availability, service performance, support trends, and operational health metrics.
- Drive incident, problem, change, and release management practices in partnership with service management teams.
- Facilitate root cause analysis efforts and ensure corrective actions are implemented and tracked to completion.
- Continually improve support processes, knowledge management, automation opportunities, and user experience.
- Ensure application support models remain scalable, sustainable, and aligned with business needs.
Platform & Vendor Management
- Ensure applications align with enterprise architecture standards, security requirements, and technology strategy.
- Drive governance for platform configurations, integrations, upgrades, and releases.
- Manage relationships with vendors, implementation partners, and managed service providers.
- Oversee vendor performance, licensing, renewals, contracts, and support agreements.
- Evaluate platform capabilities, vendor roadmaps, and optimization opportunities.
- Support budgeting, forecasting, portfolio rationalization, and technology investment decisions.
Risk, Security & Compliance- Ensure applications operate in accordance with security standards, regulatory requirements, and internal policies.
- Partner with cybersecurity, risk, compliance, and audit teams to address findings and mitigate risk.
- Maintain required documentation, operational procedures, and disaster recovery capabilities.
- Support audits, examinations, risk assessments, and remediation activities.
- Monitor and coordinate resolution of vulnerabilities, technology risks, and compliance issues.
Team Leadership & Coaching- Serve as a player-coach for application administrators, analysts, support professionals, and technical specialists.
- Provide leadership, mentoring, and professional development while remaining actively engaged in delivery and operational activities.
- Develop team capabilities in application management, service management, troubleshooting, and vendor management.
- Foster a culture of accountability, ownership, collaboration, customer service, and continuous improvement.
- Establish clear roles, responsibilities, performance expectations, and operational standards.
- Uphold Nicolet's philosophy and policies by maintaining appropriate controls to ensure full compliance with applicable laws and regulations, thereby fulfilling legal responsibilities and enhancing the quality of services provided by Nicolet.
- Understand and communicate the value of diversity within the workplace and to work successfully with others without regard to age, gender, race, sexual orientation, ethnicity, culture, religion, disability status, socioeconomic status or other non-job-related classification, including a commitment to Nicolet's policies on equal employment opportunities and non-discrimination with a willingness to pursue efforts of inclusion and respect toward different perspectives.
- Performs all other duties as assigned.
Supervisory Responsibilities:- Directly supervise the Application Support, and System Administrator Teams in accordance with Nicolet's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; coaching, mentoring and development planning; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications:Required Qualifications- Bachelor's degree in Information Technology, Computer Science, Business Administration, Management Information Systems, or related field.
- 8+ years of progressive technology leadership experience with responsibility for enterprise applications, business systems, cloud networking, or application support functions.
- 5+ years of people leadership experience managing technical teams, or application support organizations.
- Experience leading enterprise application portfolios, SaaS platforms, and third-party vendor relationships.
- Experience implementing Agile, Kanban, Scrum, or hybrid work management frameworks.
- Strong understanding of application lifecycle management, service management, and operational support practices.
- Experience managing budgets, technology investments, and vendor contracts.
- Excellent communication, stakeholder management, and executive presentation skills.
- Must be able to work fully in-office
Preferred Qualifications- Experience within financial services, banking, credit unions, insurance, or other highly regulated industries.
- Knowledge of core banking platforms, enterprise content management platforms, workflow automation, cloud infrastructure, CRM platforms, data platforms, and enterprise integration technologies. e.g. Fiserv, Salesforce, ServiceNow, Microsoft, and Snowflake.
- Experience with ITIL, Agile, Lean, or related service management and delivery methodologies.
- Familiarity with cloud-based application platforms, cybersecurity practices, and regulatory requirements relevant to financial institutions.
- Professional certifications such as Certified Scrum Master (CSM), SAFe Agilist, PMP, ITIL, or related credentials
Benefits:- Medical, Dental, Vision, & Life Insurance
- 401(k) with a company match
- PTO & 11 1/2 Paid Holidays
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities and skills required for the position.
