Director of Application Managed Services

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 Exp…