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 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

We are an equal-opportunity employer and do not discriminate because of race color religion sex national origin ancestry marital status veteran status age disability sexual orientation or gender identity or expression or any other legally protected category. InterSystems is an E-Verify Employer in the United States.

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.

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