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
Benefits
Health insuranceVision insurance
Additional Information
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.
Intersystems · Boston, MA