Senior Manager, IT – Application Support and Maintenance

at  Builders FirstSource

We are Builders FirstSource, America’s largest supplier of building materials, value-added components and building services to the professional market. You’ll feel proud of the work you do here every day to transform the future of home building and help make the dream of home ownership more achievable. At BFS, we believe building a successful career is not solely defined by a degree. Your experience, skills, and passion are just as important, if not more so. As such, we are committed to creating a diverse and inclusive workplace that welcomes candidates from all backgrounds and experience levels.
The Senior Manager position entails ensuring the availability, support, and high-quality end-user customer service of applications within the defined service level agreement. Additionally, this role is tasked with promoting stability and quality in support services in accordance with the criticality of applications for business operations. Strategically developing and executing an application support strategy to drive measurable business KPIs is also a key responsibility. The incumbent is expected to continually enhance expertise in business processes and enabling technologies, while managing third-party service providers for application services.
This role integrates business strategy and industry best practices to establish the direction of application support for the organization, focusing on strategic alignment and business value. Driving continuous improvements to stabilize and rationalize existing IT applications, with a particular emphasis on increasing application availability and growth is paramount. A solid understanding of SDLC, change management, and release management processes is essential. Implementing controls to ensure adequate approvals and quality checks before changes are deployed into the production environment is also part of the responsibility of this role.
Providing dependable application support services for the IT application portfolio is a core duty. This entails overseeing both internal and external managed service support to ensure delivery meets SLAs and contracts. Holding team members accountable for timely and proper support of systems, as well as leading root cause analysis of failures and ensuring the implementation of permanent corrective actions, are integral tasks. Additionally, tracking and reporting on application support metrics and key outages, while implementing continuous improvement initiatives to address chronic issues, are essential aspects of the role.

MINIMUM REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s degree from an accredited college/university.
• 10+ years relevant work experience.
• Or an equivalent combination of education and experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leads a team of professionals and provides functional and technical expertise to maintain applications for all operational areas at BFS, responsible for applications for a specific technical or business area.
• Manages application support teams, ensuring that reported problems are prioritized and addressed in a timely manner, so that all Service Level Agreements (SLAs) are met.
• Continuously analyze support incidents and recurring problems to recommend and implement corrective actions.
• Cultivate a collaborative and accountable environment, ensuring minimal disruption to business systems.
• Effective in managing application managed services ensuring seamless operation, optimal performance, and continuous improvement of software applications.
• Negotiates contracts and effectively manages consultants, technical personnel, and vendors for services and products ensuring that SLAs are adhered to and delivery of services is of high-quality.
• Strategically evaluate ongoing operational costs to identify opportunities for annualized reductions.
• Deliver monthly IT updates to all IT business partners, ensuring transparency on performance and service levels; collaborate with IT leadership team and third-party vendors to anticipate and address future needs proactively.
• Ensure appropriate regression testing protocols before promoting changes to the production environment.
• Enforce the organization’s ‘Black-out’ policy to maintain application availability during financial close and meet operational goals.
• Lead crisis management efforts, particularly Major Incident Management, for critical system outages related to application support.
• Conducts quality assurance audits in support of a robust quality plan, including post-mortem assessments and suggest improvements in process or procedure.
• Ensures that accurate documentation for application configurations, support processes, and troubleshooting procedures are maintained and up to date.
• Collaborate directly with Application BUILD towers to strategize and execute software upgrades, enhancements, and fixes.
• Consults with Application BUILD towers to analyze computer system needs for business operations, to determine scope and priorities of projects, and to discuss system capacity and equipment acquisitions.
• Recommends, develops, and manages plans for systems development and operations, hardware and software purchases, budget, and staffing.
• Collaborates to develop, and appropriately executes, a communication strategy, including stakeholder analysis, ongoing communications and adoption plans.
• Provide leadership and guidance to coach, motivate, and lead team members to their optimum performance levels and career development.

SUPERVISORY RESPONSIBILITIES

This job has supervisory responsibilities, including but not limited to: supervises assigned team members (in-person and remote); talent selection and training; planning, assigning, and directing work; performance management, including conducting performance reviews; recognizing team members; addressing and resolve concerns timely, escalate for help when necessary.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Subject to both typical office environment and outside locations with temperature and weather variations.
• Must be able to lift and carry up to 25 pounds.
• Occasional travel may be required