Application Support & Managed Services Director

Come Join ReSource Pro!



 

• Own end-to-end delivery for application support, platform operations, and managed services — ensuring performance against contractual SLA, OLA, and KPI commitments
• Direct L1/L2 support across business applications, insurance platforms, data platforms, and integrations, ensuring tight alignment with L3 engineering teams
• Lead Major Incident Management, including rapid escalation, stakeholder communication, service restoration, and post-incident follow-through
• Drive ITIL adherence across incident, problem, change, release, and knowledge management, including CAB participation and change control enforcement
• Define, publish, and improve operational KPIs, and produce executive-ready reporting, dashboards, and QBR packs for clients and leadership
• Drive automation and continuous improvement to reduce manual effort, ticket volume, and MTTR, and to promote proactive, self-healing operations
• Lead and develop a multi-tier team of service managers, technical leads, support engineers, platform analysts, and operations specialists
• Serve as the primary delivery interface to client and business stakeholders, providing transparent updates on performance, risk, and improvement roadmaps

• Bachelor’s degree in Computer Science, Information Technology, Data Analytics, Statistics, Mathematics, Engineering, Business, or a related field
• 12–18 years of progressive IT experience across application support, platform/technical operations, and service delivery
• 6–9 years in service delivery/operations leadership within managed services, application support, or production operations, with clear accountability for outcomes
• Demonstrated success managing global delivery models (onshore/offshore/nearshore), including coverage, on-call, cost/quality balance, and cross-time-zone stakeholders
• ITSM Practitioner / ITIL certifications preferred; PMP, Prince2, Agile/Scrum, Azure, AWS, or ServiceNow certifications are an added advantage
• Strong client-facing and executive-level communication skills, with the ability to lead through ambiguity and high-pressure production situations
• Proven people leadership: coaching, performance management, talent development, and culture building
• Preferred industry exposure: insurance, financial services, and/or enterprise SaaS environments with high availability and regulatory expectations

• 100% paid employee health insurance available on Day 1
• Eligible for all medical, dental, and vision benefits on Day 1
• Remote positions are Internet stipend-eligible
• 401k with employer match, vested on Day 1
• HSA/FSA available
• Long Term and short-term disability employer-provided
• Generous PTO plan with paid holidays + floating holidays
• Development and growth opportunities
• Comprehensive wellness program and prioritization of employee health

1. Behavioral interview with Talent Acquisition
2. Online talent assessment
3. Hiring Manager interview
4. Leadership panel interview

About ReSource Pro:

Focused exclusively on the insurance industry, ReSource Pro is the trusted partner insurance organizations rely on to optimize performance, streamline operations and process engineering, and drive growth. Serving 2,000+ carriers, brokers, wholesalers, and MGAs, ReSource Pro is a recognized market leader in insurance workflow optimization, data and technology services, and strategic operating model transformation. Maintaining a 96%+ client retention rate for over a decade, ReSource Pro is the only firm serving the insurance industry to have earned a spot on the Inc. 5000 list 16 times—placing it among the top 0.02% of repeat honorees across all sectors in the Inc. list’s 40+ year history.

Equal Employment Opportunity Policy

ReSource Pro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.