• Identifies innovative and creative business solutions to meet both internal and external customers’ applications needs. • Educates internal and external customers on how business software applications systems can be leveraged for business value and growth. • Facilitates the definition of business process and system requirements for new technology initiatives. • Manages the work of multiple development teams, including planning, risk mitigation, resource forecasting, and delivery. • Serves as liaison between customers, teammates and other business partners to identify and implement applications improvements. • Partners and aligns Information Services (IS) with customer business objectives by establishing working relationships at individual and department levels with customers. • Promotes modern agile/iterative work processes to teams and management to focus on true customer value. • Ensures the delivery of applications support consistent with end user expectations and service level agreements. • Monitors customer satisfaction levels with activities executed across IS functions. • Monitors and reports operational service level agreements across customers and technical operations teams. • Establishes performance metrics and measurement criteria for internal and external service processes, emphasizing improving overall customer service responsiveness. • Develops, tracks and reports metrics and key performance indicators (KPI) for the team. • Monitors and ensures a high level of customer satisfaction with services provided. • Drives operational efficiencies through oversight of continuous improvement/lean initiatives relating to business software applications systems. • Manages third party providers, defining work, drafting Statements of Work (SOWs), monitoring performance, evaluating results, and tracking cost and timelines. • Designs, develops, tests, and validates workflow and process controls with customers and operations teammates. • Manages migration to production. • Trains and mentors teammates on applications functionality, operations, and formal continuous improvement methodologies through implementation and go-live processes. • Provides continued application support after go-live. • Manages creation and updates to system documentation in accordance with regulatory, financial, legal, and departmental requirements. • Develops standards, policies and procedures to guide developers and technical support personnel. • Leads multiple projects and oversees developers to ensure that specifications are met. • Performs additional duties as directed.