Director of IT Application Services, US IT Operations
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Locations: Boston, Massachusetts; Toronto, Ontario
Time Type: Full time
Posted On: Posted 4 Days Ago
Job Requisition ID: JR24080664
The Opportunity
The Director of IT Application Services will be responsible for overseeing a subset of 100 applications within the IT Operations department, with a focus on application support and development for business lines such as Life Insurance and Long Term Care. This role will involve ensuring that IT applications are UP, SECURE, ACCURATE, and PERFORMING, while also aligning with the organization's mission of streamlining processes to be Easier, Better, and Faster. By leveraging these skills, the Director will effectively lead and oversee the support and development of critical applications, while aligning these efforts with the organization's strategic objectives.
Office Locations: Toronto - Canada or Boston - USA
Work Arrangement: Hybrid - 3 days in office, 2 days from home; Working remotely is not available.
Job Responsibilities:
Lead and Manage Application Support: Direct and guide multiple global teams of technical professionals to ensure the effective support and development of a subset of 100 applications, aligning with business lines such as Life Insurance and Long Term Care. Provide strategic direction and create a collaborative, high-performing team culture to achieve organizational objectives, with a focus on effective people management.
Ensure Application Performance and Security: Oversee the maintenance and optimization of IT applications to ensure they are UP, SECURE, ACCURATE, and PERFORMING, utilizing deep technical expertise to address complex issues and make data-driven decisions to enhance application performance and support processes.
Strategic Alignment and Business Integration: Understand business objectives and align application support efforts with the strategic goals of the organization, effectively communicating technical concepts to non-technical stakeholders to ensure seamless integration with broader business operations.
Project and Change Management: Manage projects related to application support, including planning, resource allocation, and execution to ensure the successful delivery of support services and development initiatives. Drive change within the application support and development processes, managing transitions, upgrades, and enhancements effectively while minimizing disruptions to business operations.
Vendor Relationship and Strategic Planning: Work with third-party vendors and service providers to ensure the delivery of high-quality application support services, managing vendor relationships and contracts. Develop and execute long-term strategic plans for application support, aligning with broader IT and organizational strategies to drive successful outcomes.
Required Skills and Experience:
Leadership: The ability to lead and manage a team of technical professionals, including setting strategic direction, providing guidance, and fostering a collaborative and high-performing team culture.
Technical Expertise: A deep understanding of application support and development processes, including knowledge of various technologies, platforms, and programming languages relevant to the applications being supported.
Business Acumen: The capacity to understand the business objectives and align application support efforts with the strategic goals of the organization, while also effectively communicating technical concepts to non-technical stakeholders.
Problem-Solving: Strong analytical and problem-solving skills to identify and address complex technical issues, as well as the ability to make data-driven decisions to optimize application performance and support processes.
Communication: Excellent communication skills, including the ability to effectively communicate with technical and non-technical stakeholders, present findings and recommendations, and negotiate and influence to drive successful outcomes.
Project Management: Experience in managing projects related to application support, including planning, resource allocation, and execution to ensure successful delivery of support services and development initiatives.
Change Management: The ability to navigate and drive change within the application support and development processes, including managing transitions, upgrades, and enhancements effectively while minimizing disruptions to business operations.
Vendor Management: Experience in working with third-party vendors and service providers to ensure the delivery of high-quality application support services, as well as the ability to manage vendor relationships and contracts.
Strategic Thinking: The capacity to develop and execute long-term strategic plans for application support, as well as the ability to align those plans with broader IT and organizational strategies.
Collaboration: Strong collaborative skills to work effectively with cross-functional teams, including business stakeholders, other IT teams, and external partners, to ensure the seamless integration of application support with broader business operations.
Qualifications:
Bachelor's degree or higher in computer science, information systems, business administration, or a related field.
Minimum of 10 years of IT experience, with at least 5 years in managing application support or development teams.
Demonstrated success in delivering and/or maintaining large-scale IT solutions for financial services products or similar domains.
Exceptional communication, presentation, and interpersonal skills, with the ability to effectively influence and negotiate with senior business and IT stakeholders.
Strong strategic thinking, problem-solving, and decision-making abilities, with a capacity to balance short-term and long-term objectives and trade-offs.
Highly adaptable, flexible, and resilient, with a proven ability to thrive in a dynamic and fast-paced environment.
What can we offer you?
A competitive salary and benefits packages.
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
A focus on growing your career path with us.
Flexible work policies and strong work-life balance.
Professional development and leadership opportunities.
Our Commitment to You:
Values-first culture: We lead with our Values every day and bring them to life together.
Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
Continuous innovation: We invite you to help redefine the future of financial services.
Delivering the promise of Diversity, Equity and Inclusion: We foster an inclusive workplace where everyone thrives.
Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.
About Manulife and John Hancock:
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
Manulife is an Equal Opportunity Employer:
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.
Primary Location: Boston, Massachusetts
Working Arrangement: Hybrid
Salary Range: $120,610.00 USD - $223,990.00 USD
If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.
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