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Senior Manager of Applications Management & Support

San Francisco, CA

Role Overview

The Senior Manager of Applications Management & Support is a high impact position within ServiceSource’s Technology Solution Services group.  Technology Solution Services is responsible for defining, developing, deploying, and supporting technology solutions that allow ServiceSource to maintain a competitive edge within the services renewal industry. Reporting to the Director of Applications Management & Support, Senior Manager of Applications Management & Support is accountable for the technology platform deployed across the NALA geography. As such, responsibilities include scheduling and directing activities to resolve hardware and software problems in a timely and accurate fashion, resource management to ensure the consistent performance of all production environments and applications, addressing high visibility issues as they arise, and establishing and maintaining relationships with key business owners. Production environments and applications span network infrastructure, server infrastructure, data communications, and telecommunications systems.  This position will be based out of our San Francisco or Nashville office.

Roles and Responsibilities

  • Primary interface with key business owners in the NALA theater
  • Primary owner of production application environments in the NALA theater, including MS CRM, Goldmine CRM, custom applications and portals, reporting and analytics, and intranet and extranet
  • Resolution of applications issues in a time sensitive fashion, ensuring that proper priority is assigned when there are multiple issues occurring simultaneously
  • Responsible for application environments in Sunnyvale, San Francisco, Denver, and Nashville offices
  • Manage internal and external resources to meet business requirements and support a dynamic application environment
  • Direct management of NALA specific Applications Management & Support projects
  • Backup coverage for activities and high priority issues occurring in the North America (NALA) theater
  • Maintain Infrastructure to best industry standards and manufacturers specification
  • Maintain the highest level of availability and security
  • Staff management and team objectives
  • Vendor and external partner management
  • Provide technical expertise for projects and activities under development or in deployment
  • Provide and stimulate technological knowledge exchange within the Applications Management team and the department as a whole
  • Planning for organizational growth
  • Proactive research of latest tools and technological developments in technology infrastructure and their potential applications

Qualifications

  • Bachelor’s degree in Engineering, Computer Science, Science or related field
  • Experience managing junior and mid level resources
  • Experience interacting with external vendors
  • Successful management of projects taking up to six months to complete
  • 3-5 years of technology management experience
  • 3-5 years of application management and support
  • 1+ years Microsoft CRM experience in configuring and customizing MS CRM 4.0 including user accounts, profiles, roles and security settings
  • 3+ years SQL experience (Microsoft SQL Server 2005)
  • 1-3 years of ASP/.Net development experience
  • Experience in Administration and management of enterprise level application(s)
  • Proven experience in SharePoint configuration, development and administration (2003, 2007)
  • 3+ years of multi-lingual/multi-currency system support
  • 2+ years of system development experience (preferably Dell, HP, Microsoft, VMWare, Network Appliance)
  • Firm understanding of reports design & development (preferably Business Objects and/or Microsoft Reporting Services)
  • Must possess strong inter-personal relations and excellent verbal/written communication skills

Compensation

ServiceSource will offer an attractive benefits and compensation package. Compensation package will consist of a competitive base salary, bonus and equity participation.

To Apply

All qualified candidates should send their resume to rhangartner@servicesource.com

About ServiceSource

ServiceSource is the service revenue performance company. We partner with technology, healthcare, and life sciences companies to maximize maintenance, support, and subscription revenue while optimizing customer loyalty. We increase contract renewal rates for clients on average by 10–25 percentage points – and in some cases by up to 40 points. These dramatic results are achieved via a purpose-built service revenue solution, including a suite of cloud applications and managed services built on a proprietary technology platform, which combines the industry's most robust data management engine and a unique service revenue master, leveraging benchmarks and best practices developed with 85 leading global clients. Our solution delivers proven results through a 100% pay-for-performance business model that enables a success-driven, shared-risk partnership. Headquartered in San Francisco with more than 1,300 employees worldwide, ServiceSource has $5 billion in service revenue under management.