Manager, Application Services

Hours:

40

Schedule:

This position is hybrid and remote eligible for up to 40% of the time. The office location for this position is at ESL Corporate Headquarters in Rochester, NY. Hours are Monday - Friday 8:00 a.m. - 5:00 p.m. Must be flexible to meet current and future business needs.

Comprehensive Benefits:

ESL offers a competitive benefits package which focuses on providing a work life balance for all employees. Our benefits include robust options such as our wellness program, family assistance plan, 401k with match, paid volunteer time and Learning & Development training among many others.

Pay and Pay Incentive:

Salary: $160,267 Salary Range: $123,308 - $197,226

In addition to competitive pay and benefits, we offer an annual performance-based incentive that rewards eligible employees for their contributions to our success.

Purpose of Position:

The Manager, Application Services is responsible for ensuring that ESL's internal and externally hosted application systems deliver high availability, performance, and reliability in alignment with established service level expectations. This role oversees the effective allocation of resources across a portfolio of initiatives, balancing enhancement requests with ongoing operational (KTLO) commitments. This position leads and develops a team of Business Systems Analysts (BSAs), ensuring they are equipped to meet evolving business and technology needs. The Manager serves as a strategic partner across the organization, collaborating with Enterprise Architecture, Agile teams, and business leaders to deliver innovative, scalable, and compliant solutions.

Accountabilities:

Technology and Application Services Leadership

• Oversee support, performance, and availability of internal and vendor-hosted business systems.
• Ensure systems meet or exceed uptime, reliability, and performance targets.
• Lead 24x7 operational support, incident resolution, and problem management.
• Drive capacity planning for both technology systems and analyst resources.
• Partner with Enterprise Architecture to align systems with strategic roadmaps and standards.
• Ensure compliance with security, risk, and regulatory requirements.
• Promote system modernization and adoption of emerging technologies.
• Maintain appropriate documentation for technical and business audiences.

Organizational Leadership and Talent Development

• Lead, coach, and develop a team of Business Systems Analysts to achieve high performance and engagement.
• Foster a culture of continuous learning, adaptability, and innovation.
• Develop team capabilities in Agile methodologies, business analysis practices, and emerging technologies.
• Encourage professional certifications and skill development aligned with industry standards.
• Conduct performance management, workforce planning, and succession planning.
• Align employee development plans with organizational and strategic priorities.
• Promote collaboration, knowledge sharing, and cross-functional engagement.

Portfolio Delivery and Demand Management

• Manage resource allocation across projects, enhancements, and KTLO activities.
• Participate in prioritization, backlog management, and governance processes.
• Ensures that upgrades on all major systems occur on a regular and/or required basis and that proper support plans are in place and communicated.
• Works closely with other S&T departments to ensure that deliverables meet standards for Business Units and timeliness expectations.
• Ensure delivery outcomes meet quality, scope, and timeline expectations.
• Balance business demand with operational capacity and strategic priorities.
• Partner with business stakeholders to balance strategic initiatives with operational needs.
• Drive value-based prioritization aligned to business outcomes and customer impact.

Technology Strategy and Planning

• Partner with Enterprise Architecture and leadership to align technology initiatives with organizational strategy.
• Coordinate annual technology planning across business and technology teams.
• Oversee application portfolio assessments and remediation planning.
• Contribute to corporate technology strategy and planning documentation.
• Identify opportunities for process automation, innovation, and digital transformation.
• Stay current with emerging technologies and industry trends.

Vendor and Partner Management

• Manage relationships with key technology vendors to ensure performance and accountability.
• Negotiate contracts and ensure vendor alignment with business and architectural goals.
• Establish and monitor vendor SLAs and KPIs.
• Conduct vendor performance evaluations and risk assessments.
• Ensure vendor compliance with security and regulatory standards.
• Identify and onboard new vendors aligned to strategic objectives.

Operational Excellence and Continuous Improvement

• Drive improvements in service delivery, system reliability, and operational efficiency.
• Ensure regular system upgrades and lifecycle management.
• Implement continuous improvement practices using data-driven insights.
• Conduct root cause analysis and proactive problem management.
• Promote automation and process optimization initiatives.

Develop and manage within an annual budget to ensure fiscal responsibility and cost effectiveness

• Develop and manage departmental budget (Annual Operating Plan).
• Monitor expenses and ensure cost-effective operations.
• Support business units in planning and managing application-related budgets.

Qualifications:

• Bachelors degree or 10+ years of equivalent directly related experience.
• Minimum 10 years of experience in supporting application systems with various ranges of complexity and criticality.
• Minimum 5 years of experience in data support, troubleshooting, and advanced analytical techniques.
• Minimum 3 years of strong leadership experience in a technical environment.
• Commitment to achieving an inclusive work environment.
• Proven ability to manage those who lead complex projects and related activities.
• Strong coaching, motivational, and people development skills.
• Proven experience managing large vendor relationships.
• Demonstrated highly effective communications, interpersonal, and team building skills.
• Strong problem solving and decision making skills.
• Proven planning skills.
• Demonstrated ability to work effectively with personnel at all levels of the company.
• Acts as a change agent, driving adoption of new technologies and ways of working.
• Maintains awareness of industry trends, emerging technologies, and best practices.
• Demonstrates alignment with ESL's Core Values, mission, vision, and Purpose to help our community thrive and prosper.

Preferred Qualifications:

• Minimum 3 years of direct management experience.
• Minimum 5 years of experience in supporting banking application systems.
• Thorough understanding of banking products, services, and supporting business data, processes and technologies.

We're committed to diversity, equity, and inclusion. We believe we are a stronger, more successful organization because of this commitment. We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings. We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.

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