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SalaryWe are Builders FirstSource, America’s largest supplier of building materials, value-added components and building services to the professional market. You’ll feel proud of the work you do here every day to transform the future of home building and help make the dream of home ownership more achievable. At BFS, we believe building a successful career is not solely defined by a degree. Your experience, skills, and passion are just as important, if not more so. As such, we are committed to creating a diverse and inclusive workplace that welcomes candidates from all backgrounds and experience levels.
The Senior Manager position entails ensuring the availability, support, and high-quality end-user customer service of applications within the defined service level agreement. Additionally, this role is tasked with promoting stability and quality in support services in accordance with the criticality of applications for business operations. Strategically developing and executing an Application Support strategy to drive measurable business KPIs is also a key responsibility. The incumbent is expected to continually enhance expertise in business processes and enabling technologies, while managing third-party service providers for application services.
This role integrates business strategy and industry best practices to establish the direction of Application Support for the organization, focusing on strategic alignment and business value. Driving continuous improvements to stabilize and rationalize existing IT applications, with a particular emphasis on increasing application availability and growth is paramount. A solid understanding of SDLC, change management, and release management processes is essential. Implementing controls to ensure adequate approvals and quality checks before changes are deployed into the production environment is also part of the responsibility of this role.
Providing dependable Application Support services for the IT application portfolio is a core duty. This entails overseeing both internal and external managed service support to ensure delivery meets SLAs and contracts. Holding team members accountable for timely and proper support of systems, as well as leading root cause analysis of failures and ensuring the implementation of permanent corrective actions, are integral tasks. Additionally, tracking and reporting on Application Support metrics and key outages, while implementing continuous improvement initiatives to address chronic issues, are essential aspects of the role.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Leads a team of professionals and provides functional and technical expertise to maintain applications for all operational areas at BFS, responsible for applications for a specific technical or business area.
- Manages Application Support teams, ensuring that reported problems are prioritized and addressed in a timely manner, so that all Service Level Agreements (SLAs) are met.
- Continuously analyze support incidents and recurring problems to recommend and implement corrective actions.
- Cultivate a collaborative and accountable environment, ensuring minimal disruption to business systems.
- Effective in managing application managed services ensuring seamless operation, optimal performance, and continuous improvement of software applications.
- Negotiates contracts and effectively manages consultants, technical personnel, and vendors for services and products ensuring that SLAs are adhered to and delivery of services is of high-quality.
- Strategically evaluate ongoing operational costs to identify opportunities for annualized reductions.
- Deliver monthly IT updates to all IT business partners, ensuring transparency on performance and service levels; collaborate with IT leadership team and third-party vendors to anticipate and address future needs proactively.
- Ensure appropriate regression testing protocols before promoting changes to the production environment.
- Enforce the organization's 'Black-out' policy to maintain application availability during financial close and meet operational goals.
- Lead crisis management efforts, particularly Major Incident Management, for critical system outages related to Application Support.
- Conducts quality assurance audits in support of a robust quality plan, including post-mortem assessments and suggest improvements in process or procedure.
- Ensures that accurate documentation for application configurations, support processes, and troubleshooting procedures are maintained and up to date.
- Collaborate directly with Application BUILD towers to strategize and execute software upgrades, enhancements, and fixes.
- Consults with Application BUILD towers to analyze computer system needs for business operations, to determine scope and priorities of projects, and to discuss system capacity and equipment acquisitions.
- Recommends, develops, and manages plans for systems development and operations, hardware and software purchases, budget, and staffing.
- Collaborates to develop, and appropriately executes, a communication strategy, including stakeholder analysis, ongoing communications and adoption plans.
- Provide leadership and guidance to coach, motivate, and lead team members to their optimum performance levels and career development.
This job has supervisory responsibilities, including but not limited to: supervises assigned team members (in-person and remote); talent selection and training; planning, assigning, and directing work; performance management, including conducting performance reviews; recognizing team members; addressing and resolve concerns timely, escalate for help when necessary.
MINIMUM REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Bachelor's degree from an accredited college/university.
- 10+ years relevant work experience.
- Or an equivalent combination of education and experience.
- Evaluates Problems: Evaluates and analyzes different types of information objectively to identify appropriate solutions; writes fluently, establishing the key facts clearly and interprets numerical data effectively.
- Technical Communication/ Presentation: Communicates with clarity and precision, presenting complex information in a concise format that is audience appropriate.
- Adjusting and Driving Change: Takes a positive approach to tackling work and embraces change; invites feedback relating to performance and deals constructively with criticism. Identifies the need for and drives change when required to achieve objectives.
- Focuses on Customers: Understands and anticipates customer needs and takes action to provide high-quality products and services to exceed expectations.
- Demonstrates Business Acumen: Demonstrates working knowledge of market, economic, legal, and regulatory environments and how they impact the business.
- Agile Best Practices: Understands how agility is leveraged in IT ways of working. Adopts agile best practices as appropriate throughout the assigned work lifecycle. Responds to feedback quickly based on comments of internal and external customers and needs of the market.
- Bias for Action: Takes initiative and identifies what needs to be done and acts without waiting to be asked. Executes work in a timely manner. Suggests improvements to current ways of working.
- Provides Leadership: Makes decisions and takes responsibility; directs and leads others even in ambiguous circumstances, coordinating activities; provides encouragement and inspiration to help others succeed.
- Builds Effective Teams: Builds high performing teams by integrating a diversity of skills and personalities and creating a deep sense of accountability and shared purpose.
- Develops Talent: Focuses on developing, coaching, and mentoring talent to improve individual and organizational performance. Contributes to building talent that the industry, market, and BFS needs.
- Manages Stakeholders: Builds relationships and takes account of the needs of multiple stakeholders to influence and drive decisions for beneficial business outcomes.
- Drives Success: Takes action, initiates activity and seizes opportunities for new business; pursues goals with persistence and achieves outstanding results.
- Business and Financial Acumen
- Demonstrates depth of understanding for the P&L and financial analysis
- Teaches business and financial acumen to others.
- Understands KPIs and how BFS makes money.
- Knows the different business segments and how they relate to one another.
- Understands customer sales and engagement.
- Demonstrates functional and/or technical expertise.
- Understands complex issues and demonstrates problem solving skills.
- Understands how to maximize business results regardless of industry cycle.
- Results Driven
- Holds self and others accountable.
- Communicates and sets clear goals with plans to deliver.
- Manages competing priorities effectively.
- Demonstrates appropriate urgency.
- Drives to exceed expectations in alignment with our BFS SPICE values.
- Embraces and follows best practices.
- Demonstrates self-starter, can-do attitude.
- Strategic Thinking and Decision Making
- Leverages resources and teams around them to solve problems and create mutually beneficial outcomes.
- Demonstrates willingness and courage to make tough decisions in a timely manner.
- Balances short-and-long term priorities
- Demonstrates proactive versus reactive thinking.
- Asks questions to identify root cause and analyze situations more accurately.
- Servant Leadership
- Demonstrates humility by putting others first.
- Builds trust-based relationships.
- Leads by example with kindness and respect.
- Collaborates well across all areas of the business.
- Advocates for others
- Actively listens to understand the meaning and intent of what the other person is communicating.
- Demonstrates authenticity and encourages others to do the same.
- Emotional Intelligence
- Demonstrates situational awareness – knows when and how to adjust leadership style in different situations.
- Demonstrates self-awareness – understands strengths and weaknesses.
- Demonstrates empathy – puts themselves in other’s shoes.
- Assumes positive intent.
- Develops and Leads Others
- Drives alignment through clear communication of vision, goals, and expectations.
- Invests time on a regular basis in performance feedback and developmental conversations.
- Fosters a respectful and inclusive environment.
- Empowers, motivates, and inspires others.
- Coaches and mentor others for their development.
- Guides and persuades others to deliver positive outcomes.
- Growth Mindset
- Demonstrates a growth mindset; takes appropriate risks, fails fast and forward, learns from mistakes.
- Perseveres and champions growth, even in the face of resistance, ambiguity, or possible failure.
- Thinks like an owner with an entrepreneurial spirit.
- Demonstrates and encourages intellectual curiosity.
- Continuous learner; seeks opportunities and knowledge for personal and professional growth.
- Sees possibilities over problems – actively seeks solutions.
- Innovation
- Encourages out-of-the box thinking to create new ways of doing things.
- Continuously seeks to improve and simplify pain points in the business.
- Anticipates, embraces, and leads change.
- Develops and executes breakthrough strategies.
- Integrity
- Does the right thing even under challenging circumstances?
- Communicates with honesty.
- Consistently treats others fairly and equitably.
- Demonstrates reliability and does what they say they will do.
- Conducts tough conversations and delivers difficult messages with kindness and respect.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Subject to both typical office environment and outside locations with temperature and weather variations.
- Must be able to lift and carry up to 25 pounds.
- Occasional travel may be required.
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At Builders FirstSource, we offer competitive, affordable benefits designed to make life better for you and the people you love. Our goal is simple — provide great plans that help you and your family to live happier, healthier and more secure lives. To view all our benefit offerings click here www.bldrbenefits.com.
Builders FirstSource is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability.
In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with Builders FirstSource, please call (214) 765-3990 or email: ADA.Accommodation@bldr.com. Please do not send resumes to this email address - it is intended only to be used to request an accommodation in submitting an application for a job opening.
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