Application Services Manager

The Cavco Family of Companies•Phoenix, AZ

About The Position

The Application Services Manager is responsible for the day-to-day operational leadership, support, and service delivery of the organization’s enterprise application portfolio. This role serves as the primary operational owner for application services, ensuring responsive support, effective triage of incidents and requests, disciplined change management, and strong coordination between IT teams, business stakeholders, and vendors. Reporting to the Director of Enterprise Applications, the Application Services Manager enables the Director to focus on strategic initiatives by assuming responsibility for daily application operations, service performance, and minor enhancement prioritization. The role is critical to improving service levels, reducing ticket resolution times, and strengthening governance around application support and change management. The Application Services Manager is expected to develop strong working knowledge of enterprise systems supporting accounting, finance, manufacturing, sales, and other business functions, and to translate business needs into effective operational execution.

Requirements

Bachelor’s degree in a technical or business-related field preferred.
8+ years of progressive experience in enterprise application support, application management, or IT service delivery.
3+ years of experience in a lead or managerial role overseeing application operations or support teams.
Strong experience supporting ERP and other enterprise applications in complex business environments.
Strong technical knowledge of the wholistic application environment and interconnectivity including operating systems, databases, interfaces, application code, application security, and application configuration best practices.
Working knowledge of ITIL-based service management processes (Incident, Problem, Change).
Experience coordinating across technical teams, business stakeholders, and vendors.
Excellent organizational, prioritization, and problem-solving skills.
Strong verbal and written communication skills.

Nice To Haves

Experience with ERP integrations, upgrades, or migrations.
Familiarity with reporting, BI tools, and basic SQL querying.
Exposure to both cloud-hosted and on-prem application environments.
Background in manufacturing, finance, or operations-driven organizations.
Demonstrated commitment to delivering high-quality user experiences

Responsibilities

Application Operations & Support Assume responsibility for day-to-day production application uptime and timely processing working through members of the Enterprise Applications technical team.
Monitor and mentor Enterprise application technical resources through production problem communications, escalations, issue resolution, and root cause analysis.
Support onboarding new production applications, ensuring appropriate primary/backup support technical team members are assigned, appropriate application security and best practice configurations are implemented, and related IT teams are aware of critical go-live milestones and important support details.
Manage application support ticket queues, including service requests, incidents, and enhancements, to ensure timely resolution and adherence to service level expectations.
Serve as the primary point of contact for routine application issues, escalations, and P1/P2 incident coordination.
Ensure incidents, problems, changes and requests are properly tracked, documented, and communicated.
Monitor service performance metrics, ticket trends, and user satisfaction; identify and implement continuous improvements.
Drive application resiliency through effective incident management, root cause analysis, and remediation planning.
Partner with the Director to support disaster recovery (DR) and business continuity planning (BCP) for critical applications.
Coordinate enhancement and change requests with business analysts, developers, and vendors.
Assist in prioritizing minor enhancements and backlog items in alignment with business needs and capacity.
Ensure changes follow defined governance, documentation, and testing standards.
Act as a liaison between business units and technical teams to ensure clear communication and expectation management.
Coordinate with third-party vendors on issue resolution, escalations, and performance monitoring.
Support vendor SLA adherence and operational aspects of vendor relationships.
Develop, maintain, and enforce operational best practices, procedures, and standards for application support.
Ensure documentation and knowledge base materials are maintained for application processes, workflows, and common issues.
Support compliance, security, and access control practices as defined by IT leadership.