Manager - Application Development, GSS

Bdpinternational•Philadelphia, PA

About The Position

The Manager - Application Development, Global Shared Services leads development and support for a portfolio of business-critical applications using the Microsoft stack in an AWS cloud environment. The initial portfolio serves the Surface/TBL transportation business and includes freight payment, transportation management, customer portals, pricing and rating, and EDI and API integrations connecting BDP with carriers and customers. The scope may expand to other shared-services applications. The manager is accountable for production stability, availability, incident response, support models, and the transition of Tier 1/2 application support to the global support organization. The role also delivers the application portfolio consolidation plan, leads employees and contractors, manages vendors, and partners with business stakeholders and IT teams on priorities, risks, releases, and operational performance. The position reports portfolio progress to the Director and business stakeholders.

Requirements

8+ years of experience in application development or IT, including 3+ years in management.
Proven experience transitioning application support into a global or enterprise service desk / ITSM model; ServiceNow is preferred.
Experience defining Tier 1/2/3 support boundaries and operating-level agreements.
Proven experience leading production support for business-critical, integration-heavy application environments.
Experience managing technical teams that include employees and contractors.
Experience delivering application portfolio consolidation, modernization, or legacy retirement.
Proficiency in Agile delivery practices, backlog management, and release governance.
Knowledge of integration technologies, including APIs, EDI, file-based integrations (SFTP/FTP), and middleware.
Ability to communicate clearly verbally and in writing with technical teams, business stakeholders, and senior leadership.
Ability to produce and enforce strong documentation, including runbooks, support matrices, and knowledge articles.
Ability to remain calm and decisive when managing production incidents.

Nice To Haves

Familiarity with transportation, logistics, freight payment/audit, TMS, or rating/pricing systems.
Familiarity with EDI transaction sets 204, 210, 214, and 990, and IBM Sterling or similar middleware.
Familiarity with shared-services or multi-business-unit IT environments.
Familiarity with enterprise integration standards and API-led integration approaches.
ServiceNow experience.

Responsibilities

Lead developers and contractors supporting the Global Shared Services application portfolio.
Own production stability, availability, and support, including incident escalation, Sev 1 response, and problem management.
Drive root-cause analysis and permanent fixes for recurring production issues.
Plan and carry out the transition of Tier 1/2 support to the global support team, including transition planning, knowledge transfer, runbooks, knowledge articles, escalation criteria, and operating-level agreements.
Define and own the Tier 3 support model, including primary and backup application owners, after-hours coverage, and contractor support scope.
Maintain support matrices, escalation paths, on-call and after-hours coverage, and runbooks for production-critical applications.
Track resolution times, escalation volumes, and recurring problems.
Deliver application portfolio consolidation plan milestones, manage dependencies and risks, and ensure retirements reduce support burden.
Report consolidation progress, portfolio health, support performance, and risk to the Director, business stakeholders, and IT leadership.
Lead and develop technical leads, developers, and contractors; create cross-training, succession, and capacity plans.
Manage contractor and vendor performance, scope, deliverables, and statements of work.
Partner with business stakeholders on priorities, UAT, and communications.
Oversee sprint planning, backlog prioritization, release coordination, and delivery risk across internal and contractor teams.
Review technical designs and production readiness with technical leads.
Coordinate with infrastructure, network, database, security, integration, and service-management teams on dependencies, changes, incidents, and appropriate transition of Surface-specific infrastructure dependencies into enterprise support.
Hold regular operational reviews and stakeholder updates.
Uphold security, compliance, change control, and financial-system controls across the portfolio.