Sr. Manager, Application Support

The Sr. Manager, Application Support is a strategic leader responsible for directing the delivery and evolution of Bond’s application support services across multiple teams, clients, and portfolios. This role requires a highly skilled professional who excels at navigating complex challenges with significant ambiguity, balancing strategic vision with hands-on execution.


The successful candidate will be a trusted thought leader within Bond, inspiring teams to deliver exceptional service, driving process and technology improvements, and ensuring application stability and performance that directly supports client success and business growth.

 

Key Responsibilities

Strategic Leadership & Vision

• Define and lead the strategic direction for the Application Support function in alignment with Bond’s broader business goals.
• Contribute to the development of new service offerings and enhancements to existing support capabilities.
• Serve as a change agent, championing innovation, process maturity, and continuous improvement.
• Leverage deep understanding of client needs, industry trends, and competitive insights to inform strategy and operational priorities.

People Leadership & Team Development

• Lead multiple Application Support teams across various projects and clients.
• Build and sustain a high-performing team culture that fosters collaboration, innovation, and accountability.
• Actively manage resourcing, budgeting, and team structure to align with strategic priorities.
• Mentor managers, team leads, and senior technical staff, developing leadership capability within the function.
• Conduct performance optimization initiatives to scale team capacity and improve efficiency.

Operational Excellence & Delivery

• Oversee delivery of Tier 1, Tier 2, and Tier 3 application support, ensuring high availability, reliability, and performance.
• Drive optimization of incident, problem, and change management processes to reduce escalation volume and improve resolution times.
• Ensure compliance with security, regulatory, and best-practice standards in all solutions and processes.
• Lead cross-functional initiatives to address systemic issues, improve tooling, and enhance service quality.
• Manage support for larger and more complex client portfolios, balancing multiple priorities and service level agreements (SLAs).

Business Acumen & Impact

• Apply advanced understanding of Bond’s revenue streams (Gross Revenue, Net Revenue, Gross Margin) to make informed decisions that balance client satisfaction with operational efficiency.
• Participate in P&L discussions for the function and provide input on cost and investment considerations.
• Use business and client knowledge to influence product and service evolution.
• Actively contribute to Bond’s market presence through thought leadership, client engagement, and industry participation.

 

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent experience.
• 8+ years of experience in application support, IT operations, or software engineering, including 3+ years in leadership roles managing multiple teams or functions.
• Proven track record in leading strategic initiatives, managing large client portfolios, and delivering measurable operational improvements.
• Strong understanding of application architecture, infrastructure dependencies, and service management best practices (ITIL or similar).
• Exceptional leadership, communication, and stakeholder management skills, with the ability to influence at all levels.

Technology And Tools:

• Microsoft stack including native Azure, .NET, SQL.
• Observability and monitoring: Splunk, Dotcom, App Insight, Log Analytics.
• Process automation:  MFT, Power Automate, Zoho, PagerDuty.

Preferrable:

• Familiarity with the Azure Well-Architected Framework.
• Familiarity with modern observability, monitoring, and automation tools.
• Experience with budget management and cost optimization in a technology function.
• Demonstrated success in building new service offerings or transforming existing support functions.
• Microsoft Azure certification.
• ITIL or equivalent of IT Operations and support certification.

 

Key Competencies

• Strategic Thinking: Balances long-term vision with near-term execution.
• Complex Problem-Solving: Navigates ambiguity and develops innovative, scalable solutions.
• Leadership Impact: Inspires and mentors leaders and teams to achieve excellence.
• Collaboration: Builds strong relationships across functions, geographies, and client portfolios.
• Business Insight: Understands and acts on the financial and operational levers that drive success.

Bond is proudly recognized as a Great Place to Work and Best Managed Company. We’re 800(ish) people working tirelessly together to make the world a more loyal place. You’ll be joining a hyper-talented team with a galaxy of skill sets ranging from research to creative to digital and beyond. You’ll have an excellent opportunity to grow, learn and make an impact as we tackle some of our client’s biggest business challenges. 

At Bond, we are proud to be a diverse organization, and we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly create equal opportunity and positive employment experiences for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and people with intersectional identities.

Please connect with our People & Values team should you require any accommodation.