Manager of Software Services

We are seeking a skilled and experienced Manager of Software Services to lead the daily operations of Heilind's enterprise software platforms. This strategic and operational leadership role ensures the reliability, performance, and alignment of our business applications with organizational goals. The Manager will lead a team of application support professionals, collaborate across departments, and drive innovation through emerging technologies including artificial intelligence (AI).

This position reports to a Heilind office onsite at least three days per week (currently Tuesday-Thursday).
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Other duties as assigned.
Team Leadership

• Lead, mentor, and manage a team of software support and application specialists.
• Lead the level1 support teams (operations & helpdesk)
• Foster a culture of accountability, collaboration, and continuous learning.
• Conduct performance evaluations and support career development initiatives.

Platform & Application Management

• Oversee and manage the lifecycle of enterprise software environments and infrastructure, ensuring uptime, scalability, and security.
• Manage the day-to-day operations for enterprise applications at Heilind including Oracle, Telnet, and other related global solutions.
• Manage middleware and integration platforms (Sterling Commerce, MuleSoft, Oracle OIC, etc.)
• Support and maintain administrative tools and back-end systems (ServiceNow, Zabbix, etc.)
• Provide accurate, timely, and professional resolution on all reported issues per IT SLAs.
• Monitor system health and user satisfaction through performance metrics and feedback loops.
• Manage incident and problem resolution processes, including root cause analysis and preventative measures.
• Lead software upgrades, patches, and configuration changes with minimal disruption.

Strategic System Oversight

• Maintain and optimize integrations between enterprise platforms and interfacing systems.
• Ensure seamless communication between applications and third-party tools.
• Collaborate with IT teams to design, deploy, and support scalable cloud and on-premises solutions.
• Align software services strategy with organizational objectives and digital transformation goals.
• Participate in budgeting, resource planning, and vendor contract negotiations.

Innovation & AI Integration

• Evaluate emerging technologies and recommend enhancements to existing platforms.
• Stay current on AI trends and emerging technologies.
• Identify opportunities to apply AI to solve business challenges and improve efficiency.
• Lead deployment of AI-driven solutions that deliver measurable business impact.

Governance & Planning

• Align software services strategy with organizational goals and digital transformation initiatives
• Participate in budgeting, resource planning, and vendor contract negotiations
• Ensure accurate documentation of systems, processes, and procedures.
• Ensure compliance with internal policies, IT security policies, industry standards, and regulatory requirements.

Education/Experience

• Bachelor's degree in Computer Science, Information Systems, or related field (Master's preferred).
• Minimum of 7 years of experience in enterprise software operations or IT service management.
• At least 3 years of experience in a leadership or managerial role.
• Proven experience with ERP systems, SaaS platforms, and cloud technologies.
• Familiarity with ITIL framework and best practices in incident, problem, and change management.
• Experience managing vendor relationships and cross-functional project teams.

Skills And Requirements

• Strong leadership and team-building capabilities.
• Excellent communication and interpersonal skills.
• Deep understanding of enterprise software architecture and system integration.
• Proficiency in performance monitoring tools and KPI development.
• Ability to manage multiple priorities in a fast-paced environment.
• Strategic thinking with a focus on innovation and continuous improvement.
• Knowledge of AI technologies and their application in enterprise settings.
• Strong analytical and problem-solving skills.
• Commitment to documentation, compliance, and operational excellence.
• Excellent teamwork skills for cross-functional collaboration.
• Ability to work under pressure, manage multiple tasks, and meet deadlines.
• Must be a U.S. Citizen due to U.S. government contractual agreements.
• Standard work schedule is Monday--Friday, 8:00 AM to 5:00 PM, with on-call availability for emergencies.
• Must be able to report to Wilmington, MA and work onsite Tuesday--Thursday (remote Monday and Friday).
• Ability to solve problems and see projects through to completion.
• Must provide at least two professional references who can attest to interpersonal skills, work ethic, teamwork, leadership, integrity, multitasking ability, and openness to feedback.
• Ability to successfully pass a background check.

Physical Requirements
While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers, and customers. Reasonable accommodation may be provided to enable individuals to perform the essential functions of this job.

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Substantial movements (motions) of the wrists, hands, and/or fingers (paperwork, typing, using mouse/keyboard). The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

Working Conditions
Position is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)

Equal Opportunity Employer
We are an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled