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Manager, Application Support

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Natural Factors

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Location:
Canada , Coquitlam

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

100000.00 - 115000.00 CAD / Year
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Job Description:

The Manager, Application Services is responsible for overseeing the operational support, stability, and continuous improvement of business-critical applications. This position leads the Application Services team and serves as the primary liaison between application support resources, business stakeholders, vendors, and delivery teams. The role owns application operations stability, service governance effectiveness, and alignment with business priorities.

Job Responsibility:

  • Provide leadership, coaching, and direction to the Application Services team to ensure stable and effective support of enterprise applications
  • Monitor and drive application service performance, including incident and problem management, escalations, and service-level accountability
  • Develop and maintain comprehensive end-to-end documentation for enterprise applications
  • Identify and document recurring issues suitable for transfer to Business Technology Services or other support teams
  • Collaborate with cross-functional leadership to establish clear ownership boundaries and ensure repeatable processes are maintained within the appropriate teams
  • Develop and maintain governance frameworks for application services, including request intake, prioritization criteria, escalation protocols, and performance metrics

Requirements:

  • 8+ years of experience in IT service delivery, application management, software operations, or related enterprise technology functions
  • 5+ years of people management experience leading technology or application-focused teams
  • Demonstrated experience owning or contributing to application lifecycle management, including upgrades, vendor coordination, and operational governance
  • Experience working closely with application support or operations teams in a production environment, either through direct management or strong partnership, including involvement in incident escalation, change management, or service governance
  • Strong leadership and stakeholder management skills
  • Excellent communication skills, including the ability to convey technical concepts to non-technical audiences
  • Proven problem-solving and decision-making abilities under time constraints
  • Strong organizational and prioritization skills
  • Continuous improvement mindset with a customer-focused approach
What we offer:
  • Great healthcare benefits (including health and personal spending accounts)
  • Company provided RRSP
  • Vacation and wellness days - 5 weeks in total
  • Employee appreciation events and wellness sessions
  • $300 per year to spend on company products plus discounts on our products
  • Free onsite parking and bus pass reimbursement
  • Discounts on local and sustainable companies
  • Tuition reimbursement

Additional Information:

Job Posted:
May 04, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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