About this opportunity
Horizontal Talent lists this APM, Sr Manager opportunity in boston, Massachusetts. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Bring your application support leadership experience to a high-visibility role where you’ll help guide a globally distributed team and strengthen service delivery across multiple regions. This hybrid Boston opportunity is ideal for a hands-on leader who enjoys improving operations, partnering with stakeholders, and driving continuous improvement in a fast-paced environment.
Responsibilities
Act as the primary operational partner for client stakeholders and help keep communication clear and consistent.
Coordinate application support delivery across teams in Boston, Mexico, and India.
Lead service reviews, governance meetings, escalation management, and major incident coordination.
Track service levels, KPIs, ticket patterns, risks, dependencies, and corrective actions.
Support transition planning, knowledge transfer, and operational readiness activities.
Align priorities across Level 1 and Level 2 support teams to keep work moving smoothly.
Improve support processes, documentation, team handoffs, and prevention of repeat issues.
Help plan staffing, coverage, capacity, and knowledge continuity.
Drive process improvement through automation, shift-left approaches, and AI-enabled support where appropriate.
Share service updates, risks, and recommendations with delivery and client leadership.
Skills
10+ years of experience in application support, production operations, technology delivery, or managed services.
Proven experience leading client-facing, globally distributed support teams.
Strong understanding of incident, problem, change, knowledge, and service-level management.
Experience supporting major incidents, governance meetings, performance reporting, and continuous improvement efforts.
Solid stakeholder management skills and the ability to communicate confidently with leadership.
Working knowledge of modern applications, data platforms, APIs, integrations, cloud services, and observability tools.
Strong operational judgment and the ability to balance priorities across multiple teams and time zones.
Preferred Skills
Background in asset management or financial services.
Experience with support consolidation or managed-service transitions.
Familiarity with ServiceNow, ITIL, SRE practices, and 24x7 operations.
Experience with AI-assisted support, automated runbooks, or self-healing capabilities.
A proactive, collaborative mindset with a focus on service quality and team success.
Horizontal is committed to building an inclusive workplace where different perspectives, backgrounds, and experiences are valued and respected. We welcome candidates who share a commitment to diversity, equity, and inclusion and who want to help create a supportive environment for clients, teammates, and communities.
By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.
Please apply through this online posting or by visiting our Job Board at Applications will be accepted for 4 weeks. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $69 - $107 per hour based on qualifications and experience.
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.