Manager, Services

Schedule

This position is hybrid and remote eligible for up to 40% of the time. The office location for this position is at ESL Corporate Headquarters in Rochester, NY. Hours are Monday - Friday 8:00 a.m.

- 5:00 p.m. Must be flexible to meet current and future business needs.

40 hours per week.

ESL offers a competitive benefits package which focuses on providing a work life balance for all employees. Our benefits include robust options such as our wellness program, family assistance plan, 401k with match, paid volunteer time and Learning & Development training among many others.

Salary: $160,267 Salary Range: $123,308 - $197,226

In addition to competitive pay and benefits, we offer an annual performance-based incentive that rewards eligible employees for their contributions to our success.

The Manager, Application Services is responsible for ensuring that ESL’s internal and externally hosted application systems deliver high availability, performance, and reliability in alignment with established service level expectations. This role oversees the effective allocation of resources across a portfolio of initiatives, balancing enhancement requests with ongoing operational (KTLO) commitments. This position leads and develops a team of Business Systems Analysts (BSAs), ensuring they are equipped to meet evolving business and technology needs.

The Manager serves as a strategic partner across the organization, collaborating with Enterprise Architecture, Agile teams, and business leaders to deliver innovative, scalable, and compliant solutions.

• Oversee support, performance, and availability of internal and vendor-hosted business systems.
• Ensure systems meet or exceed uptime, reliability, and performance targets.
• Lead 24x7 operational support, incident resolution, and problem management.
• Drive capacity planning for both technology systems and analyst resources.
• Partner with Enterprise Architecture to align systems with strategic roadmaps and standards.
• Ensure compliance with security, risk, and regulatory requirements.
• Promote system modernization and adoption of emerging technologies.
• Maintain appropriate documentation for technical and business audiences.

• Lead, coach, and develop a team of Business Systems Analysts to achieve high performance and engagement.
• Foster a culture of continuous learning, adaptability, and innovation.
• Develop team capabilities in Agile methodologies, business analysis practices, and emerging technologies.
• Encourage professional certifications and skill development aligned with industry standards.
• Conduct performance management, workforce planning, and succession planning.
• Align employee development plans with organizational and strategic priorities.
• Promote collaboration, knowledge sharing, and cross-functional engagement.

• Manage resource allocation across projects, enhancements, and KTLO activities.
• Participate in prioritization, backlog management, and governance processes.
• Ensure that upgrades on all major systems occur on a regular and/or required basis and that proper support plans are in place and communicated.
• Works closely with other S&T departments to ensure that deliverables meet standards for Business Units and timeliness expectations.
• Ensure delivery outcomes meet quality, scope, and timeline expectations.
• Balance business demand with operational capacity and strategic priorities.
• Partner with business stakeholders to balance strategic initiatives with operational needs.
• Drive value-based prioritization aligned to business outcomes and customer impact.

• Partner with Enterprise Architecture and leadership to align technology initiatives with organizational strategy.
• Coordinate annual technology planning across business and technology teams.
• Oversee application portfolio assessments and remediation planning.
• Contribute to corporate technology strategy and planning documentation.
• Identify opportunities for process automation, innovation, and digital…