Senior Manager, Enterprise and Systems

Senior Manager, Enterprise Applications and Systems is responsible for the operational management, technical leadership, and continuous improvement of the firm’s enterprise application ecosystem. This role oversees the delivery, support, and performance of critical business and legal systems across practices, business services, and risk and compliance domains. The leader drives a strategic transformation of the firm’s application ecosystem, leveraging emerging technologies and AI to modernize operations, enhance efficiency, and deliver innovative business solutions.

They ensure all systems remain secure, stable, and optimized to meet evolving business needs while leading a high‑performing technical organization that delivers reliable, responsive, and scalable application services.

• Operational Leadership
  • Lead daily operations and support for a complex portfolio of firm applications and services, ensuring high availability, reliability, and performance.
  • Oversee incident, problem, and change management processes for application services, ensuring adherence to ITIL and firm standards.
  • Establish and track operational KPIs, including system uptime, performance, service quality, and efficiency improvements.
  • Drive continuous improvement in application delivery, support processes, and technical documentation.
  • Ensure upgrades, patches, and enhancements are delivered with minimal disruption to firm operations.
• Technical Oversight
  • Provide hands‑on technical guidance and direction for application engineers, administrators, and analysts.
  • Oversee integrations, configurations, and performance tuning across platforms.
  • Maintain a deep understanding of the firm’s core systems, including Practice Solutions, Enterprise Platforms, Finance, Productivity & Collaboration, and Risk & Compliance.
  • Lead adoption and governance of no‑code/low‑code platforms such as Microsoft Power Platform and Service Now App Engine.
  • Partner with business and practice teams to evaluate, adopt, and integrate AI into services, processes, and systems.
  • Collaborate with infrastructure, cloud, and cybersecurity teams to ensure secure, compliant, and optimized hosting environments.
  • Support system integrations and automation initiatives to reduce manual effort and improve user experience.
• Team Management
  • Lead, coach, and develop a team of application professionals focused on operational excellence and customer service.
  • Assess team capabilities, identify skill gaps, and realign responsibilities or reorganize teams as needed.
  • Develop and implement retraining programs to enhance technical competencies and cross‑functional collaboration.
  • Foster a culture of accountability, technical rigor, and continuous learning with an AI and data‑first foundation.
  • Promote Agile and Scrum methodologies to improve collaboration, delivery cadence, and responsiveness to change.
  • Manage workloads, priorities, and resource planning to meet service expectations and project commitments.
  • Partner with HR and firm leadership to attract and retain top technical talent.
• Vendor & Platform Management
  • Oversee vendor performance, contracts, and support agreements for assigned platforms.
  • Manage escalation of technical issues with vendors and coordinate resolution efforts.
  • Evaluate and recommend platform updates, technical roadmaps, and lifecycle plans.
• Governance & Compliance
  • Ensure adherence to firm policies, data protection, and regulatory standards.
  • Collaborate with Risk, Compliance, and Information Security teams to maintain proper controls and audit readiness.
  • Develop, maintain, and test business continuity and disaster recovery plans for responsible applications and platforms.
  • Perform other duties, as assigned.

• Proven experience with legal or professional services applications such as iManage, Intapp products, Elite 3E, Office
  365, Litera products, Bighand Create, or similar platforms.
• Experience leading team restructuring, workforce development, and technical upskilling initiatives.
• Demonstrated success implementing Agile or Scrum practices in technical operations or application delivery teams.
• Deep understanding of system administration, integration, and…