Enterprise Application Delivery and Support Manager

Enterprise Application Delivery & Support ManagerAt Nicolet National Bank, our culture is based on the principles of community banking, putting the needs of our customers at the forefront of our decision-making. Our Core Values drive everything we do, and we are committed to serving our customers with excellence. We believe that every job in our organization is critical to our success, and we are dedicated to creating a work environment where our employees feel valued, respected, and supported. With locations in Wisconsin, Michigan, Minnesota, Iowa, and Florida we are proud to service our local communities and make a positive impact on the lives of our customers. At Nicolet National Bank, we believe that our people are our most valuable asset, and we are committed to investing in their growth and development.Application Delivery & Lifecycle ManagementLead the end-to-end lifecycle of enterprise applications, including implementation, enhancement, support, modernization, and retirement.Partner with business and technical stakeholders to establish application roadmaps, delivery priorities, and investment plans.Lead delivery planning, backlog management, release coordination, and major technology initiatives.Balance enhancement requests, operational support, technical debt remediation, compliance requirements, and strategic initiatives.Drive modernization, automation, optimization, and continuous improvement efforts.Ensure appropriate application ownership, documentation, operational readiness, and support transitions.Contribute directly to complex initiatives, issue resolution, vendor engagements, and cross-functional technology projects.Application Support & Service GovernanceLead teams responsible for application administration, Tier 2 support, vendor coordination, and operational support activities.Establish support governance, operational standards, escalation procedures, and service expectations across the application portfolio.Monitor application availability, service performance, support trends, and operational health metrics.Drive incident, problem, change, and release management practices in partnership with service management teams.Facilitate root cause analysis efforts and ensure corrective actions are implemented and tracked to completion.Continually improve support processes, knowledge management, automation opportunities, and user experience.Ensure application support models remain scalable, sustainable, and aligned with business needs.Platform & Vendor ManagementEnsure applications align with enterprise architecture standards, security requirements, and technology strategy.Drive governance for platform configurations, integrations, upgrades, and releases.Manage relationships with vendors, implementation partners, and managed service providers.Oversee vendor performance, licensing, renewals, contracts, and support agreements.Evaluate platform capabilities, vendor roadmaps, and optimization opportunities.Support budgeting, forecasting, portfolio rationalization, and technology investment decisions.Risk, Security & ComplianceEnsure applications operate in accordance with security standards, regulatory requirements, and internal policies.Partner with cybersecurity, risk, compliance, and audit teams to address findings and mitigate risk.Maintain required documentation, operational procedures, and disaster recovery capabilities.Support audits, examinations, risk assessments, and remediation activities.Monitor and coordinate resolution of vulnerabilities, technology risks, and compliance issues.Team Leadership & CoachingServe as a player-coach for application administrators, analysts, support professionals, and technical specialists.Provide leadership, mentoring, and professional development while remaining actively engaged in delivery and operational activities.Develop team capabilities in application management, service management, troubleshooting, and vendor management.Foster a culture of accountability, ownership, collaboration, customer service, and continuous improvement.Establish clear roles, responsibilities, performance expectations, and operational standards.Uphold Nicolet's philosophy and policies by maintaining appropriate controls to ensure full compliance with applicable laws and regulations, thereby fulfilling legal responsibilities and enhancing the quality of services provided by Nicolet.Understand and communicate the value of diversity within the workplace and to work successfully with others without regard to age, gender, race, sexual orientation, ethnicity, culture, religion, disability status, socioeconomic status or other non-job-related classification, including a commitment to Nicolet's policies on equal employment opportunities and non-discrimination with a willingness to pursue efforts of inclusion and respect toward different perspectives.Performs all other duties as assigned.Supervisory Responsibilities:Directly supervise the Application Support, and System Administrator Teams in accordance with Nicolet's policies and applicable laws.

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; coaching, mentoring and development planning; rewarding and disciplining employees; addressing complaints and resolving problems.Qualifications: Required QualificationsBachelor's degree in Information Technology, Computer Science, Business Administration, Management Information Systems, or related field.8+ years of progressive technology leadership experience with responsibility for enterprise applications, business systems, cloud networking, or application support functions.5+ years of people leadership experience managing technical teams, or application support organizations.Experience leading enterprise application portfolios, SaaS platforms, and third-party vendor relationships.Experience implementing Agile, Kanban, Scrum, or hybrid work management frameworks.Strong understanding of application lifecycle management, service management, and operational support practices.Experience managing budgets, technology investments, and vendor contracts.Excellent communication, stakeholder management, and executive presentation skills.Must be able to work fully in-officePreferred QualificationsExperience within financial services, banking, credit unions, insurance, or other highly regulated industries.Knowledge of core banking platforms, enterprise content management platforms, workflow automation, cloud infrastructure, CRM platforms, data platforms, and enterprise integration technologies. e.g. Fiserv, Salesforce, ServiceNow, Microsoft, and Snowflake.Experience with ITIL, Agile, Lean, or related service management and delivery methodologies.Familiarity with cloud-based application platforms, cybersecurity practices, and regulatory requirements relevant to financial institutions.Professional certifications such as Certified Scrum Master (CSM), SAFe Agilist, PMP, ITIL, or related credentialsBenefitsMedical, Dental, Vision, & Life Insurance401(k) with a company matchPTO & 11 1/2 Paid Holidays