Director, Application Support

At Bond, we build growth and loyalty for some of the world’s most recognized brands. Behind that work is a team of smart, curious people who care deeply about clients, each other, and building something meaningful together.

The Director, Application Support is a strategic leader responsible for directing the delivery and evolution of Bond’s application support services across multiple teams, clients, and portfolios. This role requires a highly skilled professional who excels at navigating complex challenges with significant ambiguity, balancing strategic vision with hands-on execution.

The successful candidate will be a trusted thought leader within Bond, inspiring teams to deliver exceptional service, driving process and technology improvements, and ensuring application stability and performance that directly supports client success and business growth.

Key responsibilities

Strategic Leadership & Vision

• Define and lead the strategic direction for the Application Support function in alignment with Bond’s broader business goals.
• Contribute to the development of new service offerings and enhancements to existing support capabilities.
• Serve as a change agent, championing innovation, process maturity, and continuous improvement.
• Leverage deep understanding of client needs, industry trends, and competitive insights to inform strategy and operational priorities.
• Contributes to development of strategies of an Application Support, Incident and Problem Management.

People Leadership & Team Development

• Lead multiple Application Support teams across various projects and clients.
• Build and sustain a high-performing team culture that fosters collaboration, innovation, and accountability.
• Actively manage resourcing, budgeting, and team structure to align with strategic priorities.
• Mentor managers, team leads, and senior technical staff, developing leadership capability within the function.
• Conduct performance optimization initiatives to scale team capacity and improve efficiency.

Operational Excellence & Delivery

• Oversee delivery of Tier 1, Tier 2, and Tier 3 application support, ensuring high availability, reliability, and performance.
• Establish, monitor, and report support KPIs, find and implement support processes and policies improvements.
• Oversee and manage performance of external Application Support vendors.
• Drive optimization of incident, problem, and change management processes to reduce escalation volume and improve resolution times.
• Ensure compliance with security, regulatory, and best-practice standards in all solutions and processes.
• Makes decisions on implementation and ensures operational effectiveness and contributes to development of organizational policies.
• Lead cross-functional initiatives to address systemic issues, improve tooling, and enhance service quality.
• Manage support for larger and more complex client portfolios, balancing multiple priorities and service level agreements (SLAs).

Business Acumen & Impact

• Apply advanced understanding of Bond’s revenue streams (Gross Revenue, Net Revenue, Gross Margin) to make informed decisions that balance client satisfaction with operational efficiency.
• Participate in P&L discussions for the function and provide input on cost and investment considerations.
• Use business and client knowledge to influence product and service evolution.
• Actively contribute to Bond’s market presence through thought leadership, client engagement, and industry participation.
• Interacts with senior management, executives, and/or major customers.
• Reconciles multiple stakeholder views to drive business value.

Requirements

Required:

• Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent experience.
• 10+ years of experience in application support, IT operations, or software engineering, including 5+ years in leadership roles managing multiple teams or functions.
• Proven track record in leading strategic initiatives, managing large client portfolios, and delivering measurable operational improvements.
• Strong understanding of application architecture, infrastructure dependencies and IT operations.
• An expert and a leader with proven background in IT service management.
• Training and certification in IT support and operations best practices (ITIL or similar).
• Exceptional leadership, communication, and stakeholder management skills, with the ability to influence at all levels.

Technology and tools:

• Microsoft stack including native Azure, .NET, SQL.
• Observability and monitoring: Splunk, Dotcom, App Insight, Log Analytics.
• Process automation: MFT, Power Automate, Zoho, PagerDuty.

Preferrable assets:

• Familiarity with the Azure Well-Architected Framework.
• Familiarity with modern observability, monitoring, and automation tools.
• Experience with budget management and cost optimization in a technology function.
• Demonstrated success in building new service offerings or transforming existing support functions.
• Microsoft Azure certification.

Benefits

Compensation: The expected base salary compensation for this role is $ 125,000 to $170,000 CAD annually.

Use of Artificial Intelligence (AI): Bond uses AI tools during parts of the screening, assessment, and selection process, supporting a fair and efficient hiring process. We welcome applications from all qualified candidates; however, only those selected for an interview will be contacted.

Vacancy Type: This posting is for an existing vacancy.
The actual base salary compensation will vary depending on local market conditions, geography, and relevant job-related factors such as skills, qualifications, experience, and education/training.

At Bond, we believe compensation is more than a salary. Our Total Rewards program is designed to help you grow your career, support your well-being and keep you meaningfully connected:

Flexibility: A hybrid work model and flexible vacation offers agility to meet the needs of our global business and workforce, allowing us to inspire the best from our people.

Moments that matter: Social events like F1rst Thursdays, Kick-Off gatherings, and holiday parties make it easy to build relationships and have fun.

Health & Wellness support: Competitive healthcare and wellness benefits that care for both body and mind including Medical, Dental, Vision, Health Care Spending Account, Employee Assistance Program, access to 24/7 virtual healthcare and/or consultation services for you and your family — all available from your first day.
Future-focused: Retirement planning assistance with company matching.

Career development: Access to learning programs, mentorship, stretch projects, and internal mobility to keep you moving forward.

Celebrating your impact: Recognition programs for individual and team achievements, peer-nominated awards, and service anniversaries.

Salary

Salary range: 125,000 - 170,000 CAD (Annual)