IT - Senior Business Applications Services Manager

Role Summary
The Senior Manager, Business Applications Services is a senior IT leadership roleaccountable for the end-to-end ownership, governance, and evolution of mission-critical business application services supporting finance, supply chain, operations, and customer platforms.

Operating within a service-based IT operating model, this role serves as the single
accountable Service Owner for Business Applications, ensuring that services are:

Stable and reliable
Scalable and secure
Cost-effective
Continuously improving and aligned to business outcomes

This position leads cross-functional teams across ERP (JDE), WMS (Körber), CRM platforms, and supporting application services while driving a 3-year strategic roadmap focused on modernization, optimization, and value delivery.

Scope of Responsibility
Primary Services Owned

JDE ERP Platform
Körber WMS Platform
CRM Platform Services (Zoho/Salesforce)
Business Application Operations & Enhancements
Vendor / Package-based Applications (Cloud & SaaS ecosystem)

This role provides unified accountability across these domains, ensuring consistentgovernance, prioritization, and service performance.

Key Accountabilities
Service Ownership & Accountability

Own end-to-end service health, including availability, performance, and reliability
Define and manage service KPIs:

Application availability
Incident aging
Release predictability
Business satisfaction

Ensure clear ownership of risk, backlog, and service outcomes
Act as escalation point for critical incidents and service disruptions

Application Lifecycle & Roadmap Leadership

Define and continuously evolve a 3-year Business Applications roadmap
Lead:

Application rationalization
Technical debt reduction

Upgrade and modernization strategies

Align roadmap to:

Business priorities

Financial targets
Digital transformation objectives

Delivery Oversight & Release Governance

Ensure structured governance for:

Enhancements
Configuration changes
Minor/medium change delivery

Oversee release planning, cadence, and deployment stability
Partner with IT Delivery (PM CoE) while retaining service accountability for outcomes

Business Partnership & Stakeholder Alignment

Act as primary IT partner to Finance, Supply Chain, Operations, and Commercial stakeholders
Translate business priorities into clear service roadmaps and backlog priorities
Lead governance forums and provide:

Service health reporting
Risk visibility
Investment recommendations

Operational Excellence & Continuous Improvement

Drive mature practices across:

Incident and problem management
Root cause elimination
Monitoring and service observability

Establish automation-first mindset for:

Support processes
Application operations

Improve service maturity toward predictable, data-driven operations

Team Leadership & Organizational Development

Lead and develop:

Platform Team Leads (JDE, Körber,CRM)
Application support and development teams

Build a high-performing organization with:

Clear accountability
Strong engineering practices
Continuous skill development

Required Experience & Qualifications
Experience

10+ years in IT with:

Enterprise applications leadership
ERP/WMS/CRM ecosystems

Proven experience as:

Service Owner, Application Manager, or similar

Experience operating in:

Service-based or product-based IT models (ITSOM preferred)

Technical & Domain Knowledge

Strong understanding of:

ERP (JDE preferred)
WMS (Körber or similar)
CRM platforms

Knowledge of:

Application lifecycle management
Integration patterns
Cloud/SaaS ecosystems

Leadership Competencies

Executive-level communication and stakeholder management
Strong governance and decision-making capability
Ability to translate business strategy into technology outcomes