Sr Manager, IT Service Performance

At Watlow's global headquarters in St. Louis, Missouri, our IT team partners with business leaders across the company to improve how Watlow works around the world. Part of a global thermal solutions leader founded in 1922, our heaters, sensors, and controls power industries like semiconductor, aerospace, energy, and industrial equipment.
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We are hiring a: Sr. Manager, IT Service Performance
St. Louis, Missouri
Watlow is seeking a Sr. Manager, IT Service Performance to own the systems that take a customer from first conversation to confirmed order. This is a hands-on, business-facing leadership role where you will lead a team of business analysts while staying close to the tools yourself: configuring, testing, demonstrating new capabilities, and working through problems alongside your team. You will own the Opportunity to Order landscape across Oracle CX Sales and Service, Oracle Commerce Cloud, our in-house eCommerce platform, Oracle Cloud Order Management, pricing, and customer master, along with the Oracle Fusion ERP integrations that connect them.
These are global systems used across every part of Watlow, supporting Sales, Customer Service, Operations, Finance, Engineering, Supply Chain, and eCommerce. Changes typically launch in the US first and then roll out globally, with key requirements coming from our European business. You will report to the IT Director, Business Applications, and partner closely with our delivery team, which owns project execution once the business approves an initiative. The ideal candidate brings deep Oracle Cloud experience, strong process knowledge of the opportunity to order lifecycle, and a progressive view of how AI and automation can improve the way the business works. This role includes occasional travel, typically no more than once a quarter.

What you'll do:

Roadmap and functional direction: Own the roadmap for the Opportunity to Order service area and make the functional decisions that shape how CRM, commerce, pricing, order management, and customer master work together.
Business partnership: Stay in regular contact with Sales, Customer Service, Operations, Finance, Engineering, and eCommerce leaders to understand their challenges, what they want to do next, and where the systems can help.
Hands-on product ownership: Work directly in the tools to configure, test, and demonstrate new features, showing the business what's possible before it's built.
Intake and prioritization: Run intake for incidents, break fixes, enhancements, and new initiatives, weighing business value, urgency, risk, and capacity to decide what moves forward.
Team leadership: Lead and develop a team of business analysts, setting clear priorities, building capability, and keeping a practical view of capacity.
Support operating model: Build a disciplined support model with clear triage, escalation, service expectations, root-cause analysis, and handoffs to steady-state support.
AI and automation: Find opportunities to use AI and automation to reduce manual work, improve data quality, and make the commercial process faster for customers and employees.
Release readiness: Make sure every project and enhancement has complete requirements, end-to-end test scenarios, UAT, acceptance criteria, and business readiness before go-live, including Oracle quarterly updates.
Partner management: Hold AMS, implementation, and offshore partners accountable for quality, responsiveness, and follow-through.
Leadership reporting: Give IT and business leaders a clear view of support health, backlog, capacity, risks, and decisions that need their attention.

What you'll need to succeed?

Bachelor's degree in information technology, business, engineering, supply chain, or a related field
10+ years of experience in enterprise business applications, with a focus on CRM, commerce, order management, or quote-to-cash processes
Hands-on functional experience with Oracle Cloud, including Oracle CX Sales and Service and Oracle Cloud Order Management
Strong process knowledge of the opportunity to order or order-to-cash lifecycle, including pricing and customer master data
Experience leading business analysts or functional teams while staying hands-on in the systems
Proven ability to partner with and influence business leaders and to prioritize competing demands
Experience with ServiceNow, Jira, UAT, defect management, and release governance
Willingness to travel occasionally, typically up to once a quarter
Authorization to work in the United States without current or future sponsorship

Preferred qualifications:

Oracle consulting or implementation partner experience
Experience as an end user or administrator of Oracle CX before moving into leadership
Experience with Oracle Commerce Cloud or B2B eCommerce platforms
Experience applying AI or automation to sales, customer service, or order management processes
Experience supporting European business requirements or multi-region rollouts
Experience with Oracle Integration Cloud, Oracle Fusion ERP, Infor CPQ, or product configurators
Experience in global manufacturing, engineered products, or complex B2B order-to-cash environments
Familiarity with Agile delivery and Power BI or comparable analytics tools