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The Enterprise Systems Manager leads the delivery, stability, governance, and continuous improvement of business-critical applications across the organization. This role ensures application services remain reliable, secure, scalable, and fully aligned with strategic business objectives. Managing a team of Application Support professionals grouped across three core functional areas-Retail & Core Operational Systems, Corporate Applications, and Supply Chain Systems-this position bridges technology operations and business strategy. The role works in close alignment with the Service Desk, IT Operations, and global technology partners to identify and resolve performance-impacting issues, drive knowledge sharing, and promote process optimization. Advantages The Enterprise Systems Manager leads the delivery, stability, governance, and continuous improvement of business-critical applications across the organization. This role ensures application services remain reliable, secure, scalable, and fully aligned with strategic business objectives. Responsibilities Essential Qualifications & Skills 7+ years of experience supporting enterprise applications within a retail or multi-site distributed environment. 7+ years of leadership experience managing technical support, application support, or IT service delivery teams. Proven track record managing major incidents, complex production environments, and business-critical software ecosystems. In-depth practical knowledge of IT Service Management (ITSM) and ITIL operational frameworks. Strong experience establishing and maintaining service level agreements (SLAs), operational KPIs, and end-user satisfaction metrics. Outstanding leadership, strategic communication, and executive stakeholder management skills. Advanced analytical and structured problem-solving capabilities. Key Responsibilities Lead the Application Support function to guarantee reliable application delivery and an outstanding user experience for enterprise applications. Own incident, major incident, and problem management frameworks, serving as the senior escalation point for complex or high-impact operational issues. Monitor application performance, availability, and health metrics, driving rapid resolution of service requests and disruptions. Oversee the transition of new applications, upgrades, and operational enhancements into production environments to ensure full supportability and release readiness. Define and track operational metrics, SLAs, and service KPIs, driving continuous improvement through process automation and ITIL best practices. Coach, develop, and mentor direct reports while cultivating strong relationships with business stakeholders, cross-functional partners, and external vendors. Qualifications Desirable Qualifications & Skills Hands-on experience supporting cloud-hosted enterprise applications and SaaS platforms. Familiarity with ITSM enterprise software such as ServiceNow, Jira Service Management, or industry equivalents. Working knowledge of business continuity, disaster recovery, cybersecurity principles, and regulatory compliance standards. Summary Managing a team of Application Support professionals grouped across three core functional areas-Retail & Core Operational Systems, Corporate Applications, and Supply Chain Systems-this position bridges technology operations and business strategy. The role works in close alignment with the Service Desk, IT Operations, and global technology partners to identify and resolve performance-impacting issues, drive knowledge sharing, and promote process optimization.
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