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

Why Join Us

Ready to join our team? Here's why ...

• Comprehensive group benefits: Health, Dental, Vision, Life, Critical Illness, Short- and Long-Term Disability
• Wellness Incentive Program and Employee Assistance Program
• RRSP / 401(k) matching program
• Work-life balance matters: Flextime, summer hours, paid vacation, and personal time off
• A casual, fun, and collaborative work environment
• Lively social calendar-there's always something for everyone
• Generous employee discounts on our products
• Ongoing learning and development opportunities
• The chance to work alongside a highly talented, high-performing team

Workplace Commitments

We are committed to providing a safe and healthy work environment. All employees are expected to follow workplace safety protocols, including compliance with local regulations and internal standards, to ensure the well-being of everyone.

We are dedicated to fostering a workplace where individuals feel respected, supported, and able to contribute fully. We recognize that different perspectives and experiences strengthen our teams and drive better outcomes for our employees and customers.