Manager, Business Applications Support

Job Summary

The Manager, Business Applications Support Delivery leads the day-to-day delivery of support services for CECO's business applications. This role oversees support operations through a blended model of internal employees, contractors, ERP Functional Analysts, Technical Analysts, and Application Management Services (AMS) partners, ensuring reliable, high-quality support for business users.

The position is accountable for incident management, service request governance, vendor performance, major incident resolution, SLA attainment, operational reporting, knowledge management, and service governance. Success requires strong operational leadership, disciplined partner oversight, customer focus, system stability, and consistent achievement of service commitments.

Your Responsibilities Will Be:
• Lead day-to-day support operations and service delivery.
• Manage AMS partners and vendor performance; establish expectations, review performance, and hold partners accountable for service quality and commitments.
• Lead employees, contractors, Functional Analysts, Technical Analysts, and AMS resources.
• Provide release, change, and service delivery governance.
• Own incident management, service request management, vendor performance management, major incident and escalation management, and knowledge management processes.
• Drive SLA compliance, incident resolution performance, business and user satisfaction, major incident management, vendor performance, audit and compliance adherence, and system availability and stability.
• Monitor support performance, conduct KPI reviews, and initiate corrective action when service levels, quality, responsiveness, or stability are at risk.
• Lead major incident response and escalations, coordinate internal and partner resources, and maintain clear ownership through resolution.
• Govern service request intake and execution, ensuring appropriate prioritization, assignment, progress tracking, and closure.
• Manage team capacity, resource planning, workload balancing, support coverage, hiring, and performance management.
• Develop and mentor support team members while reinforcing accountability, customer service, collaboration, and operational discipline.
• Manage vendor contracts, Statements of Work, and commercial performance within assigned authority.
• Oversee audit and compliance activities and ensure support evidence, procedures, and documentation are maintained.
• Drive knowledge management and documentation practices, including the quality and usability of support knowledge.
• Participate in release readiness and change reviews to confirm operational support preparedness.
• Stay current with ERP and IT service management best practices, emerging industry trends, and relevant technologies, including D365 F&O platform updates, and apply them to strengthen support delivery.
• Proactively identify and drive continuous improvement opportunities across support processes, tools, automation, and partner delivery to improve service quality, efficiency, and system stability.
• Support executive reporting and operational communications as a consulted stakeholder.
• Maintain flexibility for occasional early-morning or evening meetings to support global teams and partners.

Required Qualifications:
• Bachelor's degree in Information Technology, Computer Science, Business, or a related field required.
• 7+ years of ERP or enterprise applications experience required; 10+ years preferred.
• 3+ years of people leadership experience required; 5+ years preferred.
• 3+ years of AMS or vendor management experience required; 5+ years preferred.
• Demonstrated experience leading business application production support, incident response, service request delivery, service governance, and operational escalation management.
• Experience managing employees, contractors, functional and technical resources, and outsourced support partners.
• Experience establishing and reviewing SLAs and KPIs and holding internal and external teams accountable for delivery outcomes.
• Experience supporting Microsoft Dynamics 365 Finance & Operations in a business-critical environment.
• Experience managing vendor performance, contracts, Statements of Work, resource plans, and delivery commitments.
• Experience supporting audit and compliance readiness, operational documentation, and knowledge management.
• Strong functional knowledge of D365 F&O, support operations, IT service management, incident and problem management, vendor and AMS governance, SLA and KPI management, and customer service and business support.
• Working knowledge of Finance, Procure-to-Pay, Order-to-Cash, Inventory Management, Warehouse Management, Project Management and Accounting, Reporting and Analytics, and release and change management.
• General awareness of Manufacturing, Planning/MRP, Fixed Assets, Cost Accounting, and integration concepts.
• Microsoft Dynamics 365 Finance & Operations certifications preferred.

ADA Requirements:

Work Environment: Minimal physical requirements, primarily computer use, and communication via virtual platforms, are necessary. Flexibility to adapt to occasional scheduled video meetings and collaborative tasks is essential.

• Positions in this function typically require standing, climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, seeing and repetitive motions.

• Concentrated mental and/or visual attention. The work involves performing complex tasks to very close accuracy and quality specifications, or a high degree of hand and eye coordination for sustained periods.

• The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during normal performance of job.

• Compliance with company attendance standards.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

We Offer:

We provide a variety of medical insurance plans, with dental and vision coverage, Employee 401(k), tuition reimbursement, and much more.

At CECO, we are committed to a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.