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