IT - Senior Business Applications Services Manager

Jam • Baie-D'Urfé, QC

3d

About The Position

The Senior Manager, Business Applications Services is a senior IT leadership role accountable 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, reliable, scalable, 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.

Requirements

• 10+ years in IT with enterprise applications leadership.
• Experience with ERP/WMS/CRM ecosystems.
• Proven experience as a Service Owner, Application Manager, or similar.
• Experience operating in service-based or product-based IT models (ITSOM preferred).
• Strong understanding of ERP (JDE preferred), WMS (Körber or similar), and CRM platforms.
• Knowledge of application lifecycle management, integration patterns, and cloud/SaaS ecosystems.
• Executive-level communication and stakeholder management.
• Strong governance and decision-making capability.
• Ability to translate business strategy into technology outcomes.

Responsibilities

• 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.
• Define and continuously evolve a 3-year Business Applications roadmap.
• Lead application rationalization, technical debt reduction, and upgrade and modernization strategies.
• Align roadmap to business priorities, financial targets, and digital transformation objectives.
• Ensure structured governance for enhancements, configuration changes, and minor/medium change delivery.
• Oversee release planning, cadence, and deployment stability.
• Partner with IT Delivery (PM CoE) while retaining service accountability for outcomes.
• 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, and investment recommendations.
• Drive mature practices across incident and problem management, root cause elimination, monitoring, and service observability.
• Establish automation-first mindset for support processes and application operations.
• Improve service maturity toward predictable, data-driven operations.
• Lead and develop Platform Team Leads (JDE, Körber, CRM) and application support and development teams.
• Build a high-performing organization with clear accountability, strong engineering practices, and continuous skill development.

Benefits

• Health, Dental, Vision, Life, Critical Illness, Short- and Long-Term Disability
• Wellness Incentive Program and Employee Assistance Program
• RRSP / 401(k) matching program
• Flextime, summer hours, paid vacation, and personal time off
• Casual, fun, and collaborative work environment
• Lively social calendar
• Generous employee discounts on products
• Ongoing learning and development opportunities
• Opportunity to work alongside a highly talented, high-performing team

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed