IT - Senior Business Applications Services Manager

Role description

Role Summary

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 and continuously improving.

Scope of Responsibility

• JDE ERP Platform
• Körber WMS Platform
• CRM Platform Services (Zoho/Salesforce)
• Business Application Operations & Enhancements
• Vendor / Package‑based Applications (Cloud & SaaS ecosystem)

Key Accountabilities

• 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
• Align roadmap to business priorities, financial targets and digital transformation objectives

• Ensure structured governance for enhancements, configuration changes and medium‑size 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
• 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

Experience

• 10+ years in IT with experience in 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)

• Strong understanding of ERP (JDE preferred), WMS (Körber or similar), 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

Why Join Us

• 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: flextime, summer hours, paid vacation, and personal time off
• A casual, fun, and collaborative work environment
• Lively social calendar with a variety of activities
• Generous employee discounts on our products
• Ongoing learning and development opportunities
• Opportunity 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.

Nexora and its family of brands, including JAM and Almo, are equal‑opportunity employers. All employment decisions are made without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status or any other protected status under applicable law.