IT - Senior Business Applications Services Manager

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Since 1972, JAM has grown to be one of the largest distributors of consumer electronic goods, pro-audio equipment, and musical instruments. Come join us to stay true to our mission of delivering ONLY the best customer service!

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
    

Experience

Required Experience & Qualifications

• 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.

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.