IT - Senior Business Applications Services Manager Job Description Posted Monday, June 8, 2026 at 4:00 AM

JAM, making the world sound better, one brand at a time Do these words sound like music to your ears? 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-criticalbusiness application services supporting finance, supply chain, operations, and customerplatforms.

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), CRMplatforms, and supporting application services while driving a 3-year strategic roadmapfocused on modernization, optimization, and value delivery.

Scope of Responsibility Primary Services Owned

JDE ERP 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

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

Incident and problem management

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:

Transparent accountability

Solid engineering practices

Continuous skill development

Required Experience & Qualifications Experience

10+ years in IT with:

Enterprise applications leadership

ERP/WMS/CRM ecosystems

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

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

📌 IT - Senior Business Applications Services Manager (Quebec City)
🏢 JAM Industries
📍 Quebec City