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:

- Secure 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:

- Clear accountability
- Strong 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

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