IT - Senior Business Services Manager

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!

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 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.

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 consistent governance, prioritization, and service performance.

• 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

• 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

• 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

• 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

• 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

• 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)

• 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

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
• Wor…