IT Manager, NetSuite and Service Operations

Position Summary

The IT Manager, Net Suite and Service Operations owns the health, roadmap, and delivery of the Net Suite ERP platform and the technology that runs field and customer service operations. In this role, you will serve as the functional and technical owner of Net Suite across finance, order-to-cash, procurement, inventory, and service, while making sure the people closest to the customer have tools that work.

This role demands a hands-on leader who is equally comfortable configuring the platform and shaping the roadmap, and who can translate operational pain into a prioritized backlog. This leader will work directly with finance, service operations, and branch leadership, will manage a small internal team alongside implementation and managed-service partners, and will lead the technical integration of acquired businesses onto the standard platform.

• Serve as the functional and technical owner of Net Suite, including roles and permissions, saved searches, workflows, custom records, forms, and reporting
• Manage the Net Suite release calendar, evaluate each version upgrade for business impact, and coordinate regression testing with business owners ahead of production cutover
• Maintain the integration layer between Net Suite and surrounding systems including CRM, field service and dispatch, billing, tax, payment, and reporting platforms, with monitoring, error handling, and transaction reconciliation
• Own the application stack supporting installation, preventive maintenance, and break-fix service: work order management, scheduling and dispatch, technician mobile applications, parts and truck-stock inventory, and service billing
• Define and report the operational metrics the business runs on, including first-time fix rate, mean time to resolution, technician utilization, work order aging, and service revenue leakage, and ensure the underlying data supports them
• Run application support for the platforms in scope, covering intake and triage, service-level targets, root cause analysis on recurring issues, and a visible queue business stakeholders can see
• Maintain configuration documentation, runbooks, and end-user training material, and lead adoption when new functionality is released
• Act as the applications lead for merger and acquisition technical integration, from pre-close technical due diligence through post-close cutover and stabilization
• Plan and execute the migration of acquired entities onto the standard platform: chart of accounts and item mapping, customer and asset master data, open orders and work orders, service history, and subsidiary setup in a multi-entity Net Suite environment
• Lead a small team of analysts, administrators, and contract resources, managing capacity across support and project work and coaching on both technical depth and business fluency
• Manage vendor partners and statements of work, review consulting deliverables against agreed scope, and provide input into the annual application budget
• Ensure change control, segregation of duties, access review, and business continuity capabilities are in place across Net Suite and connected systems, and support internal and external audit request
• Coordinate with Americas IT Leadership on global standards, processes, and provider

• 5+ years enterprise applications experience, 3+ years hands-on Net Suite administration or functional configuration
• 2+ years experience leading people, contractors, or a blended delivery team
• In-depth Net Suite capability across saved searches and reporting, workflows, custom records and fields, and role and permission design, with working knowledge of Suite Script sufficient to review, debug, and direct development work
• Strong knowledge of field service operations, including work order lifecycle, dispatch and scheduling, technician mobility, and service parts inventory
• Experience with integration patterns, middleware, and troubleshooting data flow between connected systems
• Experience supporting acquisition or system consolidation work, including technical due diligence, data migration, entity setup, and cutover
• Track record running application support to defined service levels and managing third-party vendors
• Familiarity with industry-specific compliance and regulatory standards, including segregation of duties and audit evidence requirements
• Clear and concise written, presentation, verbal and interpersonal communication skills
• Comfortable with change and working in a flexible and dynamic work environment
• Strong…