Commercial Application IT Service Owner

• Summary

Commercial Application IT Service Owner

• Key Responsibilities:

1. Service Ownership & Governance

• Act as the single point of accountability for the performance, stability, and continuous improvement of designated commercial applications.
• Own and maintain the application service roadmap aligned with the Commercial Business Process Owners, business goals and IT strategy.
• Ensure compliance with IT governance, policies, security, and regulatory requirements.

2. Stakeholder Engagement

• Work closely with commercial, sales, marketing, and finance stakeholders (including the business process owners and business process analysts) to understand needs and ensure applications deliver business value.
• Manage vendor relationships and contracts where third-party providers support the application.
• Act as the liaison between IT and the business for the owned application(s).

3. Service Delivery & Operations

• Oversee daily operations, service levels, incident and problem resolution, and performance monitoring.
• Drive operational excellence through automation, standardization, and proactive monitoring.
• Lead major incident and root cause analysis for issues affecting the application.

4. Financial & Demand Management

• Manage the applications IT budget including licensing, support, and development costs.
• Forecast demand for new features, upgrades, or capacity, and plan accordingly.

5. Lifecycle & Change Management

• Lead application upgrades, patching cycles, integrations, and end-of-life transitions.
• Ensure structured change management, risk assessments, and business continuity planning.

6. Continuous Improvement & Innovation

• Identify opportunities to optimize application performance, user experience, and business processes.
• Track KPIs and user satisfaction to inform improvements and justify investments.

• Skills & Experience:

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field.
• 5+ years of experience managing enterprise or commercial applications (e.g., Salesforce, SAP CRM, Oracle Commerce, CPQ tools).
• Proven track record of service ownership or service management in an ITIL or DevOps environment.
• Experienced in translating demand from Idea to requirements that are used as a basis for workload estimation and (detailed) solution design
• Proven Project Management skills, leading small to medium size projects and familiar with common project methodologies (Agile, Prince II)
• Strong understanding of IT service delivery, SaaS/PaaS models, SLAs, and vendor management.
• Excellent communication, stakeholder management, and business analysis skills.
• Familiarity with Agile or ITIL frameworks.
• Experience in a commercial/sales-focused