IT Commercial Applications Service Owner

Mission

The Commercial Application IT Service Owner is accountable for the end-to-end delivery, business as usual performance, and continuous improvement of one or more global commercial IT applications or platforms (e.g., CRM, sales enablement, pricing tools, e-commerce systems). This role ensures that these applications meet business needs, deliver value, remain secure, and operate effectively throughout their lifecycle.

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 application’s 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.

Requirements

• 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 IT environment