IT Operations Applications Service Owner

Mission

The Operations Application IT Service Owner is responsible for the full lifecycle ownership of critical IT global applications that support business operations, such as manufacturing systems, supply chain, R&D, innovation, inventory, logistics, and procurement platforms. This role ensures these applications are stable, secure, optimized, and continuously aligned with the evolving needs of operational teams.

Responsibilities

1. Service Ownership

• Serve as the accountable owner for the performance, stability, and availability of assigned operational applications.
• Maintain the service strategy and roadmap, aligned with IT architecture standards and business operational goals – working closely with the Operations BPO and BPA.
• Ensure applications are compliant with security, regulatory, and operational risk requirements.

2. Service Performance & Operations

• Monitor application health, availability, and performance; proactively address issues to minimize downtime.
• Coordinate with IT operations, support teams, and vendors for incident and problem resolution.
• Lead root cause analysis for major incidents and ensure permanent solutions are implemented.

3. Business Relationship Management

• Act as the primary point of contact for business functions such as supply chain, manufacturing, procurement, and logistics – through the Business Process Management structure of the Operations BPO and BPAs.
• Understand operational business processes and translate them into IT service requirements and enhancements.
• Collaborate with business users to drive process improvements through technology.

4. Change & Release Management

• Manage application lifecycle activities such as upgrades, patching, integration, and decommissioning.
• Ensure structured change control processes are followed to minimize risk to operations.
• Plan and execute release deployments with minimal business disruption.

5. Vendor & Financial Management

• Manage vendor relationships for application support and licenses.
• Track and manage budgets for application maintenance, enhancements, and support.
• Ensure vendor performance aligns with SLAs and business expectations.

6. Continuous Improvement & Innovation

• Identify opportunities to enhance system efficiency, user experience, and automation.
• Promote best practices in service management (ITIL) and leverage analytics to drive decisions.
• Lead or support digital transformation initiatives within operations.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 5+ years of experience in IT Operations projects and service management, with a focus on operational or enterprise systems (e.g., SAP, Oracle ERP, Infor, MES, WMS).
• Solid understanding of business operations, such as supply chain, manufacturing, or logistics.
• 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)
• Experience in ITIL-based service delivery, incident/problem/change management.
• Strong stakeholder engagement and vendor management skills.
• Understanding of integration platforms (e.g., Mulesoft, Dell Boomi) and cloud environments (Azure, AWS)

• 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)