Operations Application IT Service Owner

• Summary

Operations Application IT Service Owner

• Key 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.

• Skills & Qualifications:

• 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