Calderys - IT Commercial Applications Service Owner

Description :

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 :

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.

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).

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.

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.

Lifecycle & Change Management :

- Lead application upgrades, patching cycles, integrations, and end-of-life transitions.

- Ensure structured change management, risk assessments, and business continuity planning.

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.