Job 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

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