IT Business applications and support manager

JOB SUMMARY

The IT Business Applications and Support Manager plays a central role in strengthening IT’s partnership with business units by managing, supporting, and continuously improving the company’s portfolio of business applications. This role consolidates previously dispersed application support activities (shadow IT) into a unified, service-oriented function that ensures system reliability, effective data governance, and responsive user support.

The manager will collaborate closely with business stakeholders to understand operational needs, translate them into system enhancements, and guide reporting, analytics, and data quality. This role requires an IT Manager with strong technical and business skills, communication skills, a credible presence, and the ability to build trust across cross-functional teams.

KEY RESPONSIBILITIES:

1. Business Applications Management

• Own the application portfolio and ensure its alignment with business needs and priorities.

• Work closely with business units to understand requirements, translate needs into system enhancements, and support decision-making.

• Coordinate with vendors and internal teams to deliver timely system updates, improvements, and new capabilities.

• Ensure applications remain reliable, secure, and optimized to support daily operations.

• Ensure smooth application lifecycle management and change management, including change initiation/approval, testing, change preparation, and release adoption.

2. Data Governance, Reporting, and Analytics

• Collaborate with business teams to define requirements for reports, dashboards, and analytics.

• Guide the organization in establishing consistent data standards, definitions, and governance practices.

• Support the development and maintenance of reporting solutions that enable informed business decisions.

• Coordinate with IT infrastructure and security teams to ensure appropriate data access, protection, and retention.

3. Application Support (Level 2) and Service Management

• Provide Level 2 functional support to help users resolve application issues efficiently.

• Implement structured incident management to ensure timely resolution and proactive prevention.

• Maintain user documentation, FAQs, and training materials to support adoption and reduce repeat incidents.

• Implement structured problem management to identify recurring issues and collaborate with teams to improve stability and user experience.

4. User Access Management

• Oversee user access administration for all applications in alignment with internal controls and audit requirements.

• Partner with business owners to validate access rights and maintain clear documentation.

• Support periodic access reviews to ensure compliance with security and regulatory standards.

5. Stakeholder Engagement and Leadership

• Build strong relationships with business stakeholders by acting as a reliable partner and advisor.

• Facilitate communication between business users, IT teams, and vendors to ensure clarity and alignment.

• Promote best practices and support digital transformation initiatives that enhance business processes and user experience.

• Foster a collaborative environment where user feedback guides continuous improvement.

6. Governance and Strategy

• Lead the development of the Applications and Data Architecture and Roadmap, aligned with current and future business goals.

• Lead systems evaluation, selection, and execution of the Applications and Data Roadmap.

• Define standards, guidelines, and processes that improve consistency, quality, and efficiency.

• Monitor performance metrics of internal teams and vendors and champion continuous improvement initiatives across applications and support processes.

[MUST]

Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Information Systems, or related field.

7–10 years of experience in IT, with emphasis on business applications, business analysis, or enterprise system support.

Experience working across multiple business functions and managing stakeholders at different levels.

Hands-on experience with Level 2 application support and vendor coordination.

Technical Skills

Knowledge of enterprise applications like ERP, CRM, leasing/fleet systems, workflow automation, and reporting tools.

Familiarity with business processes related to leasing, billing, contracts, asset management, or finance.

Understanding of data governance principles and experience with analytics or BI tools is a plus.

Exposure to ITIL practices (incident, problem, change management).

Awareness of information security fundamentals and access governance.

Leadership & Soft Skills

Strong leadership presence with the ability to earn trust and build credibility.

Excellent communication, facilitation, and stakeholder management skills.

Analytical thinker with strong problem-solving abilities.

High accountability, with a collaborative mindset and a service-oriented approach.

[BETTER]

A background in leasing, fleet management, or financial services industries is a strong advantage.

Benefits:

Good benefits plan (with retirement plan, HMO, quarterly bonus, etc.) (The client will discuss the details)

Work schedule: Monday to Friday, 8:30 to 17:30

Interview process: Online or Face-to-Face 1-2 times