Job Title:  Manager, Enterprise Applications Center of Excellence

Job Purpose

The Manager, Enterprise Applications Center of Excellence (COE) leads the support, governance, compliance, and continuous improvement of enterprise business applications. The role owns the Level 1 and Level 2 application support model, establishes consistent service and control standards, and promotes the stability and effectiveness of ERP and other business-critical applications. The Manager partners with business stakeholders, IT teams, application owners, security, Internal Audit, vendors, and service providers to resolve operational issues, manage risk, and transition changes into production support. The position provides day-to-day leadership for consulting and third-party resources and will assume direct people-management responsibility as the COE organization develops.

Essential Duties and Responsibilities

COE and Application Operations

• Lead the day-to-day operations of the Enterprise Applications COE across ERP and other enterprise business applications.
• Establish and continuously improve application support standards, procedures, documentation, controls, and service expectations.
• Ensure application services support business requirements while maintaining system stability, governance, and operational effectiveness.

Level 1 and Level 2 Application Support

• Own the Level 1 and Level 2 support model, including incident and service-request intake, prioritization, assignment, escalation, resolution, and closure.
• Define responsibilities and escalation paths across internal resources, consultants, vendors, Level 3 resources, and other IT teams.
• Monitor service performance, ticket aging, recurring issues, and significant incidents; drive root-cause resolution and reduction of support demand.
• Maintain application support documentation, knowledge articles, procedures, and system ownership information.

Application Governance and Change Management

• Govern application changes, releases, production deployments, and migrations to ensure requirements, testing, approvals, documentation, and implementation readiness are complete.
• Coordinate application testing, User Acceptance Testing, deployment readiness, and post-implementation support.
• Promote consistent change, release, and knowledge-management practices across the application portfolio.

Compliance, Controls and Audit

• Coordinate application-related compliance activities (ITCGs) and Internal Audit and external audit requests.
• Ensure application-control documentation and audit evidence are complete, accurate, maintained, and delivered as required.
• Track control deficiencies, audit findings, remediation plans, and commitments through resolution.
• Partner with Enterprise Application Security and control owners on user access, segregation of duties, SOX, and other applicable internal-control requirements.
• Identify opportunities to strengthen and automate control execution, evidence collection, and compliance processes.

Resource, Vendor and People Leadership

• Lead consulting, managed-service, and third-party resources by establishing priorities, assignments, deliverables, and performance expectations.
• Align resource capacity with operational demand and business priorities; participate in vendor service reviews, resource planning, and statement-of-work discussions.
• Ensure knowledge transfer, cross-training, succession planning, and documentation to reduce dependency on individual resources.
• As direct employees are added, provide coaching, performance management, employee development, recruiting, and workforce planning.
• Promote a collaborative, accountable, ethical, and customer-focused culture.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related discipline, or equivalent relevant experience.
• Progressive experience supporting enterprise applications in a complex business environment, including ERP and other business-critical applications.
• Working knowledge of IT service-management practices, including incident, request, problem, change, release, and knowledge management.
• Experience with application testing, User Acceptance Testing, production releases, deployments, and operational readiness.
• Experience supporting SOX, Internal Audit, external audit, application controls, or other compliance requirements.