Application Support Manager

Main Function: 

The Application Support Manager leads and directs the applications support team and external suppliers in the daily management of all business software applications used across the vertically integrated CB group, with a particular focus on the enterprise resource planning (ERP) tool and all third-party applications integrated thereto, as part of the core end-to-end business solution. This role includes developing an operational plan, recruiting and developing a team, and managing internal customer and supplier relationships. The Applications Support Manager is responsible for all stages of business application software projects, including development, planning, and implementation across business processes, policies, procedures, and methodologies, as well as financial management and risk mitigation strategies, all in alignment with the strategic goals and objectives of the Shared Services Division and CB Group as a whole. 

The Application Support Manager will primarily focus on: 

• Lead and provide reports on technical issues to senior managers, end-users, and other stakeholders. 

• Lead the research and procurement of software applications that meet the needs of the CB Group jointly with the Business Integration and Infrastructure teams to ensure success by default. 

• Lead the architecting, installation, configuration, and creation of systems, processes, supporting workflows, and protocols, including support for tightly integrated and niche industry solutions driving efficiency across defined business processes.  
• Review application upgrade process by managing and reporting on User Application Testing (UAT) and ensuring that changes are performed to the highest standards and in compliance with established internal processes and controls.
  
• Lead regular software business applications reviews to ensure compliance with security and internal audit requirements, as well as national policy guidelines. 
  
• Develop operational metrics in consultation with the Group manager, then monitor team performance and ensure resources are managed to meet operational targets and business operational agreements (OLA).
• Develop and manage both capital and operational budgets for the implemented and planned application requirements, supporting the needs of the CB Group in consultation with the Infrastructure Manager and Group Manager.
  
• Lead the technical support response to resolve issues relating to database management and business application software systems, including supporting a team as well as directly supporting and coordinating activities to minimize group-wide business impacts. 
  

Demonstrated Knowledge, Skills, Experience: 

• A first degree in computer science (preferred) or a related field. 

• 3+ years of experience as an Application Support Manager. 

• Extensive experience in successful application deployment, testing, and integration in a multi-company setup. 

• Proven understanding of Agile methodologies.  

• 5 Years of experience working with ERP software, and experience in the production and distribution industry would be preferred. 

• Experience working within the ITIL framework for service delivery would be an asset.  Certification would be a plus! 

• Proficiency in coding languages (e.g., Java, Python)  

• Familiarity with cloud platforms (e.g., Azure, AWS) a plus  

• Demonstrated experience with workflow and data analysis 

• Experience with databases (e.g. MS SQL, MYSQL)