SENIOR MANAGER, APPLICATION SERVICES (GROUP INFORMATION TECHNOLOGY)

Responsibilities

The Senior Manager, Application Services leads the strategic planning, delivery, and support of key enterprise applications within the university's ERP ecosystem. This role oversees the full lifecycle of application services including ERP implementations, digital transformation projects, system integration, and ongoing support — ensuring alignment with academic, administrative, and operational goals. The Senior Manager drives cross-functional collaboration, governance compliance, and continuous improvement to maximize system value and user satisfaction.

APPLICATION SERVICES MANAGEMENT

• Lead end-to-end ERP implementation and enhancement projects, acting as Business Analyst and Project Manager.
• Translate complex business requirements into functional specifications, user stories, and process flows.
• Conduct gap analysis, system modeling, and solution validation to ensure robust and scalable application solutions.
• Manage application support operations, ensuring high availability, performance, and reliability.
• Oversee system integration efforts, including data migration and API connectivity with internal and external systems.

PROJECT DELIVERY & COORDINATION

• Develop and maintain comprehensive project plans including scope, timelines, resources, and milestones.
• Coordinate with academic units, business stakeholders, vendor teams, and IT departments to ensure project success.
• Lead rigorous testing cycles, including unit testing, integration testing, and UAT.
• Drive Agile ceremonies and project documentation using Jira and Confluence.

STAKEHOLDER ENGAGEMENT & CHANGE MANAGEMENT

• Partner with business units to gather requirements, address challenges, and drive technology adoption.
• Lead change management initiatives, minimizing disruption during system upgrades or process changes.
• Provide timely communication and status reporting to senior leadership and key stakeholders.

USER ENABLEMENT & TRAINING

• Oversee development and delivery of user training materials and onboarding programs.
• Facilitate refresher training and capture user feedback for continuous improvement.

GOVERNANCE, RISK & COMPLIANCE

• Ensure compliance with data governance policies, privacy regulations, and access controls.
• Maintain detailed documentation on system workflows, configurations, and user privileges.
• Support audit processes relating to application services and data integrity.

TEAM LEADERSHIP & DEVELOPMENT

• Lead, mentor, and develop application services teams, fostering a culture of collaboration and excellence.
• Drive skills development, performance management, and knowledge sharing within the team.
• Promote a culture of continuous improvement and proactive service delivery.

RISK & RESOURCE MANAGEMENT

• Identify and manage risks related to projects and ongoing service operations.
• Oversee resource planning and budget adherence for application services initiatives.

Qualifications

Required Qualifications

Education and Experience

• Bachelor's degree in Computer Science, Information Systems, or related discipline.
• 5+ years of progressive experience in ERP application management, project leadership, or digital transformation.
• Demonstrated experience in ERP platforms, system integration, and application support.
• Experience working with academic or private higher education ERP systems preferred.

Skills & Competencies

• Strong analytical and problem-solving skills to bridge business and technical needs.
• Excellent project management, stakeholder engagement, and communication skills.
• Proficiency in Agile methodologies, Jira, and Confluence.
• Ability to lead diverse teams and manage multiple complex initiatives simultaneously.