Sr Manager Business Systems

Job Summary

Provides overall leadership for the support and operation of SPT Business Systems, encompassing first-level support through problem management. Ensure system operations meet established service level agreements through close collaboration with business stakeholders, IT, remote business system teams, and end users. Leads the implementation and reporting of incident management processes, with a focus on root cause resolution and impact reduction. Ensures adherence to business system governance, serves as a key point of contact for production system knowledge, manages change processes for all SPT core systems, and oversees user and system administration for reporting and Citizen IT applications.

Applies a strong understanding of business processes and technologies to drive short-term improvements while supporting long‑term strategic objectives.

• Serves as the primary liaison between production systems and IT and leads IS‑driven technology initiatives, including enterprise rollouts.
• Develops and mentors team members through onboarding, training, performance management, and career development, fostering high engagement, strong morale, and a well‑staffed organization with the required competencies.
• Holds overall accountability for the service and support of SPT Business Systems, from first‑level support through problem management. Establishes and meets service level agreements with business stakeholders by analyzing incidents, identifying systemic issues, and driving root‑cause resolution in collaboration with IT and users.
• Ensures strong IT and business alignment across the design, testing, and change management lifecycle for all core system enhancements, translating business needs into prioritized system change requests.
• Leads communication efforts related to incidents, outages, and system changes by developing, maintaining clear communication plans, and collaborating closely with business system teams across multiple sites. Ensures adherence to business system governance and promotes effective stakeholder engagement, accountability, and transparency.
• Leads the Incident Management process, including timely completion of Post‑Incident Reviews (PIRs).

• Lead staffing and people management activities, including hiring, compensation recommendations, performance evaluations, training and development, workforce planning, and work assignment.
• Develop, recommend, and implement policies and standards related to governance, incident management, and service delivery.
• Provide leadership to ensure organizational readiness, capability alignment, and effective resource utilization in support of business objectives.

Bachelor’s degree in IT, Business, Engineering, Operations, Computer Science, or Supply Chain.

At least 5 years of systems project management, business transformation, governance and/or process improvement, Incident Management, and ITIL.

At least 3 years of experience leading cross‑functional teams to drive business/technology initiatives. Experience supporting Manufacturing/Warehouse, Sales and marketing systems.

Experience demonstrating expertise using one or more of the following: ERP system; KBM and/or AS400 systems.

At least 5 years’ experience managing people; including hiring, onboarding, developing, motivating, and directing people as they work.

Experience influencing and persuading decision‑making through data analysis.

Advanced skills in Microsoft Office suite including PowerPoint and Excel (statistical functions, v‑lookups, large pivot tables, charts/graphs, sorting, etc.) and Project.

Position requires travel up to 20% of the time for business purposes (within state and out of state).

• Education:
  
  Bachelor’s degree (preferably in Business Administration or IT).
• APICS CPIM (or equivalent supply chain management) certification. PMP or PMBOK (or other Project Management) certification.
• Experience building internal and customer‑facing applications.
• Proficiency in .NET application development.
• Knowledge of Agile methodologies utilizing tools such as Jira, etc.

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