IT Commercial Applications Service Owner

Job Description Mission The Commercial Application IT Service Owner is accountable for the end-to-end delivery, business as usual performance, and continuous improvement of one or more global commercial IT applications or platforms (e.g., CRM, sales enablement, pricing tools, e-commerce systems). This role ensures that these applications meet business needs, deliver value, remain secure, and operate effectively throughout their lifecycle. Responsibilities - Service Ownership & Governance - Act as the single point of accountability for the performance, stability, and continuous improvement of designated commercial applications. - Own and maintain the application service roadmap aligned with the Commercial Business Process Owners, business goals and IT strategy. - Ensure compliance with IT governance, policies, security, and regulatory requirements. - Stakeholder Engagement - Work closely with commercial, sales, marketing, and finance stakeholders (including the business process owners and business process analysts) to understand needs and ensure applications deliver business value. - Manage vendor relationships and contracts where third-party providers support the application. - Act as the liaison between IT and the business for the owned application(s). - Service Delivery & Operations - Oversee daily operations, service levels, incident and problem resolution, and performance monitoring. - Drive operational excellence through automation, standardization, and proactive monitoring. - Lead major incident and root cause analysis for issues affecting the application. - Financial & Demand Management - Manage the application's IT budget including licensing, support, and development costs. - Forecast demand for new features, upgrades, or capacity, and plan accordingly. - Lifecycle & Change Management - Lead application upgrades, patching cycles, integrations, and end-of-life transitions. - Ensure structured change management, risk assessments, and business continuity planning. - Continuous Improvement & Innovation - Identify opportunities to optimize application performance, user experience, and business processes. - Track KPIs and user satisfaction to inform improvements and justify investments. Requirements - Bachelor's degree in Information Technology, Computer Science, Business, or a related field. - 5+ years of experience managing enterprise or commercial applications (e.g., Salesforce, SAP CRM, Oracle Commerce, CPQ tools). - Proven track record of service ownership or service management in an ITIL or DevOps environment. - Experienced in translating demand from Idea to requirements that are used as a basis for workload estimation and (detailed) solution design - Proven Project Management skills, leading small to medium size projects and familiar with common project methodologies (Agile, Prince II) - Strong understanding of IT service delivery, SaaS/PaaS models, SLAs, and vendor management.Excellent communication, stakeholder management, and business analysis skills. - Familiarity with Agile or ITIL frameworks. - Experience in a commercial/sales-focused IT environment Calderys Group Calderys is a leading global solution provider for industries operating in high temperature conditions . The Group specializes in thermal protection for industrial equipment with a wide range of refractory products, and advanced solutions to enhance steel casting, metallurgical fluxes and molding processes. As an international business with a presence in more than 30 countries and a strong footprint in the Americas through the brand HWI, a member of Calderys, we offer our employees a world of opportunity. With a legacy of over 150 years, and an unwavering commitment to excellence, we continue to shape our future through teamwork, customer-centricity and a proactive mindset. We are the vital partner of all high temperature industries and our purpose places sustainability and innovation at the heart of our business. It reflects our reason for existing: to support our customers building a better world through sustainable solutions. Our values are a driving force in this purpose: We are tenacious, accountable, multicultural and authentic.. In our company, performance is recognized and learning is promoted. Our services and solutions depend upon the expertise and commitment of our employees. So we ensure that they have the scope and opportunities to develop their potential within a diverse, inclusive and collaborative setting. It is an environment for people to grow, where every day is a new day and more exciting than the last. Calderys - Forged in legacy. Fueled by excellence. For more information, please visit Calderys.com