IT Commercial Applications Service Owner

2 weeks ago

Pune, Maharashtra, India Calderys Group Full time ₹ 12,00,000 - ₹ 36,00,000 per year
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

1. 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.

2. 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).

3. 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.

4. 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.

5. Lifecycle & Change Management

  • Lead application upgrades, patching cycles, integrations, and end-of-life transitions.

  • Ensure structured change management, risk assessments, and business continuity planning.

6. 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

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