Senior Manager/Manager Group Business Applications

The Group Business Applications Manager is responsible for overseeing the operational performance and excellence, simplification, modernization and continuous improvement of enterprise applications across Advertising & Promotions (A&P), Accounts Payable (AP), Supplier Relationship Management (SRM), Source to Contract (S2C), Enterprise Content Management (ECM), and Retail Execution (RE). Manages vendor relationships, ensures compliance with audit and IT standards, and drives efficient service delivery to Business Units and supporting functions.

The manager ensures high application uptime, effective incident resolution, optimized support processes, and strong user satisfaction while application support and operations, team management, and budget accountability.

Business Metrics

• Manage team budget, operational expenditures, and vendor support costs.

• Oversee team workload, resource planning, and operational headcount where applicable.

• Ensure application performance meets SLA targets for uptime, response, and resolution.

• Drive continuous reduction in incidents, recurring issues, and process inefficiencies.

• Modernize integration and simplify user experience

General Responsibilities

• Oversee daily operations of supported systems Advertising & Promotions (A&P), Accounts Payable (AP), Supplier Relationship Management (SRM), Source to Contract (S2C), Enterprise Content Management (ECM), and Retail Execution (RE).

• Ensure timely resolution of incidents, integration failures, and workflow exceptions.

• Manage end‑ to‑ end user access, system configurations, and data updates.

• Maintain strong audit readiness through documentation, compliance, and IT controls.

• Coordinate with vendors on enhancements, upgrades, complex issues, and SLAs.

• Develop SOPs, support documentation, and knowledge resources for business continuity.

Leadership Responsibilities

• Set direction and cascade team/function goals to ensure goals are well-defined and clearly communicated.

• Drive and manage learning and development of team in IT project management and DKSH behaviours to achieve team/function goals

• Drive self-learning and improvement in IT Operations and Support and DKSH behaviours as part of continuous learning

• Manage stakeholder expectations and drive a culture of accountability, continuous improvement, and operational excellence.

• Serve as the primary escalation point for high‑ impact incidents and vendor issues.

Functional Skills & Knowledge

• Hands-on experience with, and a strong understanding of, key business processes including A&P, AP, SRM, S2C, ECM, and RE; experience working with SAP-integrated solutions is important.

• Familiarity with enterprise content management, document lifecycle, and archiving compliance.

• Ability to troubleshoot system integrations, workflows, data interfaces, and user issues.

• Knowledge of IT controls, SoD requirements, audit processes, and security governance.

• Vendor management experience, including SLA governance, contract coordination, and roadmap planning.

Education

• Bachelor’s degree in computing, Information Technology, or equivalent.

Work Experience

• 10 to 15 years of experience in application support, IT operations, application management or related fields.

• 5 to 7 years of experience as a Technology and functional analyst within an end user environment.

• Demonstrated experience managing teams, vendors, and multi‑ application environments.

• Background in enterprise systems such as A&P, SRM, S2C, AP, ECM, or SAP-integrated platforms is an advantage.

• Demonstrated experience in various technology stacks and programming languages as part of managing development cycles internally or with vendor.