IT Solution Manager, Commercial Applications

Summary

The IT Solution Manager – Commercial Applications is responsible for the strategy, delivery, and ongoing optimization of IT solutions that support commercial functions, including Sales, Marketing, Revenue Operations, Pricing, Customer Experience, and GSC. This role acts as the primary bridge between business stakeholders and IT, ensuring commercial applications align with business objectives, scale effectively, and deliver measurable value. In this role, the candidate will take ownership of identifying system improvements, resolving issues before they escalate, and translating business requirements into scalable commercial solutions. The ideal candidate brings a strong analytical mindset, a knack for uncovering opportunities in data and processes, and a passion for using technology to drive measurable business value. The commercial applications in scope include but are not limited to CRM: MS Dynamics 365, e-Commerce: Adobe Commerce Cloud, Website/CMS: Optimizely.

The ideal candidate will be based in Columbus, OH or Boston, MA.

Essential Duties and Responsibilities

Solution Ownership & Strategy

• Own the end-to-end lifecycle of commercial applications including but not limited to CRM:MS Dynamics 365, e-Commerce: Adobe Commerce Cloud, Website/CMS: Optimizely
• Define and maintain solution roadmaps aligned with business and IT strategy
• Evaluate and recommend new technologies and enhancements to improve commercial effectiveness and revenue growth
• Ensure applications meet performance, security, compliance, and availability standards

Business Partnership

• Act as a trusted advisor to Sales, Marketing, and Commercial/RevOps leadership.
• Translate business requirements into functional and technical solution designs.
• Facilitate workshops to elicit detailed requirements, prioritize initiatives, and align stakeholders.

Delivery & Implementation

• Lead solution design, configuration, integration, testing, and deployment.
• Collaborate with business leaders to prioritize demand and manage expectations
• Manage relationships with software vendors, system integrators, internal IT teams and managed service providers
• Collaborate with other IT delivery teams to ensure overall IT landscape is stable and scalable
• Ensure projects are delivered on time, within scope, acceptance criteria are met, and on budget.
• Work with key stakeholders to address high-priority questions and deliverables

Application & Platform Management

• Oversee day-to-day performance, availability, and support of commercial applications.
• Lead and govern application development activities, including enhancements, integrations, and new solutions
  • Oversee internal and external development teams using Agile, DevOps, or hybrid delivery models
  • Review solution architecture, code quality, and design decisions to ensure best practices
  • Troubleshoot issues and coordinate with internal IT and external vendors for timely resolution.
  • Drive root cause analysis and continuous improvement for application issues
  • Manage application upgrades, patches, and technical debt reduction
  • Manage system integrations between commercial systems and ERP, data platforms, and finance systems.
  • Ensure data quality, security, compliance, and system scalability.
  • Serve as the primary administrator for commercial applications, managing user access, roles, permissions, and configurations.

  Governance & Continuous Improvement

  • Establish standards for solution design, documentation, and change management.
  • Ensure solutions comply with enterprise architecture standards, cybersecurity policies, and regulatory requirements
  • Support audits, compliance requirements, risk assessments & mitigation, and disaster recovery planning
  • Enforce documentation, change control, and release management standards
  • Monitor KPIs and user adoption; drive continuous improvement initiatives.

  Financial & Resource Management

  • Manage application budgets, licensing costs, and vendor contracts
  • Support build vs. buy decisions and cost optimization initiatives
  • Forecast resource needs and support capacity planning

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Work Experience

• Bachelor’s degree in Information Systems, Computer Science, Business, or related field.
• 7–10+ years of IT or enterprise application experience.
• 7+ years of hands-on or leadership experience with Microsoft Dynamics 365 CRM.
• Experience with e-commerce and content management solutions
• 10+ years of experience in conceptualizing, designing, and implementing large-scale IT solutions
• Experience influencing decisions across cross-functional stakeholders
• Change management experience and ability to drive adoption of tools/solutions
• Leadership and/or oversight of architects & developers designing individual components of a solution
• Proven success in requirements elicitation & comprehension to deliver the right technical solutions
• Experience in B2B, manufacturing, or enterprise commercial environments.
• Knowledge of Lead-to-Cash and Customer Service processes.
• Agile / Scrum / ITIL experience.
• Process driven mindset & focus
• Facilitation & communication skills to work across all levels in the organization
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Work well with peers, and superiors in all departments as well as external contacts

Technical Skills/Physical Requirements

• Microsoft Dynamics 365 or Power Platform certifications
• Strong knowledge of:
  • Dynamics 365 Sales & Customer Service
  • Power Platform (Power Automate, Power Apps, Power BI)
  • Dataverse and security model
  • Experience managing system integrations and vendors.
• Strong knowledge and understanding of Azure services and integration tools.
• Experience with e-commerce and content management solutions
• Solution architecture and governance
• Deep technical experience in integrations (ERP and data platforms)
• Travel - 15% travel required.