Company Description

Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.

Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking.

Job Description

The Application Support Manager will oversee the resolution of incidents related to enterprise applications used throughout Canada Goose. The successful candidate will manage a team responsible for troubleshooting, resolving issues, and optimizing the performance of our ERP applications, with a focus on D365 Finance & Operations. They will be responsible for managing the end-to-end incident management process, ensuring timely resolution, minimizing business impact, and driving continuous improvement in our support services. This role requires strong leadership, technical expertise, and a commitment to delivering high-quality support to our internal stakeholders.

What You'll Do:

• Lead and mentor a team of Application support specialists, providing guidance, coaching, and performance feedback.
• Foster a culture of collaboration, innovation, and continuous improvement within the support team.
• Set clear objectives and priorities for the team, ensuring alignment with business goals and objectives.
• Serve as the primary point of contact for all incidents related to all enterprise applications, including initial triage, assessment, and prioritization.
• Coordinate the resolution efforts of cross-functional teams, including support specialists, developers, and business stakeholders.
• Monitor the progress of incidents, escalate as necessary to ensure timely resolution, and communicate updates to stakeholders.
• Conduct root cause analysis for major incidents and identify underlying issues contributing to recurring problems.
• Develop and implement corrective actions and preventive measures to address identified problems and prevent future incidents.
• Collaborate with technical teams to implement system changes or enhancements aimed at improving system stability and reliability.
• Serve as the primary point of contact for application-related issues.
• Communicate effectively with stakeholders to provide status updates and gather requirements.
• Collaborate with other IT teams and departments to ensure cohesive support efforts.
• Maintain accurate records of all incidents, including details of the incident, resolution activities, and any follow-up actions taken.
• Analyze incident trends and performance metrics to identify opportunities for service improvement and optimization.
• Prepare regular reports and presentations for management, highlighting key performance indicators and areas for improvement.
• Manage relationships with software vendors and service providers.
• Monitor vendor performance to ensure they meet contractual obligations.
• Coordinate with vendors for application updates, patches, and technical support.
• Drive a culture of continuous improvement within the incident management process, seeking opportunities to streamline workflows and enhance efficiency.
• Collaborate with other teams to implement best practices and standards for incident management and service delivery.

Let's Talk About You:

• A post-secondary education in Computer Science, Information Systems, or related field.
• Minimum of 5 years of experience in IT incident management, with a focus on enterprise applications such as Microsoft Dynamics 365.
• Strong technical knowledge of Dynamics 365 applications, including configuration, customization, and integration capabilities.
• Proven leadership skills with the ability to inspire and motivate a team.
• Excellent communication and stakeholder management skills, with the ability to coordinate and collaborate effectively across teams.
• Experience working in an Agile Environment
• Experience with compliance and governance frameworks (SOX preferred)
• Industry certifications preferred such as: Microsoft Certified: Dynamics 365 Functional Consultant Associate (MB-300, MB-320, MB-330, MB-310)
• Knowledge of the ITIL framework and related support processes
• Experience supporting applications in a Discrete Manufacturing or Retail vertical
• Strong organizational, writing, interpersonal and communication skills
• Exceptional attention to detail and committed to a high degree of accuracy
• A team player who builds strong relationships based on trust and integrity
• Creativity and demonstrated ability working in a fast-paced environment with a high degree of change
• Embraces continuous improvement by proposing new and/or better ways of doing things
• Ability to work efficiently under pressure and effectively multi-task

Additional Information

What's in it For You?

• A company built on Canadian roots and heritage
• Your work is recognized with a comprehensive and competitive Total Rewards Program
• Opportunities for career growth through numerous internal and external programs
• Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards
• Be a part of CG Gives. Donation matching and paid volunteer time to help the organizations you care about
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• Inspiring leaders and colleagues who will lift you up and help you grow

We believe in the power of inclusion and are passionate about building and sustaining an inclusive and equitable working environment where all employees can bring their authentic selves to work everyday. We believe every one of our team members enriches our diversity by exposing us to varying ways to understand the world, identify challenges, and to discover, design, produce, and deliver great products and service. Our different perspectives are what enable us to create, dream and live in the open.

Canada Goose is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

There are multiple ways to interview with us! If you require any interview accommodation for your interview, please e-mail us at [email protected].