Sr. Manager, Enterprise Applications

Dorman was founded on the belief that people should have greater freedom to fix motor vehicles. For over 100 years, we have been driving new solutions, releasing tens of thousands of aftermarket replacement products engineered to save time and money, and increase convenience and reliability. Founded and headquartered in the United States, we are a pioneering global organization offering an always-evolving catalog of automotive, heavy-duty and specialty vehicle products.  Today, we have more than 3,500 employees across 29 different locations, with a family of brands that also includes SuperATV and Dayton Parts. Reaching a revenue of $2 billion in 2024, Dorman is publicly traded under the stock ticker DORM.

 

Everyone who works at Dorman is called a Contributor. We need everyone, regardless of role and experience, to contribute to our success. That means everyone has a unique ability to make an impact on the business. We encourage all our Contributors to bring their authentic selves to work. The freedom to pursue new ideas, offer different perspectives, and grow in your career is fundamental to working at Dorman.

Job Summary

The Senior Manager, Enterprise Applications is responsible for the reliable, stable, and scalable operation of Dorman’s enterprise application portfolio, with SAP as a primary platform alongside a mix of on‑prem and SaaS solutions. This role owns the application run function and is accountable for operational excellence across Incident, Request, Change, and Problem Management, while ensuring consistent standards across all applications.

This leader builds a culture of high accountability and zero tolerance for repeat incidents, drives rigorous root cause analysis, and ensures permanent resolution. The role also ensures the team is focused on solving business problems, not just executing technical tasks, and that enhancement demand is met through disciplined capacity and resource management.

Primary Duties

Application Operations & Run Excellence

• Own day-to-day operational health of all enterprise applications, including availability, performance, integrations, batch jobs, and interfaces.
• Define, enforce, and continuously improve application operational standards across the portfolio.
• Ensure clear service ownership, escalation paths, and support models.

L2/L3 Support & ITSM Leadership

• Lead Level 2 and Level 3 application support teams and vendors.
• Ensure excellence in Incident, Request, Change, and Problem Management processes.
• Drive high-quality ticket data, SLA adherence, and effective stakeholder communication.

Problem Management & RCA Culture

• Establish a culture that does not tolerate recurring incidents.
• Lead post-incident reviews and trend analysis, ensuring permanent fixes through disciplined Problem Management.
• Maintain known error and corrective action tracking.

Enhancements, Demand & Capacity Management

• Own the delivery of application enhancements and operational improvements.
• Ensure visibility into resource utilization, capacity, and demand across the application portfolio.
• Align staffing and vendor capacity to meet legitimate business demand while balancing run stability and enhancement throughput.
• Partner with business and product owners to ensure enhancements are value-driven, well-defined, and supportable.

Business Problem Focus

• Ensure teams deeply understand business processes, pain points, and desired outcomes before executing solutions.
• Shift the organization from task-based technical execution to problem-oriented, outcome-driven delivery.
• Challenge requirements and solution approaches to ensure simplicity, sustainability, and operational fit.

Change, Release & Enhancements

• Own application change governance to minimize risk and improve change success rates.
• Coordinate releases, patches, and minor enhancements with business and vendors.
• Ensure proper testing, documentation, and operational readiness for changes.

Vendor & Service Provider Management

• Manage application vendors and managed service providers.
• Own vendor performance, SLAs, KPIs, and continuous improvement initiatives.
• Support contract scope, renewals, and cost optimization.