Manager, Application Support

Winpak is seeking a Manager, Application Support to build and lead a formal enterprise application support function while also owning initial release management responsibilities for Infor M3 ERP during implementation, go-live readiness, and early stabilization.

This role will manage the support process for ERP (Infor M3, legacy Movex), MES, HubSpot CRM, and other current and future business applications that support manufacturing, supply chain, warehousing, finance, customer service, sales, reporting, and related operations.

During the initial spin-up period, this role will also own the monthly M3 release process, biannual feature release coordination, release readiness, business testing coordination, TaaS coordination, change evidence, and post-release validation. As the M3 footprint grows and a dedicated team is built, release management responsibilities are expected to transition into a separate ERP release management role.

Key Responsibilities

1. Application Support & Operations

• Build and lead Winpak’s enterprise application support function for M3, Movex, MES, HubSpot CRM, and other business-critical applications.
• Own the L2/L3 application support process, including intake, triage, prioritization, escalation, communication, resolution tracking, and backlog management.
• Establish support processes, severity definitions, service expectations, escalation paths, root-cause categories, knowledge-base standards, and operating metrics.
• Run regular support triage meetings and coordinate urgent production issues involving business users, plant teams, application analysts, IT, implementation partners, Infor, MES vendors, CRM partners, and other providers.
• Manage support for legacy Movex and MES environments during the transition to M3, including issue triage, knowledge capture, documentation, vendor coordination, and reduction of key-person dependency.
• Coordinate support for HubSpot CRM and other business applications, ensuring defined ownership, escalation, documentation, and coverage.
• Partner with business process owners to distinguish production incidents, training issues, master data issues, configuration gaps, integration failures, reporting issues, defects, and enhancement requests.
• Support after-hours critical incident escalation for production-stopping issues impacting manufacturing, shipping, invoicing, financial close, MES/M3 integration, or other business-critical processes.
• Create and publish support metrics, including ticket volume, aging, severity, recurring issues, business impact, root cause, vendor escalations, after-hours incidents, and implementation-team support consumption.

2. M3 Go-Live, Release & Transition Management

• Own application support readiness for M3 go-live, including hypercare planning, support roster, business super-user engagement, ticket intake standards, escalation processes, and transition to steady-state support.
• Own initial release management responsibilities for M3 until a dedicated release role is established, including the annual release calendar, monthly release reviews, biannual feature-release coordination, release risk assessment, and release communication.
• Coordinate with Infor, TaaS resources, application analysts, business leads, super users, and implementation partners to define high-risk regression scope and support release testing.
• Maintain change records, release-readiness evidence, business signoffs, post-release validation records, known release defects, and release retrospectives during the combined support/release management period.
• Manage the transition from legacy Movex and MES environments to M3 while ensuring continuity of business-critical operations and capturing institutional knowledge.

3. Team Leadership, Knowledge & Continuous Improvement

• Hire, coach, mentor, and manage application support analysts, ensuring the team develops strong business-process knowledge and does not operate as passive ticket takers.
• Build and maintain a comprehensive support knowledge base, including known issues, workarounds, application runbooks, troubleshooting guides, access procedures, month-end support procedures, and vendor escalation paths.
• Work with business process owners to identify recurring issues and opportunities for training, process improvement, configuration changes, or system enhancements.
• Establish and mature support operating metrics to identify trends, recurring problems, service risks, and opportunities for improvement.
• Work with IT leadership to mature the function from the initial combined support/release model into separate support, release, quality, and application-domain capabilities as volume and risk increase.

Required Qualifications

• 7+ years of experience in application support, ERP support, business systems support, IT service delivery, enterprise application operations, release coordination, or comparable roles.
• 3+ years of experience leading people, managing a support function, supervising analysts, or coordinating cross-functional support teams.
• Experience supporting ERP, MES, CRM, reporting, integration, or other business-critical applications in a manufacturing, distribution, supply chain, finance, or operations environment.
• Strong understanding of incident management, service request management, problem management, escalation, prioritization, support metrics, and user communication.
• Experience coordinating application releases, change records, testing, business signoff, production validation, or vendor-driven software updates.
• Ability to distinguish user error, training gaps, business process issues, master data problems, configuration issues, security issues, integration failures, reporting issues, vendor defects, and enhancements.
• Experience working with business users, plant teams, finance teams, customer service, supply chain, IT infrastructure, security, implementation partners, and software vendors.
• Ability to build structure in an immature or under-resourced environment.
• Excellent communication, facilitation, prioritization, and stakeholder-management skills.

Preferred Qualifications

• Direct experience with Infor M3, Movex, or other manufacturing ERP systems.
• Experience supporting MES in a manufacturing or plant-floor environment.
• Experience supporting HubSpot CRM or similar CRM platforms.
• Experience with Infor OS, ION, APIs, EDI, file transfers, reporting platforms, Power BI, Microsoft Fabric, or other ERP-adjacent technologies.
• Experience coordinating TaaS, automated regression testing, QA cycles, UAT, release boards, change advisory processes, or controlled deployment processes.
• Experience with ITSM ticketing or work-management tools.
• ITIL, PMP, Prosci, ISTQB, or related certification is an asset.

Key Competencies

• Strong application support judgment and ability to stabilize business-critical systems in a complex manufacturing environment.
• Ability to create support structure, release discipline, documentation standards, and escalation paths where little formal process currently exists.
• Practical understanding of how ERP, MES, CRM, reporting, integrations, security, master data, and business processes interact.
• Ability to manage urgent production issues while also maintaining discipline around release planning, testing, evidence, and change control.
• Strong people leadership, coaching, and analyst-development capability.
• Ability to communicate clearly with executives, plant leaders, business users, implementation partners, software vendors, and technical teams.
• Acts as a pragmatic application operations leader who protects business continuity, implementation capacity, and long-term supportability.

Why Winpak?

Winpak is committed to providing comprehensive benefits to support the physical, mental, financial and social well-being of our employees and their families. Our benefit package includes the following:

• Medical, dental, vision & prescription coverage
• Travel coverage
• Disability coverage
• Voluntary life insurance
• Life and accidental death & dismemberment insurance
• Tuition assistance program
• Retirement savings plans
• A comprehensive employee and family assistance program which includes short term counselling, wellbeing coaching, financial and legal consultations services.

Winpak’s vision is to provide the best packaging solutions for people and planet. We are a leading supplier of innovative packaging solutions, known for providing high-quality products that meet the needs of a variety of industries, including food and beverage, pharmaceuticals, and consumer products. With a commitment to sustainability, safety, and excellence, Winpak continues to grow as a global leader in the packaging industry.

At Winpak, inclusion is one of our core values. We believe that an inclusive culture fosters a sense of belonging, drives innovation, and provides our brand a competitive advantage. Our goal is to create an environment free from harassment and discrimination, and where every individual feels respected, valued, and appreciated.

As an Equal Opportunity Employer, we are committed to an equitable and inclusive recruitment process, evaluating applicants based on merit, capability, and qualifications related to the job - never on identity factors such as race, color, gender, age, sexual orientation, religion, disability, national origin, or any other protected status. To support this commitment, if you require any accommodations during the recruitment process, please let us know and we will work with you to ensure your needs are met.