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IT SERVICE MANAGER - SAP
Company:CPL |
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Job Reference Number |
14566628 |
Client ID: |
RI/JO-1201-241365CV |
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Posted On: |
Feb 7 2012 |
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Location: |
DUBLIN SOUTH |
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Job Type: |
Permanent |
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Salary: |
NEGOTIABLE |
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We are looking to recruit an experienced IT Service Manager with strong SAP background to maintain, establish and manage internal relationships with Application Delivery Service, internal business customers and external Service Delivery partners.
Main Duties / Responsibilities:
To manage our European IT Service and develop a Global Service Strategy in line with Global Governance.
This position reports to the Head of Application Service Management. The IT Service Manager is accountable for all of Europe, with Transition and Compliance Managers as direct reports.
Key Tasks:
• Develop and Manage a Global Service Strategy in line with Global Governance
• Proactively Manage the IT Service Budget
• Set up and maintain the necessary contacts with the regional delivery organisations (COE), the global infrastructure service and the central functions in our HQ
• Be the single point of contact for specific business' IT related (AS, ICT) needs, requests, issues and escalations at local executive level for all functions.
• Ensure appropriate plans are put in place prior to a service related change implementation including prioritising, sizing, impact analysis and deployment plans
• Ensure the appropriate execution of all organisational and technical activities prior to a service related change implementation.
• Manage all activities needed to determine and safeguard the level of service (SLA) required for Applications and Operations by the Business Process Lead; this includes reporting analysis from outsourcing partners and initiation of the required improvement activities.
• Manage and motivate the team to ensure high motivation levels and morale
• Manage the overall service delivery to ensure excellence by:
• Monitoring Customer satisfaction†(surveys, etc.) and organising customer/user groups meetings at local level
• Communicate regularly with local executive level about Application Maintenance overall, projects and escalations status.
Education:
1. University degree level or equal by experience, combining Information Technology and deep Business Knowledge, preferably within retail or wholesale.
2. Knowledge in European Languages would be advantageous, in particular, German, French and Norwegian.
3. ITIL Certifications would be beneficial
Experience:
1. A minimum 7 years of work experience in Project and Service management roles.
2. Expertise in Business process analysis and understanding
3. Strong solution expertise within SAP environment.
4. Proven successful planning experience.
5. Relevant Financial acumen
6. Experience of analysing and working with Cost: Benefit
Technical competencies:
1. General knowledge of SAP Products.
2. Good knowledge and understanding of Project and Service management processes.
3. Knowledge and application of ITIL standards and methods.
If you would like further information on this role please contact Jennifer Doddy on 01 6146045 or email Jennifer.doddy@cpl.ie
