Main Responsibilities :
Role is key in Group Headquarters, being a reference for Company Top Management for IT Applications Service Management and all other IT Stakeholders.
The selected person will be in charge of the Service Management operational activities for Luxembourg Users. She / he will work with a multinational team (In remote) under a service contract around the following topics :
Incident and Problem Management :
Check ticket status and contents. Manage all the tickets and speed up the solution of very high and high tickets. Check solutions and descriptions of ticket solutions.
Point of reference to speed-up local actions due to central requests.
Begin to proactively provide solutions to prevent problems that occurs within his / her area of responsibility. Meet IT responsible to evaluate the best solution to provide.
Document known errors and work around.
Escalation Management :
Identify potential escalations and alert management proactively.
Provide continual improvement recommendations / direction setting and advice within work team.
Capacity and Performance :
Analyze service performance data involving response time, resolution time, etc. to ensure the service levels agreement, according to central rules.
Analyze data and trends to define changes to increase application reliability, reduce maintenance costs, etc. and generate forecasts of capacity growth.
Focal point for ITS Service Monitoring and GAM Service.
Application Lifecycle Management :
Maintain constantly update the ALM environment in alignment with the relative methodology.
Manage inventory, asset and configuration information maintenance for local applications and interfaces.
Ensure the recommended procedures, work methods and standards for regular operations on local applications such as live program release and control are developed and maintained.
Manage the decommissioning of local redundant applications.
Communication Management :
Manage communication and meeting with IT (Local GAM, Central GAM, ITBP, Central SMA, etc.) / Business Departments.
Resources and Team Management :
Manages people allocated to her / his team.
She / he will work with a multinational team (In remote) under a service contract.
BUDGET MANAGEMENT & COST CONTROL
Budget Management & Cost Control of external contracts in coordination with GAM Manager.
Purchasing requisition management.
Who we are looking for :
Master Degree in Computer Engineering and / or Information Technology;
5 to 7 years overall experience in IT within multinational (ideally in FMCG companies);
3 to 5 years of work experience in Service and Applications Management roles within multinational (ideally in FMCG companies);
People Management experience;
Strategic thinking and planning;
Operational execution excellence;
Team and collaboration orientation;
Ability to develop and maintain professional and effective relationships with internal customers (Business Users, ITBP, PMO, Procurement, ) and external stakeholders (IT Suppliers, Consultants, Software Editors, );
Effective written / verbal communication skills;
Enthusiasm and commitment to excellence with a result-oriented approach;
Ethical and strong personal values.
IT Skills :
5 to 7 years mandatory experience in SAP (technical and functional), new SAP solutions on cloud and S4 will be considered a plus;
SAP Certifications will be positively appreciated, specially focused on new SAP solutions on cloud and S4;
Service Management : Certifications (ITIL career and similar) will be positively appreciated;
Ticketing Tool SAP Solution Manager.
Language Skills :
Fluency in English;
Any other European language will be considered a plus.