GAM Lux Service & Application Management
Thorntons
Luxembourg, LU
il y a 6j

Main Responsibilities :

IT STRATEGY

  • Role is key in Group Headquarters, being a reference for Company Top Management for IT Applications Service Management and all other IT Stakeholders.
  • SERVICE MANAGEMENT

  • 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.
  • Quality :

  • 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 :

    Profile :

  • 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;
  • International mindset;
  • Proactive approach;
  • Strategic thinking and planning;
  • Operational execution excellence;
  • Team and collaboration orientation;
  • Problem solving;
  • Performance driven;
  • 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.
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