Global IT Application Maintenance Service Leader - Milano, Italia - Oliver James Associates

Oliver James Associates

Azienda verificata

Milano, Italia

3 settimane fa

Inviato da:

Piero Bianchi

Reclutatore di talenti per beBee

Descrizione

General Description of the Role

The Global IT Application Maintenance Service Lead is a key role in the Global IT team reporting to the Global IT Application Maintenance Manager, who in turn reports to the Global IT Service Delivery Director, and located in the Group Corporate headquarter.

The objective of the role is to ensure the delivery of the services in this area managing an external outsourcing provider.

There are four Global IT Application Maintenance Service Lead that are partnering with the Centre of Expertise of the different functional areas (Finance, Sales, Marketing, Supply Chain, BI & Analytics and Technical Architecture).

Each Service lead is assigned to specific functional area but the cross functional knowledge is a key element of the role.

Mission/Objectives

Partnering with external outsourcing providers the role is accountable for the delivery of excellence services to the organization, reporting service level and ensure a continuous service improvement.

Key Responsibilities and Activities

Be the Group IT point of contact for any topic in Application Maintenance in the respective area of responsibility
Acquire a good knowledge of Group processes and leverage this knowledge to drive quality and improvements in the AM services
Build strong relationship with Group IT colleagues and with business key users.
Outsourced Service management through Business oriented KPIs development and monitoring, Service reviews and SLA management.
Ensure constant Application Performance Monitoring and proactive performance improvements
Ensure the delivery of second and third level Application Support consistently and according to the agreed service level
Ensure that Corrective and Evolutionary Maintenance are regularly performed according to the defined procedures
Monitor the execution of root cause analysis and problem management
Ensure any new release of a SaaS Applications is implemented on time and without any business disruption
Lead the service provider in the introduction of automation for common, repeatable, manual tasks.
Drive the implementation of Continuous Service Improvement practices to reduce recurring issues, enhance problem management, fasten resolution of critical incidents, improve productivity, optimize software licenses and increase enduser satisfaction
Be an active member of CAB.
Monitor and ensure a proper Knowledge Based is created, updated and available to both IT and business users
Help to manage and prioritize backlog of support based on clear understanding of business criticality
Develops and lead business process improvement initiatives

Key Relationships

Internal:
Global Service Delivery Director; Global IT Application Maintenance Services Manager; Other Application Maintenance Service Lead; COE team; Regional IT Service Managers; Business Process Owners and Key Users

External:
external technology providers

Experience & Education

Minimum 5 years of proven experience in IT in a multinational company with an IT outsourcing model or in an IT Consultancy firm focused on technology services. A past experience in FMCG company is a plus.
Experience in adopting the ITIL framework in an organization
International working experience (having lived and worked abroad) is a plus
Experience of working in a matrix organization
Experience in leading an outsouced team including nearshored and offshored services
Excellent understanding and experience of using an ITSM tool and its capabilities as a service management platform.
Able to take ownership of complex technical issues.
Bachelor's or master's degree in computer science, information systems, business administration or related field
Fluency in English is a must, other languages are a plus
ITIL V3 Foundation (required)
Prince 2 and/or equivalent project methodology (desirable)
Agile Methodology (desirable)

Required Skills & Traits

Excellence service management skills
Experience in vendor management is preferred
Cross Functional knowledge in FMCG Company
Have an excellent understanding of all the key elements and processes relating to IT service management
Exceptional customer relationship management skills and ability to create a culture of customer centricity
Excellent analytical, strategic conceptual thinking, strategic planning and execution skills
Have excellent communication skills at all levels with the ability to convey complex information
Familiarity with cross cultural issues
Interpersonal skills and very good team working

Required Technologies