Cegid Jr. Service Lead at VISEO ASIA PTE LTD

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Full Time

Start Date

Immediate

Expiry Date

02 Apr, 26

Salary

0.0

Posted On

02 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Management, Team Leadership, Client Engagement, Process Improvement, Incident Management, Problem Management, Change Management, Risk Management, ITIL, Application Support, Retail Technology, Communication, Analytical Skills, Customer Service, Mentoring, Automation

Industry

IT Services and IT Consulting

Description

As Jr. POS/Cegid AMS Service Lead in APAC, you will play a crucial role in overseeing the delivery of application support and services for a specific client, ensuring efficient management and resolution of application-related issues. You will serve as the main point of contact for both internal teams and clients, working to maintain service excellence and drive continuous improvement in service delivery. You will intervene in particular Point of Sales Solution (POS), in full development of the growth of connected digital business. Beyond the historical features of these solutions - the functions of sales management, inventory management and collection in-store - they evolve to integrate for example: Digitalization of the point of sale (clientele, cataloging) Omnichannel sales experiences (e-reservation, click & collect etc.) Unified stock management Loyalty management Responsibilities Service Delivery Management: Lead the end-to-end management of AMS for clients, ensuring that service levels (SLA) and KPIs are met or exceeded. Act as the primary interface between the client, technical teams, and service providers, ensuring clear communication and collaboration. Coordinate the resolution of application incidents, problems, and service requests, managing escalations as necessary. Oversee the proactive monitoring of applications and systems to prevent downtime and mitigate risks. Track service performance and prepare regular reports to stakeholders, highlighting service performance and areas for improvement. Team Leadership: Lead and mentor a team of AMS consultants to ensure high performance and adherence to service standards. Support the team in troubleshooting and resolving complex application issues, providing guidance and escalation support when needed. Conduct regular team meetings, provide feedback, and implement continuous training and development plans. Client & Stakeholder Engagement: Build and maintain strong relationships with client and IT stakeholders to understand their needs and ensure that AMS solutions align with business objectives. Facilitate regular service review meetings with clients to assess satisfaction, discuss ongoing service improvements, and plan future service enhancements. Provide status updates, progress reports, and communicate effectively with clients regarding ongoing support and operational issues. Process Improvement & Innovation: Identify opportunities for continuous improvement in service delivery, processes, and tools, ensuring that AMS services are aligned with industry best practices. Drive the adoption of automation, self-service, and AI-driven solutions within the AMS environment. Promote a culture of knowledge sharing, continuous learning, and innovative problem-solving within the team. Incident, Problem & Change Management: Lead incident response efforts, ensuring timely resolution and root cause analysis of critical application issues. Collaborate with Change Management teams to manage application updates, patches, and new releases with minimal disruption to business operations. Coordinate post-incident reviews to identify improvements in application support processes and ensure lessons learned are implemented. Compliance & Risk Management: Ensure that all service delivery activities comply with relevant policies, standards, and regulatory requirements. Proactively manage risks related to application availability, performance, and security, taking preventive actions to mitigate potential issues. Education & Experience: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field. 3+ years of experience in IT Service Management, Application Support, or a related field, a leadership or supervisory role is a plus Strong knowledge of ITIL, service management frameworks, and best practices for incident, problem, and change management. Previous experience with retail technology platforms (e.g., POS systems, e-commerce platforms, ERP, CRM) is a plus Technical Skills: Familiarity with enterprise application management, monitoring tools, and support processes (e.g., ServiceNow, Remedy, BMC). Knowledge of application lifecycle management, including deployment, maintenance, and optimization. Understanding of IT infrastructure, cloud platforms (e.g., AWS, Azure), and database management systems. Familiarity with common retail systems (ERP, POS, CRM) and related integrations is a plus Soft Skills: Excellent communication and interpersonal skills, with the ability to engage with both technical and non-technical stakeholders. Strong leadership abilities with experience in team management and mentoring. Problem-solving mindset with the ability to prioritize and manage multiple tasks simultaneously. Strong customer service orientation, with a focus on delivering high-quality results. Key Competencies: Leadership & Team Management: Ability to inspire, guide, and develop a diverse team in a fast-paced environment. Stakeholder Management: Excellent at managing relationships and expectations across different business units and client groups. Process Optimization: Strong ability to analyze and improve service delivery processes, applying best practices and innovative solutions. Analytical & Problem-Solving: High-level analytical skills to identify root causes and design solutions for complex service delivery challenges. Preferred Qualifications: ITIL v3 or v4 certification or similar certifications in IT Service Management. Experience with application maintenance and support preferably a Point-of-Sales solution GDPR MESSAGE: Our privacy policy has been updated to comply with the new regulations. We invite you to consult it by clicking here: https://www.viseo.com/fr/politique-de-confidentialite. The VISEO Group uses the data collected as part of your application to assess your suitability for the job in question. We use the Jazz HR tool to help us in our recruitment process. This tool complies with current regulations on the protection of personal data. The tool is hosted in the United States and is PrivacyShield certified for HR data. In all cases, we may keep your file for 5 years so that we can contact you again if another position matches your profile. You may, of course, object to this. To find out more about how your data is used and how you can exercise your rights, please consult our privacy policy https://www.viseo.com/fr/politique-de-confidentialite.

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Responsibilities

The role involves leading the management of application support services for clients, ensuring service levels are met and facilitating communication between clients and technical teams. Additionally, the position includes mentoring a team of consultants and driving continuous improvement in service delivery.