Skills and Experience:

• Bachelor’s degree in Information Systems, Computer Science or related technical discipline or equivalent work experience
• A 5 to 10 yeas IT experience overall with a significant experience in Application support and / or IT service delivery management in a global environment.
• Experience to work in a global – matrixed organization
• Experience to work in a global – always on organization, where out of business hours working will be a requirement of the role
• ITIL v 4.0 Foundation highly preferred; advanced ITIL certification a plus
• Familiarity with ITSM tools (e.g ServiceNow) and technologie

ABOUT THE ROLE:

• Part of the Global Service Delivery Management team in the IT Shared Service organisation and managing the maintenance and support of the Enterprise Applications landscape within, mainly outsourced to a third party.
• Works within the team on Continuous Service Improvement (CSI), timely resolution of support issues to achieve contracted Service Level Agreements, and Line of Business Service reporting end to end impact.
• Collaborate with stakeholders (IT and business) to drive increased customer satisfaction and engagement including a full feedback loop and action plan creation and execution.
• Leads coordination on Primary and Major incidents on application stacks and service to the business lines in close cooperation with sourcing partners and head of service lines within IT Shared Services
• This role requires a strategic thinker capable of ensuring seamless 24x7 IT service delivery across multiple time zones, with a strong emphasis on performance metrics and reporting

KEY RESPONSIBILITIES

• Managing the business-as-usual maintenance and support for the enterprise application within for an assigned business domain
• Engage and lead regular service review with IT stakeholders for assigned business domain
• Responsible for transitioning the service/application from project team to operations acceptance for the application in the assigned business domain
• Maintain high quality standard for overall service delivery of application support services
• As a team player co-responsible for governance framework, process & controls to achieve the desired business outcomes
• As a team player co-responsible for continuous service improvements and automation & innovation to drive operational efficiencies and enhance overall user experience
• Collaborates with IT business partners and project management office on successfully delivery of IT and business objectives and projects
• Collaborate with IT delivery teams and delivery partners to ensure service excellence and service stability
• Leads coordination on Primary Incident and Major incidents on application stacks and service to the business lines in close cooperation with sourcing partners and head of service lines in IT Shared Services.

Service Management and Service Reporting:

• Oversees daily business as usual application management, outsourced to a partner.
• Oversees the management of the operational issues, inclusive of tracking escalated tickets and management of resolution times and root cause analysis to develop process improvements
• Conduct regular service reviews with key business stakeholders & vendors to ensure we are meeting business expectations
• Reports on metrics and operational excellence (MI, P1, Trending, CSI)
• Responsible for the correct execution of the IT Service Management processes, to ensure reliable and highly available application landscape for the assigned business domain:

o Incident Management
o Problem Management
o Release Management
o Change Management
o Configuration Management

o Service Level Management

• Perform regular demand and capacity management reviews and ensure we meet growing business needs.
• Collaborate with Security Team and ensure the application vulnerabilities are remediated in agreed timeframe.
• Service Reporting: Plan, schedule, monitor and report on activities related to incident, requests, changes, and problem resolution.
• Where requires oversees and directs statement of work creation, by the partner, for projects and activities related to the assigned application and business domain.

Incident, Requests, Change and Problem Management:

• Part of the global Incident Management team in a follow-the-sun model (24x7 support).
• Ensures agreed P1/MI process are followed and leveraging the IT and Business Stakeholders as applicable to successfully navigate through Priority 1 and Major Incidents and restore the IT services as quickly as possible to minimize the service disruptions to the business
• Leads and executes the Major and Priority incident communication to IT and business stakeholders. Leads and supports the triaging of the incident in early stage, to ensure speedy service recovery.
• Ensure that the root cause analysis (RCA) and preventive measures for P1/MI are completed as per SLA and review the outcomes with the key business stakeholders
• Accountable for the timely resolution of all incidents and problems related to the assigned applications and business domain.

Partner management for application maintenance and support in the assigned business domain:

• Perform regular updates and follow up on:
• Weekly & monthly partner service reviews on KPIs and SLAs
• Present KPI / SLA to agreed stakeholders
• Escalation management of issues
• Ensure proper SOP/documentation is maintained by the outsourcing partner
• Collaborate with all internal IT teams to assure partner effectively delivers the contracted SOW
• Track, measure, report and evaluate partner performance for the assigned applications and business domain

Customer and Client Services Engagement:

• Works closely with IT and Business stakeholders on process and technical needs, and prioritize initiatives throughout key business cycles and help achieve the business goals
• Collaborate with IT service desk and other IT teams for all incident, change and problem communications to the business
• Ability to be client-facing for technical issues/resolutions

Skills and Experience:

• Bachelor’s degree in Information Systems, Computer Science or related technical discipline or equivalent work experience
• A 5 to 10 yeas IT experience overall with a significant experience in Application support and / or IT service delivery management in a global environment.
• Experience to work in a global – matrixed organization
• Experience to work in a global – always on organization, where out of business hours working will be a requirement of the role
• ITIL v 4.0 Foundation highly preferred; advanced ITIL certification a plus
• Familiarity with ITSM tools (e.g ServiceNow) and technologies

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