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Global IT Enterprise Applications Service Manager

3 mesi fa

Milano, Lombardia, Italia Amplifon Group A tempo pieno

Who we areAmplifon is an Italian multinational company and the global leader in hearing care solutions and services for retail expertise, customization, and consumer care. More than 19,300 professionals every day in a network more than 9,400 points of sale give back the joy of hearing, feeling, and living to thousands of people across the world.
In Amplifon we believe people are the most important component of our success.

Thanks to our best-in-class Hearing Care Professionals and front and back-office Teams, we are able to put the everyday taps, pops and splashes back into the lives of our customers.

We believe that it's only through strong investment in talent engagement, continuous professional development, support, and recognition that our people can exceed every limit and build a fulfilling career.

Amplifon is working on boosting a Winning Culture that will lead our employees towards the future, starting from the improvement of our Winning Workplace.

Aligned to this goal, we offer a hybryd working policy, allowing employees to work

9 days/month remotely.

What we are looking forThe primary purpose of the Application Management Manager for Corporate and EMEA is:

  • Manage the Service Desk dealing with internal/external customer enquiries and incidents for a global provider products and services in the healthcare sector
  • Monitoring the request of Level 1 to evaluate the possibility to enhance the "how to", defect and resolution
  • Monitoring KPI and SLA defined in AMS contract with system integrator for L2 support
  • Coordinate small enhancement raised during AMS managing prioritization and follow the delivery
  • Monitoring the integrations layer leveraging prebuilt dashboard
  • Monitoring and escalate with L3 support high and critical defects
  • Coordinate with cross functional teams for defect resolutions
  • To ensure incidents are logged accurately and timely and passed to second line support teams, manage ticket systems, and be responsible for customer communications for service alerts and maintenance
  • Identify any possible enhancement requested in the process or in the system by a critical analysis of recurring issues.

Key Accountabilities and Responsibilities

  • Oversee the incidents, problems, change and requests. Manage and coordinate urgent and complicated support issues, become the incident manager in major incidents in the region
  • Act as escalation point for all incidents and requests in the region
  • Support the process of determine root cause of issues and communicate appropriately to internal and external customers
  • Provide data and reporting of KPI's and trends to Management and others in adhoc, weekly, monthly, and as needed related to the region
  • Cooperate with AMS Global Director in the consolidation of the AMS view and reporting
  • Coordinate small evolutions impacting Corporate and EMEA.

What you'll need

  • High proficiency using MS Office Suite
  • Strong knowledge of ServiceNow
  • Knowledge of multiplatform systems with several integrations between ERP and CRM systems
  • Strong knowledge of implementing Oracle Cloud/eBS HCM projects end to end
  • Strong experience in delivery and implementation working for a consultancy/systems integrator
  • Overall strong Project Management capabilities and proven experience in delivering complex Oracle Applications projects using Oracle AIM and OUM methods.
  • Knowledge of PMP or other formal delivery methodologies and experience of Project Management best practice
  • Knowledge of business analysis methodology and proven practice of process mapping
  • Eager to discover what features and functionalities Oracle is releasing quarterly and present them to the business ad continuous improvement.