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Global Enterprise Applications Service Manager
1 mese fa
**Who we are**Amplifon **is an Italian multinational company and the global leader in hearing care solutions and services. With over **20,000 professionals** and a **network of 9,500 points of sale in 26 countries**, Amplifon helps people **rediscover the emotions of sound**. The company values people as the key to its success, offering growth opportunities in a multicultural and international environment. Amplifon has been recognized as a "Top Employer 2024" in Europe, the United States, and New Zealand by the Top Employers Institute.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 for**The primary purpose of the **Global** **Enterprise Applications Service Manager **is to:
- 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.
- Identifiy 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 related to the **Supply Chain area**.
- 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 ad-hoc, 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
- Other tasks as deemed appropriate by Manager
**What you'll need**
- High proficiency using MS Office Suite
- Strong knowledge of ServiceNow
- Strong knowledge of implementing Oracle Cloud SCM projects end to end
- Knowledge of multi-platform systems with several integrations between ERP and CRM systems
- 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.
