Global IT Senior Specialist Applications Maintenance Service

2 settimane fa

Sesto San Giovanni, Lombardia, Italia Campari Group A tempo pieno
Job Title: Global IT Senior Specialist Applications Maintenance Service

Join the Campari Group team as a Global IT Senior Specialist Applications Maintenance Service and play a key role in the Global IT team, reporting to the Global IT Senior Director Supply Chain and part of the Supply Chain Centre of Excellence.

Job Summary

The Global IT Senior Specialist Applications Maintenance Service is responsible for the level 2 and 3 support and maintenance for specific non-SAP applications in the supply chain area and across a number of geographies. The focus of the position is to implement service management governance and control across a broad range of supply chain applications maintained by multiple vendors, ensuring proactive application optimization, incident reduction, user satisfaction, and automation of recurring tasks.

Key Responsibilities
  • Manage an outsourced Application Maintenance Service ensuring excellent service level and driving continuous service improvement.
  • Develop and review the managed service strategy for all GSC applications and once approved implement, including where necessary selecting appropriate vendors through Campari standard practices.
  • Be the Campari IT point of contact for any topic in Application Maintenance in the respective area of responsibility.
  • Acquire a good knowledge of Campari processes and leverage this knowledge to drive quality and improvements in the AM services.
  • Build strong relationships with Campari 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.
  • Manage an external test factory service for all the applications in scope.
  • Ensure any new release of a SaaS Application is implemented on time and without any business disruption.
  • Define learning paths and ensure the delivery of the required training sessions to reduce user inquiries and increase business value in using the applications.
  • Maintain and manage with the outsourcer an application upgrade strategy and calendar.
  • 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 end-user satisfaction.
  • Be an active member of CAB.
  • Manage the introduction of new applications into the IT Service Delivery scope and ensure documentation is kept up to date.
  • Monitor and ensure a proper Knowledge Base 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.
  • Develop and lead business process improvement initiatives.
Requirements
  • 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.
  • At least 3 years' experience in application management role.
  • Experience in adopting the ITIL framework in an organization.
  • Experience on the model to support SaaS applications.
  • International working experience (having lived and worked abroad) is a plus.
  • Experience of working in a matrix organization.
  • Experience in leading an outsourced team including near-shored and offshored services.
  • Excellent understanding and experience of using an ITSM tool and its capabilities as a service management platform.
  • Well-developed interpersonal skills and ability to work collaboratively within a team and apply conflict management skills.
  • 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).
Preferred Skills and Traits
  • Excellence service management skills.
  • Experience in vendor management is preferred.
  • Superior service-oriented approach to application maintenance, passionate about service quality and attention to detail.
  • 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
  • SAP MM-QM-PM-PP modules.
  • SAP APO and SAP IBP.
  • SAP EWM.
  • Coupa, OpCenter, and legacy tools.
  • Drams.
  • Servicenow related to IT Service Management.
Additional Requirements
  • Availability to travel internationally for short periods.

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