Global Enterprise Applications Service Manager

6 giorni fa

Milano, Lombardia, Italia Amplifon A tempo pieno

Who We Are

Amplifon is an Italian multinational company and the global leader in hearing care solutions and services. With over , professionals and a network of points of sale in 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" in Europe, the United States, and New Zealand by the Top Employers Institute.

Our Goal

We are 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 hybrid working policy, allowing employees to work days/month remotely.

Job Purpose

The primary purpose of the Enterprise Service Manager for Global Applications 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.
  • Monitor the request of Level to evaluate the possibility to enhance the "how to", defect, and resolution.
  • Monitor KPI and SLA defined in AMS contract with system integrator for L support.
  • Coordinate small enhancements raised during AMS managing prioritization and follow the delivery.
  • Monitor the integrations layer leveraging prebuilt dashboard.
  • Monitor and escalate with L support high and critical defects.
  • Coordinate with cross-functional teams for defect resolutions.
  • 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 enhancements 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 an escalation point for all incidents and requests in the region related to the Supply Chain area.
  • Support the process of determining the root cause of issues and communicate appropriately to internal and external customers.
  • Provide data and reporting of KPIs 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 for continuous improvement.

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