Global Enterprise Applications Service Manager

1 mese fa

Milano, Lombardia, Italia Amplifon A tempo pieno

Global Enterprise Applications Service Manager

Amplifon is a leading global company in hearing care solutions and services, with over 20,000 professionals and a network of 9,500 points of sale in 26 countries. We value our employees as the key to our success, offering growth opportunities in a multicultural and international environment.

We are looking for a skilled Global Enterprise Applications Service Manager to join our team. The primary purpose of this role is to manage the Service Desk, dealing with internal and external customer enquiries and incidents for a global provider of products and services in the healthcare sector.

Key Responsibilities:

  • Manage the Service Desk, handling customer enquiries and incidents for a global provider of products and services in the healthcare sector.
  • Monitor requests from Level 1 to evaluate the possibility of enhancing how-to, defect, and resolution.
  • Monitor KPIs and SLAs defined in the AMS contract with system integrators for L2 support.
  • Coordinate small enhancements raised during AMS, managing prioritization and following delivery.
  • Monitor the integrations layer using pre-built dashboards.
  • Monitor and escalate high and critical defects with L3 support.
  • 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.

Requirements:

  • High proficiency in 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.

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