Global Enterprise Applications Service Manager

3 settimane fa

Milano, Lombardia, Italia Amplifon A tempo pieno

About the Role

The Global Enterprise Applications Service Manager will be responsible for managing the Service Desk, dealing with internal/external customer enquiries and incidents for a global provider of products and services in the healthcare sector.

Key Responsibilities

  • Manage the Service Desk and 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 enhancement 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 enhancement requested in the process or in the system by a critical analysis of recurring issues.

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.

Requirements

  • 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.

About Amplifon

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.

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

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