Global IT Application Maintenance Service Leader

**General Description of the Role**

The Global IT Application Maintenance Service Lead is a key role in the Global IT team reporting to the Global IT Application Maintenance Manager, who in turn reports to the Global IT Service Delivery Director, and located in the Group Corporate headquarter.

The objective of the role is to ensure the delivery of the services in this area managing an external outsourcing provider.

There are four Global IT Application Maintenance Service Lead that are partnering with the Centre of Expertise of the different functional areas (Finance, Sales, Marketing, Supply Chain, BI & Analytics and Technical Architecture). Each Service lead is assigned to specific functional area but the cross functional knowledge is a key element of the role.

**Mission/Objectives**

Partnering with external outsourcing providers the role is accountable for the delivery of excellence services to the organization, reporting service level and ensure a continuous service improvement.

**Key Responsibilities and Activities**
- Be the Group IT point of contact for any topic in Application Maintenance in the respective area of responsibility
- Acquire a good knowledge of Group processes and leverage this knowledge to drive quality and improvements in the AM services
- Build strong relationship with Group 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
- Ensure any new release of a SaaS Applications is implemented on time and without any business disruption
- 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.
- Monitor and ensure a proper Knowledge Based 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
- Develops and lead business process improvement initiatives

**Key Relationships**

Internal: Global Service Delivery Director; Global IT Application Maintenance Services Manager; Other Application Maintenance Service Lead; COE team; Regional IT Service Managers; Business Process Owners and Key Users

External: external technology providers

**Experience & Education**
- 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.
- Experience in adopting the ITIL framework in an organization
- International working experience (having lived and worked abroad) is a plus
- Experience of working in a matrix organization
- Experience in leading an outsouced team including near-shored and offshored services
- Excellent understanding and experience of using an ITSM tool and its capabilities as a service management platform.
- 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)

**Required Skills & Traits**
- Excellence service management skills
- Experience in vendor management is preferred
- 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
- Servicenow related to IT Service Management

**Additional Requirements**

Availability to travel internationally for short periods