Service Lead

Antwerpen  ‐ Onsite
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Keywords

Description

IT Lead Analyst Business Solutions Service Level and Release Management EMEA. ITIL Service Management Performance SAP application Support Pharma

Position Title: IT Service Lead EMEA

Description:

The IT Application Services Supply Chain EMEA organization of our client is seeking an IT Service Lead within their Service Level Management (SLM) and Release Management Team. SLM and Release Management is a vital area for the support of ERP applications. Typically these are large business critical enterprise applications utilizing multiple product technologies spanning multiple Operating Companies. This complex environment requires an in-depth and broad understanding of Service Level Management, release Management, infrastructure, business processes, coupled with skills to manage relationships with the AS Functional teams, BUIT and IT IS. Continual Service Improvement is a key dimension to assess and improve the quality of services delivered while increasing our clients competitive advantage in the marketplace.

The function has a focus on both the business and technical aspects of service management

Your Responsibilities:

*Ensure that Service Levels are met and services are delivered with high quality and in a cost efficient manner for SAP application support, according to Service Level Agreements and Statement of Work agreed with business

*Perform periodic review and updates of SLA agreements, Crisis management documentation, Platform Distribution Lists and other documents in line with SoX review cycles and other requirements for periodic review

*Do periodic Dashboards reporting on the Service Levels and performance of EMEA ERP platforms and organize and run operational review meetings with key stakeholders

*Perform release management activities for AS-managed EMEA ERP platforms for Pharma and Consumer. Manage and control the implementation of changes into multiple productive SAP clients. Ensure compliance to procedures

*Perform reviews and approvals in SoX compliant way of security access, firefighter logs and authorize other exceptional activities in SAP Production and Acceptance/development environment

*Represent AS in Critical Incident Management, Outage Management and Problem Management processes

*Partner with IT IS teams for the continuous service improvements, planned and AD-HOC maintenance activities, operational activities/escalations, post-outage reviews, critical incidents management, problem investigations, day to day operational planning of HLM activities

*Periodically review SAP Early Watch Reports and trigger corrective actions with functional or infrastructure support teams

*Lead application performance improvement initiatives, guiding functional teams on various technical aspects of application management

*Be a member of EMEA SAP Technical application owners group responsible for accuracy and completeness of configuration items for SAP applications and related infrastructure. Ensure the application attributes are updated in the CMDB according to the SACM SOP and established governance processes

*Be seen by AS teams and BUIT partners as a key resource for problem resolution; typically the first escalation point for issue management. Timely escalate in turn functional, technical and resource issues

*Co-manage transition to support phase of various projects

*Be a champion and primary point of contact for Incident and Change Management tool set. Manage a transition of existing tools to the new global standard

*Be responsible for Record Retention Management and act as Records Coordinator for Application Services teams on campus

*This function requires to be on a stand-by 24x7 for CRTs (critical incidents resolution)

*Flexibility in working hours is required, occasional over-time or weekend work

*Occasional project related travel may be required

Qualifications and experiences:

*A minimum of a B.A./B.S. degree in Information Technology, Computer Science, economics or technical field is required. An advanced degree is a plus.

*A minimum of 5 years of experience in IT is required with a solid background in service delivery and support (operational experience) is required.

*A minimum of 3 years of experience supporting critical business 24 x7 IT operations or similar experience is required.

*Professional certifications are plus, candidates with ITIL and Project management knowledge will be given preference.

*Broad infrastructure and application background/knowledge is required. Experience in developing metrics is preferred.

*Experience in leading and motivating people is an advantage.

Start date
ASAP
Duration
1 month + ext
(extension possible)
From
eCRM Euro Ltd
Published at
11.10.2013
Project ID:
611804
Contract type
Freelance
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