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Senior Service Manager (AFS) 1

Purpose & Overall Relevance for the Organisation:

 

Application Operations

 

The senior operations manager is responsible for the day-to-day operations for the respective service, including continuous improvements and service optimizations. He/She manages external service providers as well as direct reports and is the single point of contact for the business service manager in IT and for key business stakeholders.

 

Key Responsibilities:

 

Day-to-day operations

Manage the day to day operations

• Define and continuously improve monitoring strategy in accordance to industry best practices

• Ensure that the agreed OLAs / SLAs are met

• Identify and implement system optimizations with focus on stability and performance

 

Service management

Manage external support partners and 3rd party vendors

• Manage escalations and communication during service interruptions

• Act as the single point of contact for business and IT teams related for the respective service

• Coordinate and execute all tasks related to release management including risk management for the respective service in alignment with business IT

• Regular service reviews with support partners/vendors and reporting to business IT in alignment with operations engineers

 

People Management

Form and lead as line manager a team of (assistant) operation managers

• Manage, coach, develop and train the individual team members, input into performance reviews, provide feedback and allocate work considering complexity and experience level

 

Project support

Support and guide projects to enable successful delivery of projects

• Defines hand-over criteria of projects into regular service operations

 

Technical Strategy & Planning

 

Continuity Management

  • Provides input to the service continuity planning process and implements resulting plans.

 

Business Change Management

 

Business Analysis

  • Investigates operational requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes.
  • Assists in the analysis of stakeholder objectives, and the underlying issues arising from investigations into business requirements and problems, and identifies options for consideration.
  • Works iteratively with stakeholders, to identify potential benefits and available options for consideration, and in defining acceptance tests.

 

Service Design, Transition & Operations

 

Availability Management

  • Contributes to the availability management process and its operation and performs defined availability management tasks.
  • Analyses service and component availability, reliability, maintainability and serviceability.
  • Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.
  • Implements arrangements for disaster recovery and documents recovery procedures.
  • Conducts testing of recovery procedures.

Service Level Management

  • Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
  • Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
  • Enables proper application / platform or infrastructure improvements within service offering
  • Provides input for financial management within service offering (cost control, negotiations, purchasing)

 

Service Acceptance

  • Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard.
  • Feeds into change management processes.

 

Change Management

  • Assesses, analyses, develops, documents and implements changes based on requests for change.

 

Release and Deployment

  • Assesses and analyses release components.
  • Provides input to scheduling. Carries out the builds and tests in coordination with testers and component specialists maintaining and administering the tools and methods – manual or automatic - and ensuring, where possible, information exchange with configuration management.
  • Ensures release processes and procedures are maintained.

 

Capacity Management

  • Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.
  • Applies techniques to control the demand upon a particular resource or service.

 

Problem Management

  • Initiates and monitors actions to investigate and resolve problems in systems, processes and services.
  • Determines problem fixes/remedies.
  • Assists with the implementation of agreed remedies and preventative measures.

 

Incident Management

  • Prioritizes and diagnoses incidents according to agreed procedures.
  • Investigates causes of incidents and seeks resolution.
  • Escalates unresolved incidents
  • Facilitates recovery, following resolution of incidents.
  • Documents and closes resolved incidents according to agree

 

Stakeholder & People Management

 

Relationship Management

  • Implements stakeholder engagement/ communications plans, including, for example; handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information.
  • Uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.
  • Helps develop and enhance customer and stakeholder relationships.

 

 

Key Relationships:

 

  • Business Stakeholder / User
  • IT Project / Product Managers
  • Business Consultant / Analysts
  • Domain- and Solution Architects
  • IT Infrastructure
  • IT Security

 

 

Knowledge, Skills and Abilities:

 

  • English language (fluent)
  • Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflecting on the result, such that learning is identified and absorbed
  • Understanding the needs of the internal or external stakeholders and keeping them in mind when taking actions or making decisions
  • Applying quality standards to all tasks undertaken and ensuring that nothing is overlooked.
  • Understanding the needs, objectives and constraints of those in other disciplines and functions.
  • Working co-operatively (rather than competitively) with others to achieve a common goal.
  • Strong knowledge and experience in SAP especially in the modules FI/CO
  • Sound understanding of tools in FI/CO for reporting and month end closing in SAP and outside of SAP
  • Preferable experience in large global enterprises

 

 

Requisite Education and Experience / Minimum Qualifications:

 

  • Four-year college or university degree with focus on IT, or equivalent combination of education and experience
  • A minimum of 8 years of progressive work experience, at least 3 in an IT / Service Management role.

 

TA15

Location:  Dalian
Country:  China (Peoples Republic of)
Team:  Information Technology
Brand:  adidas
Position Type:  Full time
Number:  188714
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