The role involves managing service transition processes for IT operations, improving application transitions, and ensuring service delivery meets targets.
Job Purpose and Impact
The ERPF Service Introduction Lead will support the delivery of information technology service operations, which primarily consists of being responsible for the performance of internal and external service providers. In this role, you will apply general knowledge of information technology to build partnerships with the businesses as well as internal information technology platform teams. By understanding business requirements, you will continuously improve the effectiveness of end to end information technology services inclusive of applications, infrastructure and security components.
Key Accountabilities
- Provide guidance & support to ensure information technology service operations with internal and external service providers is delivered against targets and contractual obligations.
- Conduct 'End to End' Service Transition reviews with internal and supplier teams across all the integrated Service components (Application, Infrastructure, Quality & Process areas, Middleware etc)
- Develop and recommend improvements to standard and moderately complex application transition processes and procedures.
- Review, analyze and prioritize transition deliverables.
- Primary owner of the engagement with Suppliers providing Application Maintenance and Enhancement services
- Keep an open channel of communication with Project and AMS teams in addressing transition
- Independently solve moderately complex issues with minimal supervision, while escalating more complex issues to appropriate staff.
- Represent as Service Introduction Practice owner in SAP Deployment Methodology team.
- Guide, Mentor and Manage Service Introduction team of Managed Partner.
- Look for opportunities to improve and optimize existing Service Introduction processes and related documentation.
Qualifications
Minimum Qualifications
- Experience in Service Transition Management in a large and complex matrix setup.
- Bachelor's degree in a related field or equivalent experience
- Minimum of 8 years of related work experience
Other minimum qualifications may apply
- Experience in collaborating with regional and global teams to deliver solutions that meet business goals.
- Experience in using tools like Remedy, Power BI, Project Management tools for operations
- Ability to work independently with minimum supervision.
- Experience in Managing Vendor within Service Transition.
- Strong problem solving/decision making skills.
Top Skills
Power BI
Project Management Tools
Remedy
SAP
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