IT Manager- Application Management Services APAC & MEA
Petaling Jaya, Malaysia
EluxOne is Electrolux Group’s
strategic ERP Solution leveraging SAP-ECC and connected applications such as
BW, APO, OTM, Open Text etc. which are currently in use in Electrolux
Business Units operating in the EMEA, Latin America, North America, and APAC regions.
The Group has ambitious plans to continue to drive the rollout of a large
portfolio of EluxOne solutions globally in the coming years.
This is an Application Management Services (AMS) Manager role to support the SAP COE in KL, Malaysia. In the interim, this candidate will also be responsible to manage AMS for legacy ERP systems till they are transitioned to SAP.
This candidate will be responsible to handle the day-to-day operational issues reported by the users related to EluxOne & Legacy systems, managing & executing new demand for work orders, minor projects etc., in alignment with EluxOne Program Team.
Key responsibilities include hands-on management of AMS delivery team (vendor driven), meeting SLA metrics and KPIs, and process management.
Working closely with the AMS Partner (and leveraging the EluxOne Program Team as necessary), the AMS Lead will be responsible for delivery of pragmatic solutions to our business stakeholders. Understand, manage, and balance demand from business vs. priorities in hand and resource availability etc.
Fully responsible for driving functional, including cross-functional as well as technical issue resolution in coordination business SMEs and the AMS team, escalating as necessary.
The Service Delivery Lead will also work closely with global teams and be responsible for coordinating system upgrades, regression testing and other activities as required.
Who You Are?
Work closely with the Vendor AMS team and ensure adherence to Electrolux processes, agreed metrics and KPIs.
Interact with business stakeholders regularly to build relationships and ensure high customer satisfaction
Work with IT BRMs and Business SMEs to identify Continuous improvement Project opportunities.
Work with AMS Team to review and provide recommendations to continuously improve core AMS processes.
Perform reviews of major incidents, major problems, and/or changes, as per assigned processes.
Ensure service failures are recorded and managed diligently in Service Now
Ensure that SAP services is restored at the earliest appropriate opportunity.
Escalate support issues to Global Basis, Compliance, AMS Teams, as the case may be
Ensure escalation procedures are well defined & activated as necessary.
Facilitate Root Cause Analysis (RCA) – Investigate, document, provide preventative solution, of service failures.
Proactively identify and develop strategies to avoid potential causes of service failure.
Maintain FAQs, Knowledge base problems & resolution details
Interface with Change Advisory Board, in accordance with existing Change processes.
Attend Change Advisory Board meetings to secure required approvals
Ensure Program team and AMS Consultants are aligned on change, schedule etc.
Service Management and Support
Provides troubleshooting, problem analysis, debugging, and resolution of assigned system issues.
Utilizes existing reports, or compiles data, to analyze helpdesk performance, identify trends and recommend solutions.
Develop prevention strategies based on tracking and trending analysis.
Provides AMS team with feedback and corrective action on SLA performance.
Provides effective training and support.
Performs other duties as assigned.
Utilizes operational support systems including Change Control, Problem Management, and other systems as required.
Ensures all service issues and requests are handled effectively within the team.
Facilitates the disbursement of new knowledge gained during troubleshooting and research throughout the AMS team.
Provides analysis of issues to Delivery Management including RCA, work arounds, and permanent solutions.
Identify areas for customer education and training activities.
Manages customer expectations, reviews resource feedback and coordinates AMS team activities as necessary
Assists in the development of quality assurance standards, procedures, documentation, and controls for AMS operation.
Motivates and guides team members to continuously improve performance deliverables, identifies training or skill set needs, and addresses with AMS team and management as applicable.
May assist with calls during peak times.
Qualifications & Preferred Experience
The role requires strong team leadership skills, advanced capabilities in SAP AMS and ITSM process management, exceptional written/verbal communication skills, advanced fluency in data-driven analysis to drive sound business decisions, and the ability to deliver quality service to our clients.
SAP Knowledge – Strong knowledge in Supply Chain areas which may include either one functional area as core skill set i.e., MM/WM/LE or Sales & Distribution. Must have the ability to work closely and collaborate with technical team to manage high quality developments. Some relevant experience in ABAP or PI/PO will be a significant advantage.
Business Acumen – Capable of institutionalizing efficiencies; can design efficient organizational practices, processes, and procedures; provides organization common systems for designing and measuring work processes. Can efficiently manage multiple team resources to meet strategic team goal.
Business Orientation – Capable of strong business partnering as it is critical to success. With guidance from IT Director, is empowered to work independently and making smart & efficient decisions.
Ethics - Is widely trusted; is seen as a direct, transparent individual. Keeps confidence; acknowledges improvement areas etc.
Agile Learner – Capable of recognizing differing learning styles of teammates, leveraging this information to promote learning for the team assigned.
Teamwork – Provide technical coaching/assistance to team members and peers as needed. Creates strong morale and spirit within his/her team and/or co-workers; empowers others when appropriate; shares wins and successes with team and/or coworkers when applicable; helps create a feeling of belonging on the team and with co-workers as needed; helps create a climate in which people want to do their best. Can successfully lead multiple efforts, while accomplishing work that enhances
Communication - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
Strategic Agility - Sees ahead clearly; tries to anticipate consequences and trends accurately; has broad knowledge and perspective. Is future oriented.
Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
Bachelor of Engineering/Bachelor of Technology (B.E/B.TECH)
Master of Business Administration / Post Graduation in Supply Chain track is preferred
12-14 years of techno-functional experience in SAP SCM with core expertise in MM or SD domain. At least 5 years of this total experience must be in managing a mid-size SAP AMS function, covering both Maintenance & Development
Strong experience in working with Service Now or equivalent tool
Strong experience in ITIL & Change Management Process
Strong experience in Stakeholder Management & Vendor Management
Must have experience in driving new enhancements and minor/moderate projects in SAP Landscape.
Must have experience to handle 10-15 people team with multi geo operation (on-site and offshore).
Fluent English is mandatory