SAP Basis - FMCG

- Ensures Global & Regional IT Service Catalog for all Services in his/her portfolio is accurate and consistently maintained

- Ensures that the other SDM team members understand what is required to consistently maintain the Service Catalog for their AAR Services

- Liaises regularly with Service Lines and Stakeholders to review and improve performance against SLA for IT Services

- Reviews SLAs, produces new SLAs and extensions to existing SLAs. Negotiates changes and improvements to SLAs with the agreement of both the Service Lines and the Client

- Regularly reviews Operational Level Agreements (OLAs - internal), and/or underpinning agreements (external) to ensure that they are in line with SLA targets.

- Liaises regularly with service providers and customers to review and improve performance against SLA.

- Drives problem management & investigations into Service issues with IT Services. Ensure that the Service lines are held to account for the completion of problem investigations into Service issues at a component level.

- Identifies available options for workaround or permanent resolution

- Monitors levels of service performance and provides accurate and timely Service updates to Clients and Service Lines. Monitors the effectiveness of all service level management tools and processes in use

- Negotiates with Clients, Service Lines, Vendors & our Partners in respect of emergencies, withdrawal of services, routine and unscheduled maintenance and introduction of major amendments to the delivery of Services

- Works with Customers to establish qualitative assessment of the service provision, from the customers- perspective, and initiates actions for improvement, where appropriate.

- Reviews service level agreements, investigates all appropriate means to improve service levels, and recommends new or revised policies or procedures.

- Implements specific proposals, balancing overall usage requirements with current and planned services, and prepares investment proposals to meet changes in demand.

- Initiates and implements procedures for resolution of conflict or contention for service, setting clear priorities such that both foreseeable incidents and unforeseen conflicts are resolved in a professional and responsible manner.

- Takes full responsibility for the level of customer satisfaction, at regular intervals or after each significant delivery of product or service.

- Responds to customers queries and complaints. Ensures that corrective action is taken by own organisation and by the customer organisation.

- Facilitates customers involvement in the continuous improvement of the products and services supplied to them.

- Acts as the first point of escalation for any issues or problems raised by the business/ process office supplier, or users. Resolves or escalates problems, and suggests arbitration in situations of conflict.

- Leads regular service review meetings with business/ process office & Suppliers and meets customer representatives regularly to monitor progress against issues and to ensure that an agreed level of service is maintained.

- Establishes and drives Communities of Practice with Service owners in different geographies in order to leverage operational experience and deliver benchmark levels of Service availability

- Drives Service Improvement Programmes (SIPS) for Services and establishes that standard for the management of SIPS

- Ensures that IT Service Continuity plans are in place, and regularly rehearsed for all Services under his/her responsibility

Key Skills :

- A strong and self confident leadership and influencing style, being able to make an immediate impact with Clients & Service Lines

- Strong leadership and communication skills

- Proven process competencies & knowledge

- Ability to inspire confidence in delivery, a strong service focus (project and operations).

- Excellent understanding of Service Delivery and setting of service levels

- Flexibility to adjust to changing business requirements

- Strong business awareness, understanding the broader context in which IT delivery has an impact on overall business performance.

- Strong networking and influencing skills (Organisational Relationship Building)

- Ability to work effectively under pressure