【北京】世界500强外企聘-AM service manager（要做应用系统的）
JD - AM service managerPURPOSE OF JOB:
Describe the overall nature and purpose of the job as it exists today.
Business&Consumer IT Solutions (B&CIS) is a global organization with responsibility for strategic planning, development and maintenance of all IT systems in the area of business management (e.g. SAP suite) and consumer management. B&CIS is a part of Corporate IT function.
AM Service Manager is working within B&CIS function. The role includes management of services provided by external or internal service providers. Because all AM service is outsourced to either external vendors or internal partners, it will the main focus to ensure the service delivered by the vendors/partners meets the agreed service levels and is continuously developed and improved.
As B&CIS is rapidly changing its scope due to the nature of systems and services development it is also expected by the AM Service Manager to possess a flexible mindset and to maintain relationship with all functions within Corp IT such as Network and Security, Data Center Operations and Business Relationship Management.Furthermore, the role also includes monitoring a set of processes for negotiating, defining, measuring, managing and improving the quality of AM service in a cost efficient way. The AM Service Manager acts as the gatekeeper and stakeholder for development deliveries into production as well as being the single point of contact for business stakeholders on application related issues.
TOP FIVE RESPONSIBILITIES:
% of Time Spent List the five major responsibilities (over 10% of the incumbent’s time).If this is a re-evaluation, provide key changes to the job.
1. 20% Create and follow up Key Performance Indicators and Service Level Agreements (SLA) towards AM vendors. Ensure operation is in line with SLA and cost efficient, and if not, propose changes in line with Corp IT directives and financial targets. Maintain Service Level Agreement related documents.
2. 20% Validate and analyze AM status reports, identify and act on trends and deviations. Maintain and manage the agreed Service Catalogue for responsible application area.
3. 20% Evaluate consequences of new or changed functionality at suggested by application development from AM and run perspective. Accountable for AM handover from Projects and act as gatekeeper when development projects delivers to AM and daily operations.
4. 20% Point of escalation for business and IT for AM related issues, Point of escalation for AM vendors, Handle both functional and hierarchical escalations when necessary.
5. 10% Maintain stakeholder list for all communication around critical incidents (P1/P2) and planned changes.
Other 10% Ensure and communicate SLA Fulfillment internally and towards business stakeholders.
Interact with Solution Architects with respect to technical matters and to ensure application performance in line with business objectives.
Interact with other IT infrastructure staff and managers when necessary.
Act as Process Manager for relevant AM processes
FUNCTIONAL COMPETENCIES:
List the Functional Competencies required for performing this job and link to PM Tool.
1. o University degree in related fields as communication, engineering, IT or finance.
o Good general IT knowledge (servers, network, database and security)
o Experience in ITIL – especially Incident, Problem and Change
2. o Experience of follow up of service delivery, Proven experience of playing the key role in the service delivery for IT solutions in a multi-cultural/national environment
o Some financial understanding
3. o Strong collaboration and coordination skills are required. Ability to drive tasks and activities independently, as well as lead and coordinate group activities and tasks
Other o IT Security awareness
o Fluent in English, both verbal and written
o Experience of negotiating and cooperating with external vendors.
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