Technical Analyst, IT Service Management

IT Country Manager

IT Manager- Application Management Services

Associate Director - Lead Sustainment, SAP Operations

Configuration Owner, Salesforce Marketing Cloud

Associate Director - Lead Sustainment, Commercial Operations

Retail IT Service Delivery Manager

Configuration Owner, Salesforce Integrated Capabilities

Associate Director - Lead Sustainment, infrastructure Operations & Service Management

Product Owner - Product Lifecycle Management (PLM)

Responsibilities: <ul><li>Understand the ITSM landscape and understand In-scope ITIL processes to be designed.</li><li>Provide ITIL best practice service management consulting at a strategic, design, and operational level.</li><li>Understand the specific Process requirements and gather the required inputs on people, practices and processes, Organization structure, ITIL Tools in-use, as-is process, details on current Vendors.</li><li>Prepare the process definition plans, identify the reviewers and process sign-off mechanism.</li><li>Author the Process documents and get them signed-off (include the required Process flows, diagrams) as per the agreed Template.</li><li>Collaborate with the Tools team (Internal / Vendor) as required to customize the ITSM Tools in-scope.</li><li>Review / Define KPIs/Metric to be used to measure the effectiveness of the Process and the calculation mechanism of each of the KPIs/Metrics</li><li>Design Reporting requirements and the Templates to be used for the same.</li><li>Provide large-scale training sessions to all the audiences.</li><li>Hand over the Processes to the Service Manager / Process Owners</li><li>Propose the Service Improvement plans (SIPs),</li><li>Good Understanding of ITSM modules in ServiceNow</li></ul> Requirements: <ul><li>Bachelor’s degree in information technology, Computer Science, or a related field.</li><li>6-8 years of hands-on experience in delivering similar role for global product based or IT services companies.</li><li>Process Knowledge: Incident Management, Problem Management, Change Management, Knowledge Management, Service Level Management</li><li>Tools: xMatters, ServiceNow.</li><li>Familiar with CPG Domain and Technology Landscape: SAP ECC/HANA, AEM, SalesForce, Anaplan, High Radius, Kantar, AWS Cloud technology</li><li>Certifications: ITIL and CIS-ITM</li><li>Proven track record of delivering similar capabilities.</li><li>Excellent problem-solving and analytical skills.</li><li>Strong communication and interpersonal abilities.</li><li>Ability to work collaboratively in cross-functional teams</li></ul>

Overview:exter <ul><li>Client is a major player in the global spirits industry, with a portfolio of over 50 premium and super premium brands, spreading across Global, Regional and Local priorities.&nbsp;</li><li>Headquartered in Milan, Italy, Client owns 18 plants worldwide and has its own distribution network in more than 20 countries.&nbsp;</li><li>The Group employs approximately 4,000 people.&nbsp;</li><li>Client operate directly in markets like China, Australia, and India and through partnerships in the likes of South Korea, Japan, Vietnam, Singapore, and Indonesia.&nbsp;</li><li>This Group has great ambitions in Asia, and India will play an instrumental role in expanding the Group’s business in this continent.</li></ul> Responsibilities: To formalize local IT services and ensure smooth daily operation, e.g.&nbsp;ensure smooth DSS onsite support, basic facility management( meeting room, server room equipment…etc.) by partnering RSM&nbsp;and GSD resources &amp; capabilities. Solution Delivery: <ul><li>To deliver S4 (global instance) based projects that enables local business strategies and demands, e.g.&nbsp;</li><li>core Finance functions (FICO), commercial capabilities (SDMM), logistic and supply chain capabilities&nbsp;</li><li>(APO/IBP)…etc.</li><li>To deliver other sales marketing, reporting &amp; data related projects in partner with regional and global IT counterparts</li></ul> Business Partner: <ul><li>To act as an ambassador among key stakeholders, i.e.&nbsp;</li><li>local stakeholders, local 3rd party service providers (3PL), and Regional/Global IT teams…etc.</li><li>Proactively engages key business stakeholders in the market to gather, prioritize business and functional needs.</li><li>Define and develop application roadmap for Japan market, with the support of regional IT team to fully align with Japan strategy business goals and objectives.&nbsp;</li><li>Ensure the maximization of the technology driven value realization to the business.&nbsp;</li><li>Driving change management processes, governing and monitoring the adoption rate of technology in full alignment with&nbsp;</li></ul> Global and Regional IT: <ul><li>Ensure the effective application of the Global IT governance process in the country.&nbsp;</li><li>Budget Contracts and Vendor Management</li><li>Prepare, monitor and manage the Local IT budget, including all local requirements approved at Global &amp; Regional Level and in full aligment with Global &amp; Regional IT roadmap.</li><li>Proactively provide budget updates and/or budget alternatives to meet ad hoc needs.&nbsp;</li><li>Maximize Local Budget effectiveness, while optimizing processes, day-to-day operations and resource allocations, in alignment with a wider Regional Budget Framework.&nbsp;</li><li>In alignment with Global &amp; Regional IT, define budget needed for area not covered by global agreements and then manage all local contracts.&nbsp;</li><li>Develop a strategy for the identification, selection and ongoing management of local IT suppliers &amp; partners in conjunction with the global panel of IT service providers.</li></ul> Project Management: <ul><li>Defines detailed project plan for local projects, liaise with members of regional IT team for regional/global project rollout planning &amp; execution.</li><li>Adopts and enforces group standard project management methodologies for local projects.</li><li>Manage project scope, change, stakeholders, ensure proper project delivery by local/regional/global partners, within agreed timing and budget constraints.</li><li>Updates the Steering Committee on progress and results, decisions to take, issues and proposed next steps&nbsp;</li><li>Manages and coordinates Local Vendor partners, in conjunction with Local &amp; Regional IT</li><li>Manages regular and relevant communication to all key Local and Regional business stakeholders and Global IT stakeholders.</li><li>Supports the Global Service Delivery organization to solve application and technology issues when required.</li></ul> Internal:&nbsp; <ul><li>Key Business Stakeholders (Country Finance, HR, Commercial, Brand Marketing and Trade/Customer Marketing Teams):</li><li>Proactively engages them to gather functional requirements and to provide supports and new ideas on business process design and enhancements</li><li>Updates them at market level about the IT portfolio of their business initiatives</li><li>Supports and drives the prioritization of the business needs in full respect of the Governance processes</li><li>Supports them in controlling and realising the value (ROI) from the implementation of global solutions</li><li>Supports the capabilities definition, identifying and being directly involved in training needs collection and training delivery initiatives</li><li>Regional IT (Business Partners, Regional Service Delivery Manager):o Ensures Regional IT Directors / Country IT Managers engagement and alignment on&nbsp;</li><li>global/regional project lifecycle</li><li>Liases with Regional IT Business Partners, sharing global guidelines and frameworks, process best practices and functional roadmap and ensures that local needs are evaluated to be included&nbsp;into the global template</li><li>Liaises with Regional Service Delivery Manager to ensure proper basic services delivered to Japan market, e.g.&nbsp;</li><li>Desk Side Support services, Teams, and othe One-IT services…etc.</li><li>Global IT (Center of Excellences Teams):</li><li>Global Service Delivery Team</li><li>For some cases, may need to liaise with Global Service Delivery team for One-IT related matters, e.g.&nbsp;</li><li>escalation of tickets, most of the cases should be addressed at regional&nbsp;level.</li><li>Enterprise Architecture &amp; Technologt Team</li><li>For Network, device, security, and other infrasstructure related technology related matters</li><li>Front Office Team</li><li>For SFA, CRM, Digital related matters</li><li>Back Office Team</li><li>SAP S4, Success Factor, Supply Chain, and all other backoffice solutions related matters</li><li>Data Analytics, and Data Science Team</li><li>For business intelligence, reporting, and advancd analytics related matters. External</li><li>External partners</li><li>3rd Party Logistics, Customer Services, Warehouse Management Parties…etc.</li><li>Local vendors (consultancy firms, IT system integrators) in terms of Local projects selection and roadmap Local tenders and innovation opportunities</li></ul> Requirements: <ul><li>5-8 years of experience in similar roles working in IT in consultancy or multinational organization (preferable FMCG industry)</li><li>Proven experience in working cross-functionally&nbsp;</li><li>Project management/coordination experience is a must</li><li>Ecommerce capabilities knowledge, best practices and experience is desirable.&nbsp;</li><li>Experience performing root cause analysis on internal and external data and processes</li><li>Bachelor’s degree in relevant disciplines (Business Administration, Management Engineering, Information Technology, Computer Science)</li><li>SAP background and knowledge of integration flows with other SAP ECC modules and systems is beneficial.</li><li>Relevant technologies qualifications a plus, ITIL, Agile methodology highly advantageous&nbsp;</li><li>Fluent English is a must</li><li>//Remark Sam: this part is to be determined because we couldn’t expect one talent to have all experiences</li><li>&nbsp;Knowledge of Sales and Trade/Customer &amp; Marketing processes and systems/tools is a must: Sales Force Automation, Customer Business Management, Trade Promotion and Optimization, Distributors management, Digital Asset management, Enterprise&nbsp;</li><li>Content management, Social Channel management, and Consumer Relationship management solutions (CRM). Media&nbsp;</li><li>Management knowledge is useful.</li><li>Excellent communication skills and interpersonal skills, “can do” attitude and ability to cooperate and build consensus</li><li>Thought leadership for IT sales and marketing as well as a strong business understanding, and communication is a critical success factor Proven change management attitude and ability to positively&nbsp;</li><li>influence the stakeholders&nbsp;</li><li>Strategic thinking (support to business decision making and long-term view)</li><li>Ability to interact clearly with business users with empathy to ensure that solutions deliver business value</li><li>Ability to formulate clear recommendations on issues</li><li>Willingness and ability to work with multifunctional teams both in country and across the world</li><li>Good presentation, verbal and written communication skills at multiple levels of business (strategic to operational) for efficient and timely communication</li><li>Proven track record of project delivery</li><li class="ql-align-justify">Ability to work in a fast-paced environment and in a matrix organization</li></ul>

About our client&#10;Join the quest to shape the future home at Electrolux, a leading global appliance company dedicated to improving living for consumers, people, and the planet. Be part of our dynamic, global community of individuals from over 100 countries and work together to develop innovative and sustainable solutions.&#10;&#10;Roles and Responsibilties&#10;As an IT Manager - Application Management Services &amp; Development, you will be responsible for supporting Electroluxs EluxOne SAP COE in KL, Malaysia. This leadership role involves managing day-to-day operational issues related to EluxOne systems, executing new demand for work orders and minor projects, and driving technical issue resolution in coordination with business SMEs and the AM&amp;D team. You will also work closely with global teams to coordinate system upgrades, regression testing, and other activities.To be successful in this role, you should have at least 14+ years of total SAP-ECC experience with specialization in any one or more SAP modules such as SD, MM, or FICO, with leadership experience in Application Management Services &amp; Development for a large organization with SAP as the core platform. You should also have strong experience in working with Service Now or equivalent tools and knowledge of incident, problem, and change management processes.Your responsibilities include adhering to Electrolux processes, maintaining customer satisfaction, identifying continuous improvement opportunities, facilitating root cause analysis and problem management, attending Change Advisory Board meetings, providing effective training and support, utilizing operational support systems, motivating and guiding the AMS team, and performing other duties as assigned.&#10;

Responsibilities: <ul><li>Develop and implement strategies for global sustainment of IT applications and services, ensuring that service levels and objectives are&nbsp;</li><li>met across all regions and business units&nbsp;</li><li>Manage the delivery of IT services to meet the agreed service level agreements (SLAs) and operational level agreements (OLAs)&nbsp;</li><li>Ensure adherence to ITIL processes and standards to achieve operational excellence&nbsp;</li><li>Collaborate with regional and global IT teams, as well as external vendors and service providers, to ensure effective delivery of IT services and support&nbsp;</li><li>for all applications and systems in scope&nbsp;</li><li>Continuously monitor and improve the quality of service delivered&nbsp;</li><li>Managing IT service delivery risks, ensuring that appropriate mitigation strategies are in place.&nbsp;</li><li>Managing IT service delivery budgets, ensuring that costs are controlled&nbsp;</li><li>and aligned with financial goals.&nbsp;</li></ul> Sustainment services:&nbsp; <ul><li>Manage and oversee the application support team responsible for providing round the clock (RTC) support for business-critical applications&nbsp;</li><li>Ensure timely resolution of incidents, problems, and service requests within agreed SLAs&nbsp;</li><li>Develop and maintain an in-depth understanding of relevant business processes and applications&nbsp;</li><li>Work closely with business stakeholders and application owners to ensure applications are meeting business requirements.&nbsp;</li><li>Identify opportunities for optimization and automation of sustainment processes and drive implementation of best practices across the&nbsp;</li><li>organization&nbsp;</li><li>Building a knowledge management culture, promoting a culture of knowledge sharing and collaboration, Monitoring and measuring knowledge management effectiveness on service delivery performance.&nbsp;</li></ul> People Management:&nbsp; <ul><li>Manage, motivate, and grow the sustainment team members&nbsp;</li><li>Conduct regular team meetings, coaching sessions, and performance evaluations&nbsp;</li><li>Identify training needs and develop training plans to enhance team members skills&nbsp;</li><li>Foster a culture of innovation, customer-centricity, and continuous improvement&nbsp;</li></ul> Stakeholder Management:&nbsp; <ul><li>Build and maintain strong relationships with business stakeholders, MSPs, and vendors&nbsp;</li><li>Communicate effectively with stakeholders to manage expectations and address issues&nbsp;</li><li>Represent the IT service delivery team in meetings with business stakeholders and leadership team&nbsp;</li><li>Collaborate with other IT teams to ensure alignment and consistency of IT services delivered to the business.&nbsp;</li></ul> Requirements: <ul><li>Bachelors degree in Computer Science, Information Systems, or related field.&nbsp;</li><li>Masters degree preferred.&nbsp;</li><li>Min 15+ years of experience in delivering similar application support projects for global customers, with expertise in technologies such as SAP&nbsp;</li><li>ECC, SAP S/4HANA, SAP EWM, SAP TPM, Kantar, High Radius, Kronos, RedPraire, BPC and Anaplan.&nbsp;</li><li>Strong background in the consumer goods industry, with deep understanding of relevant business processes and technologies.&nbsp;</li><li>Proven track record of managing complex application support projects, with a focus on meeting or exceeding SLAs and OLAs.&nbsp;</li><li>Experience with ITIL best practices, including incident, problem, and change management.&nbsp;</li><li>Experience managing and developing a team of skilled professionals, with a focus on engagement, productivity, continuous improvement, and&nbsp;</li><li>innovation.&nbsp;</li><li>Strong communication and collaboration skills, with the ability to work effectively with stakeholders, technical support teams, and vendors</li></ul>

Responsibilities: <ul><li>Owns the technical solution and related configuration within his/her area of responsibility</li><li>Accountable for technical designs and implementation prior to build or changes in production</li><li>Controls that all changes are recorded, and that change management process is followed</li><li>Defines together with Solution design owners the optimal configuration with maximal utilization of out-of-the-box functionality (vs -specific customization)</li><li>Gives guidance to external parties in implementing technical solutions (configuration and custom code)</li><li>Owns technical documentation related to solutions he/she is responsible for</li><li>Works closely with development and operation teams</li><li>Establishes configuration and development guidelines &amp; supports process development in areas he/she is responsible for</li><li>Supports in defining data model &amp; and controlling data integrity for the solutions he/she is responsible for&nbsp;</li><li>Supports AMS (Solution Lead) and Service/Change/Release Managers in problem management</li><li>Discovers / explores new off-the-shelf capabilities for platforms in their area of responsibility</li><li>Supports solutions license management&nbsp;</li></ul> Requirements: <ul><li>M.Sc. degree or equivalent</li><li>Minimum professional experience 12 years with minimum 8 years in Salesforce</li><li>Expertise and hands on experience in Salesforce Marketing Cloud and knowledge of Customer Data Platform(CDP)&nbsp;</li><li>Expertise in SSO, user authentication, etc.</li><li>Experience in&nbsp;Sales Cloud and Service Cloud will be an added advantage</li><li>Good knowledge of handling &amp; simplifying Salesforce data integration designs with backend systems like SAP, IoT etc.</li><li>Should possess Salesforce App Builder and Developer certification(s). Other Salesforce certification(s) are an added advantage</li><li>Demonstrated track record of clear achievements from previous positions held</li><li>Experience with ITIL processes</li><li>Experience in leadership and matrix organizations</li><li>Experience with supplier collaboration / collaboration with AMS partners</li><li>Experience in working in international environment with stakeholders distributed globally</li><li>Excellent stakeholders’ communication skills (both written and oral)</li><li>Excellent Change Management skills</li><li>Analysis and Problem solving</li><li>Excellent collaboration and communication skills in English</li></ul>

Responsibilities: <ul><li>Develop and implement strategies for global sustainment of IT applications and services, ensuring that service levels and objectives are met across all regions and business units&nbsp;</li><li>Manage the delivery of IT services to meet the agreed service level agreements (SLAs) and operational level agreements (OLAs)&nbsp;</li><li>Ensure adherence to ITIL processes and standards to achieve operational excellence&nbsp;</li><li>Collaborate with regional and global IT teams, as well as external vendors and service providers, to ensure effective delivery of IT services and support for all applications and systems in scope&nbsp;</li><li>Continuously monitor and improve the quality of service delivered&nbsp;</li><li>Managing IT service delivery risks, ensuring that appropriate mitigation strategies are in place.&nbsp;</li><li>Managing IT service delivery budgets, ensuring that costs are controlled and aligned with financial goals.&nbsp;</li><li>Manage and oversee the application support team responsible for providing round the clock (RTC) support for business-critical applications&nbsp;</li><li>Ensure timely resolution of incidents, problems, and service requests within agreed SLAs&nbsp;</li><li>Develop and maintain an in-depth understanding of relevant business processes and applications&nbsp;</li><li>Work closely with business stakeholders and application owners to ensure applications are meeting business requirements.&nbsp;</li><li>Identify opportunities for optimization and automation of sustainment processes and drive implementation of best practices across the organization&nbsp;</li><li>Building a knowledge management culture, promoting a culture of knowledge sharing and collaboration, Monitoring and measuring knowledge management effectiveness on service&nbsp;</li><li>Manage, motivate, and grow the sustainment team members&nbsp;</li><li>Conduct regular team meetings, coaching sessions, and performance evaluations&nbsp;</li><li>Identify training needs and develop training plans to enhance team members skills&nbsp;</li><li>Foster a culture of innovation, customer-centricity, and continuous improvement&nbsp;</li><li>Build and maintain strong relationships with business stakeholders, MSPs, and vendors&nbsp;</li><li>Communicate effectively with stakeholders to manage expectations and address issues&nbsp;</li><li>Represent the IT service delivery team in meetings with business stakeholders and leadership team&nbsp;</li><li>Collaborate with other IT teams to ensure alignment and consistency of IT services delivered to the business.&nbsp;</li></ul> Requirements: <ul><li>This role oversees a diverse team which supports business functions which cover our Commercial Operations, which includes Analytics Operations, Digital Marketing Operations, eCommerce (B2B,&nbsp;D2C), Research/Quality and related applications.</li><li>The role requires a bachelor’s degree in Computer Science, Information Systems, Digital Marketing, Analytics, or related fields.&nbsp;</li><li>Masters degree preferred.&nbsp;</li><li>Min 15+ years of experience in delivering similar application support projects for global customers, with expertise in development and support of business applications which leverage a variety of&nbsp;</li><li>Analytics, or digital platform technologies such as AWS Services (Glue, Lambda, etc), Redshift related technologies, Adobe, Google Analytics, Salesforce, and visualization tools such as Tableau&nbsp;or Power BI.&nbsp;</li><li>Strong background in the consumer goods industry, with deep understanding of relevant business processes and technologies.&nbsp;</li><li>Proven track record of managing complex application support projects, with a focus on meeting or exceeding SLAs and OLAs.&nbsp;</li><li>Experience with ITIL best practices, including incident, problem, and change management.&nbsp;</li><li>Experience managing and developing a team of skilled professionals, with a focus on engagement, productivity, continuous improvement, and innovation.&nbsp;</li><li>Strong communication and collaboration skills, with the ability to work effectively with stakeholders, technical support teams, and vendors</li></ul>

Responsibilities: <ul><li>Drive Retail IT operations program across NA &amp; SAPMENA in accord with Retail strategy under the supervision of NA &amp; SAPMENA Retail IT Operations manager, in collaboration with global, zone, and local teams.</li><li>Liaise with market retail IT and BPO to maintain and enhance the retail business operation</li><li>Visualize operation &amp; business KPIs with a strategic view to rationalize &amp; calibrate team’s priority on an on-going basis</li><li>Manage external vendor relations and contracts to sustain system operations</li><li>Manage integrations of retail solutions in the group system landscape, in collaboration with global, zone, and local teams</li><li>Orchestrate incident management, service request, demand process, and crisis management of Retail IT solutions</li><li>Support project planning &amp; execution by evaluating operational/functional impacts by enhancements and change requests</li><li>Manage enhancement solution delivery and apply/scale best practices to support the business growth in the region</li><li>Build solid business relationship with Retail team.&nbsp;</li><li>Bridge business and IT to support retail growth</li><li>Collaborate with various NA &amp; SAPMENA Zone IT teams to deliver business value on cross-domain activities</li></ul> Requirements: <ul><li>Academic Qualifications: Bachelor’s degree in IT</li><li>Work Experience: 8-10 years in operations management, system operation support and maintenance experience</li></ul> Other Requirements: <ul><li>Strong system operation support and maintenance experience</li><li>Fluent verbal and written communication skills in English</li><li>Strong analytical and technical mind to review requests and balance short and long-term approaches to address needs.</li><li>Strong vendor management skills to drive execution excellence</li><li>Strong project management skills in demand planning and follow through from initiation to project closure</li><li>Strong sense of responsibility to fully own retail IT operation</li><li>"Can-do” attitude to drive results</li><li>Collaboration at the heart of working style</li><li>Self-starter with high level of autonomy</li><li>Retail POS experience is an advantage.&nbsp;</li><li>Experience on clienteling and conversational commerce is a plus.</li><li>ITIL certification is an advantage.&nbsp;</li><li>ServiceNow experience is an asset.</li><li>Basic networking, EDBMS/SQL, REST API, PowerShell script etc</li></ul> Added Advantages:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <ul><li>Proven project management experience.&nbsp;</li><li>Scrum Master qualification is an asset.</li><li class="ql-align-justify">Knowledge of retail business processes is highly preferred. Cosmetic/Beauty industry is a plus.</li></ul>

Responsibilities: <ul><li>Owns the technical solution and related configuration within his/her area of responsibility</li><li>Accountable for technical designs and implementation prior to build or changes in production</li><li>Controls that all changes are recorded, and that change management process is followed</li><li>Defines together with Solution design owners the optimal configuration with maximal utilization of out-of-the-box functionality (vs -specific customization)</li><li>Gives guidance to external parties in implementing technical solutions (configuration and custom code)</li><li>Owns technical documentation related to solutions he/she is responsible for</li><li>Works closely with development and operation teams</li><li>Establishes configuration and development guidelines &amp; supports process development in areas he/she is responsible for</li><li>Supports in defining data model &amp; and controlling data integrity for the solutions he/she is responsible for</li><li>Supports AMS (Solution Lead) and Service/Change/Release Managers in problem management</li><li>Discovers / explores new off-the-shelf capabilities for platforms in their area of responsibility</li><li>Supports solutions license management</li></ul> Requirements : <ul><li>M.Sc. degree or equivalent</li><li>Minimum professional experience 12 years with minimum 8 years in Salesforce</li><li>Expertise and hands on experience in Salesforce Sales Cloud as well as Service Cloud and their implementation</li><li>Expertise in Salesforce integration using REST and knowledge of Salesforce APIs</li><li>Good knowledge of handling &amp; simplifying Salesforce data integration designs with backend systems like SAP, IoT, etc.</li><li>Knowledge of other Salesforce clouds (Marketing and Experience) will be an added advantage.</li><li>Ideally hands-on Java development experience</li><li>Should possess Salesforce App Builder and Developer certification(s). Other Salesforce certification(s) are an added advantage</li><li>Demonstrated track record of clear achievements from previous positions held</li><li>Experience with ITIL processes</li><li>Experience in Agile methodology and ways of working</li><li>Experience in leadership and matrix organizations</li><li>Experience with supplier collaboration / collaboration with AMS partners</li><li>Experience in working in international environment with stakeholders distributed globally</li><li>Excellent stakeholders’ communication skills (both written and oral)</li><li>Excellent Change Management skills</li><li>Analysis and Problem solving</li><li>Excellent collaboration and communication skills in English</li></ul>

Responsibilities: <ul><li>Develop and implement strategies for global sustainment of IT infrastructure and application services, ensuring that service levels and objectives are met across all regions and business units&nbsp;</li><li>Manage the delivery of IT services to meet the agreed service level agreements (SLAs) and operational level agreements (OLAs)&nbsp;</li><li>Ensure adherence to ITIL processes and standards to achieve operational excellence&nbsp;</li><li>Collaborate with regional and global IT teams, as well as external vendors and service providers, to ensure effective delivery of IT infrastructure services and support for all applications and&nbsp;</li><li>Systems in scope Continuously monitor and improve the quality of service delivered&nbsp;</li><li>Managing IT service delivery risks, ensuring that appropriate mitigation strategies are in place.&nbsp;</li><li>Managing IT service delivery budgets, ensuring that costs are controlled and aligned with financial goals.&nbsp;</li><li>Manage and oversee the infrastructure support team responsible for providing round the clock (RTC) support for business-critical infrastructure and applications&nbsp;</li><li>Ensure timely resolution of incidents, problems, and service requests within agreed SLAs&nbsp;</li><li>Develop and maintain an in-depth understanding of relevant business processes, associated applications and infrastructure.</li><li>Work closely with business stakeholders and application owners to ensure infrastructure environments are meeting business requirements.&nbsp;</li><li>Identify opportunities for optimization and automation of sustainment processes and drive implementation of best practices</li><li>Building a knowledge management culture, promoting a culture of knowledge sharing and collaboration, Monitoring and measuring knowledge management effectiveness on service&nbsp;</li><li>Delivery performance.&nbsp;</li><li>Lead a team of infrastructure professionals, providing guidance, mentorship, and support.</li><li>Manage, motivate, and grow the sustainment team members&nbsp;</li><li>Conduct regular team meetings, coaching sessions, and performance evaluations&nbsp;</li><li>Identify training needs and develop training plans to enhance team members skills&nbsp;</li><li>Foster a culture of innovation, customer-centricity, and continuous improvement&nbsp;</li><li>Build and maintain strong relationships with IT and Business stakeholders, MSPs, and product vendors.</li><li>Communicate effectively with stakeholders to manage expectations and address issues&nbsp;</li><li>Represent the Global IT Sustainment Services, India in meetings with business stakeholders and leadership team&nbsp;</li><li>Collaborate with other global IT teams to ensure alignment and consistency of IT services delivered to the business.&nbsp;</li></ul> Requirements: <ul><li>This role oversees a diverse team who deliver Infrastructure operations and IT Service management function, which includes managing the technology infrastructure, specifically&nbsp;</li><li>Focusing on areas such as Database (Oracle, MySQL, SQL, SAP HANA, Redshift), Wintel, Unix/Linux, Multi-Cloud (AWS/Google/Azure), Network (WAN, with expertise in routers), IT Service&nbsp;</li><li>Management (ITSM) tools, monitoring (Splunk, SolarWinds), and automation capabilities.&nbsp;</li><li>15+ years of experience in delivering similar infrastructure support projects for global customers, with expertise in Infrastructure technologies.&nbsp;</li><li>Possess an in-depth understanding and hands-on&nbsp;</li><li>Experience in the following areas:</li><li>Database: Proficient in managing and optimizing database systems, such as Oracle, SAP HANA , MySQL, Microsoft SQL Server, Postgres, Redshift or similar technologies.</li><li>Wintel: Expertise in Windows Server environments, including configuration, administration, and troubleshooting.</li><li>Unix: Strong knowledge of Unix/Linux systems, including shell scripting, system administration, and performance tuning.</li><li>Multi-Cloud: Extensive experience with cloud platforms such as AWS, Google Cloud, and Azure, including architecture, deployment, and management.</li><li>Network: Proficient in designing, implementing, and troubleshooting network infrastructure, including WAN technologies, protocols, and routers.</li><li>Patch Management: Experience with patch and vulnerability management and related tools like Qualys.</li><li>Extensive experience in managing desktop environments, including experience with desktop operating systems (Windows, macOS), hardware, and peripherals.&nbsp;</li><li>Familiarity with desktop management tools and technologies, such as Microsoft System Center Configuration Manager (SCCM) or similar solutions.</li><li>Implement and manage ITSM processes and tools such as ServiceNow to streamline incident management, change management, problem management, and service request fulfillment.</li><li>Implement and enhance monitoring capabilities using tools like Splunk, SolarWinds, Tivoli, or other relevant monitoring tools to ensure proactive monitoring and alerting of infrastructure and applications.</li><li>Familiarity with automation tools and scripting languages.</li><li>Proven track record of managing complex infrastructure support projects, ensuring successful delivery with a focus on meeting or exceeding SLAs and OLAs.&nbsp;</li><li>Experience in collaboration with stakeholders to develop and implement infrastructure strategies aligned with business objectives.&nbsp;</li><li>Evaluate emerging technologies and trends to drive continuous&nbsp;</li><li>Improvement and innovation in infrastructure operations.</li><li>Experience with ITIL best practices, including incident, problem, and change management.&nbsp;</li><li>Certifications in the relevant areas preferred.&nbsp;</li><li>Experience in managing and developing large teams of skilled infrastructure professionals, with a focus on engagement, productivity, continuous improvement, and innovation.&nbsp;</li><li>Strong communication and collaboration skills, with the ability to work effectively with stakeholders, technical support teams, and vendors.</li><li>The role requires a bachelor’s degree in computer science, Information Systems, or related fields. Masters degree preferred.&nbsp;</li><li>Strong background in the consumer goods industry, with deep understanding of relevant business processes and technologies.&nbsp;</li></ul>

Role Description: <ul><li>Understand business needs to validate, plan and develop PLM initiatives to streamline and improve the processes needed to develop our products.</li><li>You will own the digital and analytics roadmap for the function, developing the digital strategy alongside multi-functional colleagues, while taking an active role in the evaluation, approval and implementation process of new tools and applications.&nbsp;</li></ul> Responsibilities: <ul><li>Develop the emerging agenda for the department by creating and assessing business case value and impact potential, scoping out use case and implementation plans.</li><li>Own Product &amp; Lifecycle Management and support prototype development and implementation with Digital Strategy and IT teams.</li><li>Lead the deployment of PLM solutions by contributing expert product release experience, through pilot phases through to launch.</li><li>Take a lead role in change management and driving adoption of tools and processes, ensuring appropriate governance and performance metrics are in place to realise business value</li><li>Support the integration of related departments and external partners by utilising communication platforms and outstanding programs for key collaborators</li><li>Support validation of existing processes or feasibility of process adaptations by: ensuring that agreed targets are met with tangible or intangible benefit; providing meaningful recommendations on processes changes; Ensure awareness and alignment of the team to our clients Standards, Principles and Practices (CSV)</li></ul> Requirements: <ul><li>University degree (BSc, MSc) in Engineering, Computer Science, Mathematics, Automation, or related fields.</li><li>IT Service Management, ITIL certification is a plus.</li><li>At least 3 years’ proven experience in the domain or with use cases of Digital Systems, Data Science, Manufacturing Engineering, Robotic Process Automation or Industrial IoT solutions, preferably as a Product Owner role.</li><li>Knowledge of Computer System Validation (CSV) environment.</li><li>Demonstrable expertise in project management (Agile and/or Waterfall) additional certification is beneficial.</li><li>Solution &amp; data driven mindset, able to think critically while dealing with ambiguity and fast paced projects.</li><li>Proficiency in English both oral and written.</li></ul>

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15 itil Jobs found

Technical Analyst, IT Service Management

IT Country Manager

IT Manager- Application Management Services

Associate Director - Lead Sustainment, SAP Operations

Configuration Owner, Salesforce Marketing Cloud

Associate Director - Lead Sustainment, Commercial Operations

Retail IT Service Delivery Manager

Configuration Owner, Salesforce Integrated Capabilities

Associate Director - Lead Sustainment, infrastructure Operations & Service Management

Product Owner - Product Lifecycle Management (PLM)

WhiteCrow
WhiteCrow is on a mission to connect companies with the best talent across the globe.

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Jobtitle

15 itil Jobs found

Technical Analyst, IT Service Management

IT Country Manager

IT Manager- Application Management Services

Associate Director - Lead Sustainment, SAP Operations

Configuration Owner, Salesforce Marketing Cloud

Associate Director - Lead Sustainment, Commercial Operations

Retail IT Service Delivery Manager

Configuration Owner, Salesforce Integrated Capabilities

Associate Director - Lead Sustainment, infrastructure Operations & Service Management

Product Owner - Product Lifecycle Management (PLM)

WhiteCrow WhiteCrow is on a mission to connect companies with the best talent across the globe.

EMPLOYER

TALENT

COMPANY

Contact Us

JOBS BY SKILLS

JOBS BY FUNCTION

JOBS BY INDUSTRY

JOBS BY LOCATIONS

MODEL JOBS

JOBS BY CITY

WhiteCrow
WhiteCrow is on a mission to connect companies with the best talent across the globe.