Application Service Manager

Company Description

SGS is the world's leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 94,000 employees, SGS operates a network of over 2,600 offices and laboratories around the world.

Job Description

The Application Service Manager is part of the Global Information Technology team supporting the North America Market.  They will manage maintenance, development, deployment, and other services related to the IT Corporate applications used within SGS specifically the Oracle systems.  

• Manage the risks of the service by promoting action plans, training plans when necessary, and monitor the compliance of KPI's to ensure that the operational objectives are achieved.
• Manage the delivery of the service ensuring that service have enough capacity and performance to meet planned business needs.
• Proactively participate in the governance of the service by promoting excellence and continuous improvement in it, supervising compliance with the commitments, and escalating problems and issues where needed.
• Be responsible for the global communication of the service through the appropriate governance with our business senior stakeholders.

Service Delivery Management

• Review and assess impact of new business requests.
• Support the stakeholder in problem/escalation management.
• Ensures that service delivery meets agreed service levels.
• Negotiates service level requirements and agreed service levels with service owners.
• Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.
• Establishes and maintains operational methods, procedures and facilities and reviews them regularly for effectiveness and efficiency.
• Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.
• Managing the process to obtain formal confirmation that service acceptance criteria have been met.

Application Maintenance

• Validate incident categorization and priority.
• Support and approve preventive maintenance request fulfillment.
• Managing the life cycle of all problems that have occurred or could occur in delivering a service.
• Assessing risks associated with proposed changes and ensuring changes to products, services or systems are controlled and coordinated.

Application Development

• Approve impact assessment and estimation for packages upgrade.
• Business Relationship Management (UAT Cases definition, Elaborate and support deployment plans) for projects.
• Plans and leads scoping, requirements definition and priority setting for complex, strategic programs.
• Provide information for requirements analysis and enhancement design.
• Authorize deployments.
• For Major enhancements accept application / deliverable.
• Support preventive maintenance request fulfillment.
• Build forecast demand in alignment with business stakeholders
   

Qualifications

Education and Experience

• Bachelor's degree in computer science or MIS (Required)
• Master's degree in computer science or MIS (Preferred)
• 5+ years relevant IT or computer science experience (Required)
• Knowledge in Oracle E- Business Suite (Required)

Licenses and Certifications

• IT Service Management (ITIL 4) (Preferred)

Knowledge, Skills and Abilities

• Customer facing management experience is required.
• Fluent in English
• Relevant experience managing requirements through the entire delivery and operational life cycle.
• Getting commitment to action through consideration of impacts. Combining formal and informal communication channels to achieve the desired result.
• Excellent verbal and written communication skills.
• Excellent customer service and good negotiating skills.
• Broad multi-technology knowledge.
• Understanding and ability to demonstrate the main principles of Service Management.
• Ability to influence internally & externally.
• Customer centric mindset.
• Collaborates Effectively.
• Analytical and problem-solving skills.
• Travel not expected to be frequent but could be required.

Physical Demands of the Job

• Stand: None
• Move or traverse: Occasionally
• Sit: Frequently
• Use hands: Frequently
• Reach with hands and arms: Frequently
• Climb or balance: None
• Stoop, kneel, crouch or crawl: None
• Talk/hear: Frequently
• Taste/Smell: None
• Lift/carry/push or pull: Occasionally 20 lbs