Our mission is to be a trusted workplace for team members to be their whole selves at work. A company that people love and positively impacts the lives of all whom we touch.

be your best self

At Interstate Batteries, you have the chance to be excellent at work and excellent at life. We know that professional success depends on personal wellbeing. That's why we want to enrich your life with the tools and services you need to succeed in every area of your life. Join us!

Purpose of Job:

The Manager, Application Support will be responsible for managing an outsourced Tier Two SAP AMS support team utilizing SAP S/4 HANA 2023. This role also has a high degree of coordination with the legacy system support teams due to the integrations between SAP and multiple edge systems. 

Job Components:

• Be the central point of contact between Interstate Batteries and the SAP AMS team.

• Lead monthly and quarterly governance meetings to drive continuous performance improvement with the SAP AMS team.

• Define, track, and measure the metrics and Key Performance Indicators used to measure SAP AMS team performance.

• Co-leads daily/weekly calls with onshore/offshore SAP AMS team to review status of incidents and requests.

• Implement a continuous improvement process with the SAP AMS team that results in improved performance.

• Facilitate Root Cause Analysis (RCA) – Investigate, document, and provide a preventative solution for SAP AMS team service failures.

• Monitor AMS performance against contractual SLA’s to ensure 95% SLA attainment of incidents.

• Develop a thorough understanding of systems and master data.

• Assist in application problem triage/resolution, which may require off-hours work.

• Provide leadership to the team by communicating vision, strategy, and objectives.

• Work on and coordinate special projects as requested.

• Provide support and back-up to the senior leadership.

• Educate AMS staff on corporate and department direction and goals.

Qualifications:

• College degree or equivalent experience.

• Minimum 5 years’ experience as a service delivery manager of an outsourced function.

• Minimum 5 years’ experience in an application support or related role.

• Minimum 3 years’ personnel management experience.

• SAP experience required.

• Demonstrated competency in strategic thinking and leadership.

• Strong abilities in relationship management among peers, team members, and within all levels of the organization.

• Work effectively in a team-oriented environment.

• Strong analytical and problem-solving skills with a continuous improvement mindset.

• Comfortable working in a high-visibility role with frequent interaction across multiple levels of leadership.

• Strong understanding of IT service management practices, including incident, change, and problem management.

• Excellent communication skills, with the ability to clearly convey technical topics to both technical and on-technical audiences.

Scope Data:

• Manage an AMS Team of 30+ individuals, working with the corresponding AMS Partner Delivery Manager.

• Carry out manager responsibilities in accordance with Interstate policies and applicable laws.

• Scope includes planning, assigning, and directing work; addressing escalations and resolving problems.

• Working with AMS Partners:

  • Offer on-demand expert assistance in various functional and technical areas of SAP systems, ensuring prompt and reliable support whenever needed.

  • Help businesses implement change requests, upgrades, and roll-outs to enhance the functionality and performance of the SAP System.

  • Handle incident management, ensuring timely resolution of issues, and change management, ensuring seamless implementation of changes to the application environment.

• Model Interstate’s Purpose and Values.

Work Environment:

• Hybrid work environment with a minimum 3 days in the office per week.

• Must live in the Dallas area

• This role has minimal travel, but must be able to travel when needed

• Ability to sustain posture in a seated position for prolonged periods of time.

• Regularly required to use hands to grasp or handle, talk and hear, stand and walk.

• Specific vision abilities include close vision, depth perception, and the ability to adjust focus.

• Ability to occasionally lift and/or move 20+ lbs.