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Keywords / Skills : Service Management, Service Manager, SAP Service Manager, Delivery Manager

7 - 17 years
Posted: 2019-08-06

Job Description
  • Day-to-day monitoring of key service metrics ensuring we deliver on time, quality systems everyday
  • o Ensure that the involved teams meet and exceed the Service Level Agreements set.
  • o Ensures all service requests are addressed by DFSC.
  • o Oversees the management and handling of P1 or Major Issues have a Site-wide impact. 
  • Drive Incident Management for teams managed to ensure that service is quickly restored, and utilize Problem Management for completing root cause analysis and deploying fully permanent solutions. 
  • Work effectively across the business, IT and DFSC Teams to ensure speedy resolution to service issues, and strong improvement plans in place 
  • Ensure effective service introduction takes place on new projects such that a clear service model is agreed within design phase of projects, and is properly budgeted 
  • Ensure that support teams document and keep operating procedures up-to-date. 
  • Oversee the implementation of technical enterprise system projects, migrations and roll-out. 
  • Reviews standards and operating procedure. 
  • Introduces improvement and enhancement of current operation and practices. 
  • Communicate and facilitate key design decisions with Business and IT stakeholders. 
  • Adhere to group standards and drive compliance across the group. 
  • Build strong relationships with the Country IT & Business and Group IT key stakeholders. Maintain an effective cadence of Service Portfolio reviews where KPIs are evaluated and other internal performance indicators such as resource utilization. 
  • Solid IT Landscape and Solution Architecture skills to understand the IT Ecosystem where the ERP system and other Group and Local Applications reside. 
  • Must have very strong verbal and written English communication skills and extremely flexible and adaptive analytical skills that can deep-dive to low level issues or maintain communications and presentation content (as an example) at a high level depending on the audience and the meeting context. 
  • Comfortable interacting and engaging with Senior Management, Directors, and C-Level counterparts in the Customer and Shared Service organizations.
  • Proficient in Microsoft Excel and other related software for Executive Reports and Charts like Microsoft Power BI. 
  • Proficient in any of the widely used ITSM Platforms such as Remedy or Remedyforce – from an IT Delivery lead perspective (Queue high level monitoring, Management dashboards). 
  • Basic, fundamental understanding of the following:
  • o Has knowledge on the different firmware used in the network devices across an enterprise wide retail operation. o Has knowledge on network firewalls and IPS/IDS.
  • o Ability to understand server, storage and backup design and architecture.
  • o Has knowledge on retail processes, services and the applications supporting it.
  • o Knowledgeable in computer concepts and functionalities.
  • o Understands OS, application resources and utilization.
  • o Understands computer concepts in windows.
  • o Understands computer concepts in UNIX/Linux.
  • o Knowledgeable on Windows and UNIX operating systems administration, services and patch management. o Understands LAN and WAN network operations using a diagram and relate to business process.
  • o Advance understanding on client-server architecture.
  • o Has knowledge on access control, authentication, password-less authentication, file and directory permissions and data encryption.
  • o Knowledgeable on different databases but not limited to active directory, exchange and relation to other components.
  • o Knowledgeable on how network facilities like UPS, static switch, data centers, and DR sites is operating.
Experience and Certifications: 
  • Should have at least 7-10 years of IT Delivery and Customer Management experience dealing with SAP or similar large scale ERP Systems.
  • o Ideally, experience is on SAP IS Retail. Otherwise, SAP Manufacturing is sufficient except for certain SAP-specific roles such as SAP FICO (Finance Controlling) or SAP BI (Business Intelligence).
  • o SAP Supply Chain or Technical Certification is a definite advantage. 
  • Ecommerce / Retail industry experience is a definite advantage 
  • Solid IT Landscape and Solution Architecture skills to understand the IT Ecosystem where the ERP system and other Group and Local Applications reside. Strong understanding of the related integrations and interlocks. 
  • Minimum of 3 years solid Project Management experience 
  • PMP Certified preferred. ITIL V3 certification preferred. 
  • Exposure on Stakeholder Management and Service Level Reporting to C-Level Executives.

About Company

"The Dairy Farm Company, Limited-ROHQ is an IT Shared Service Center with growing opportunities across a wide variety of exciting technologies in both Applications Services and Infrastructure Services. The service center plays a major role in support, development, implementation, innovation and continuous improvement of information technology services, initiatives and projects across the Dairy Farm Group.

At Dairy Farm you can experience frequent opportunities to travel across Asia, excellent career development, and an invigorating and supportive fast-paced work environment.

Join us and fast track your career!"
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