Service Delivery Manager for Application Management

Service Delivery Manager for Application Management
ASSA ABLOY AB's Department Global IT Shared Service Center is now searching for a Service Delivery Manager (SDM) for Application Management.

The Service Delivery Manager (SDM) is a position within Global Shared Service Center (GSSC) and reports to the AMS Manager.

Application Management holds the overall responsibility of operations for cross-divisional applications. The key stakeholders are Group supply management, divisional supply management and divisional IT management. The SDM will have direct interaction with the process leaders and key-users of these functions.

About Group Supply Management Applications BISM and ISMS

BISM is the shortening for Business Intelligence Supply Management and holds information related to direct material such as spend and audit data.

ISMS is the shortening for Indirect Spend Management System and holds information related to indirect spend.

Both systems are deployed globally with users in more than 40 countries, currently BISM has around 360 users and ISMS around 200.

Role description

• The service delivery manager leads the operational processes in relation to application maintenance and support.
• GSSC has outsourced most of its application operations and the role is expected to handle the relation and interaction with IT suppliers on an operational level.
• Furthermore this role is expected to handle dependencies with underlying infrastructure services.

Tasks

• Lead the setup of a first line support function and act as first line support until this function is established
• Monitor and lead the resolution of IT support issues for individual customers, larger sites or business units
• Develop Application Support Service Catalogue
• Enforce corporate IT standards (frameworks and processes) to maintain the integrity of services provided
• Engage in continuous improvement programs in response to support service metrics, customer feedback and process efficiencies
• Share knowledge and experience with other IT support analysts
• Support knowledge transfer activities in new implementations with defined transition plans
• Act as voice of the customer to represent customer needs for AMS services
• Recommend process and technology improvements to more senior user support analysts that streamline operations and improve customer satisfaction

Core responsibilities

• Coordinate the operation of application support services through implemented governance model
• Build and maintains strong relationships with appropriate customer base and stakeholders
• Build and maintains strong relationships with internal and external IT partners
• Escalate customer requests as appropriate; tracks customer requests and communicate back to customer

General requirements

• 3-5 years of experience of related areas, e.g. Business Intelligence Systems
• General application support experience
• Strong communication skills
• Strong IT service management skills (ITIL experience)
• Strong customer service skills
• Supplier management
• Highly organized
• Pro-active/Self-motivated
• Experience from working in a global organization
• Fluent English and preferably also Swedish

Our offer

We offer you the ability to be a part of the transformation that are ongoing in ASSA ABLOY.

You will be given the chance to influence the organization regarding IT- Service Management. You will have the chance to work internationally in an large profitable and stabile organization.

About ASSA ABLOY

ASSA ABLOY is the global leader in door opening solutions, dedicated to satisfying end-user needs for security, safety and convenience.

Since its formation in 1994, ASSA ABLOY has grown from a regional company into an international group with around 44,000 employees and sales of nearly SEK 57 billion. As the world’s leading lock group, ASSA ABLOY offers a more complete range of door opening solutions than any other company on the market. In the fast-growing electromechanical security segment, the Group has a leading position in areas such as access control, identification technology, entrance automation and hotel security.

Contact and application

In this recruitment we cooperate with Dfind IT. If you have questions about this recruitment please contact recruitment consultant Pia Tegnér, [email protected] [ mailto:[email protected] ] or by phone: 0733-57 36 07. Apply for this job at http://www.dfind.se [ http://www.dfind.se/ ]. We review applications continuously.

Location: Landskrona

Employer: Assa Abloy

Keywords: Business Intelligence, BI, Qlickview, Application Management, Service Management, Supply Chain, Business Intelligence Supply Management, Indirect Spend Management System, SQL, databas, Excel, ITIL