IT SAP Support Application Manager

hace 2 semanas

Madrid, España Radisson Hotel Group, Madrid Office A tiempo completo

Team Mission:



Our primary function is
to lead and transform RHG’s IT Global Service Management function to contribute
to the company’s 5-year plan strategy and beyond.  We provide an agile, professional, efficient,
and predictable Service Management function for the Radisson Hotel group with services
which meet and exceed the needs of our end customers.  The role is primarily focussed on SAP Finance,
Procurement and BPC Application support and transition of projects into live
service.  One of RHG’s key programs is to
modernise and standardise the IT landscape on to a standard SAP platform, EMMA
(Every Moment Matters).



Role purpose:



This role has a
strategic relevance and a significant impact supporting RHG’s business
operations and strategies.



The primary purposes of
the EMMA IT Manager role are:



1)    
To
support the ongoing EMMA programme rollout providing support and management
experience working closely with the “Hypercare Team” resulting in a smooth
transition to ongoing service support for the EMMA properties (Data Migration,
Legal Requirements Updates, EMMA Integration with satellite systems, etc.)



2)    
To
ensure that professional application operations and application management
services are delivered on an ongoing basis for RHG, primarily focussed on SAP
technologies



Services are architected
with the principles of simplicity, scalability, security, resilience, and
maintainability.  A key dimension of
role is the interaction with 3rd party suppliers to the benefit of
RHG and its SAP strategy, and active engagement in future sourcing decisions.

Roles/Responsibilities



 



Hypercare / Transition to Ongoing Service: Responsible for
ensuring “concierge level” support to the EMMA programme rollout, with the
ability to react quickly to dynamic situations and to rapidly address
incidents, problems, and changes with the right level of access and technical
expertise.


Service Operations and Delivery: Responsible for
delivering high quality ITILv3/4 compliant SAP operations and application
management services to the RHG community on a 24x7x365 basis in support of
the EMMA program rollout. Fluency with Change & Release Management,
Incident Management and Problem Management are key attributes to success.  Contribute
to best-in-class service as per defined KPI/SLAs.  Identify opportunities for
automation, highlight and remediate potential service risks, reduction of
MTTR and increase of MTBF.


Service Management: Ensure hotels are
aware of corresponding service
descriptions and service-level agreements (SLA) and that project rollouts are
supported so that they can meet these expectations.


Stakeholder Management: Review business requests for service enhancements and changes,
operate as a point of interaction / escalation for Requests for Information,
incidents and outages and root cause analysis


3rd
Party Management: Interact as needed with partners to ensure they
are delivering to expectation. Be the RHG advocate and ambassador for the SAP
space.


Innovation: Keep in
touch with enterprise architect and technology experts to discuss impact of
new technologies and architecture roadmap. Interact with vendors to identify
and evaluate new technology products for their services.


People Management: From stakeholders to external partners, we ensure that proper
relations are established across the board. When needed, ensure that direct and
indirect reports are developed to their full potential and lead the
recruiting process when required, so that we have the right profiles with the
right skillset working for the organization.


General: Ensure a high degree of collaboration and good team spirit is
achieved across all parties. Must be able to interact with confidence with Director,
Senior Director, VP levels.


 



Accountabilities



·      
Actively
supports the agenda of IT Service Management by leading initiatives that
drive successful execution of the RHG Strategy.


·       Maintains / enhances
the overall IT Service Management framework and ensures that processes,
principles and guidelines are in line with the business expectations in terms
of service levels and capabilities.


·       Acts as an ambassador
for all IT Service Management function with the rest of the IT community and
the business


·       Governs aspects of
project life cycle, for IT Service Management strategic projects.


·       Participate in the assessment
of solutions requirements through RFIs, RFPs processes, consistent with the
architecture framework, principles, and guidelines in collaboration with the
business stakeholders, procurement and legal


·       Provides expertise to
identify and translate business, sector or product requirements into
integrated end-to-end IT solutions.


·      
Promotes
and advocates standardization and global solutions.



Job requirements and qualifications:



Location:


·      
Madrid,
Spain


Language skills:


·       English (fluent)

·       French


Highly desirable experience


·       Background in SAP support and demonstrable history of successfully
delivering SAP application support services.


·      
ITIL v3 or v4 based service delivery processes and
the ability to deliver against them evidenced by previous experience


·      
International
work experience


·       SAP TMSforHOTELS and
or SAP Certificates (any module)


·      
Hospitality
experience


·       Business language/background


 


Travel needs


·      
Up
to 50%, primarily European but could be international on occasion


 


 


Soft skills:


·      
Excellent good interpersonal, verbal, and written
communication skills


·      
Passion for customer service, efficiency, effectiveness,
and quality


·      
Good team player, willingness to assist others and
share expertise


·      
Highly influential, leadership, communication,
efficiency, sociability


Education:


·      
University Degree in Computer Science, Information
Systems, Business Administration, or related field.


·      
A recognized ITIL certification at Foundation
level or above is highly desirable.


 



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