Description:
AMS UK is responsible for a stable and cost-effective operation of a certain subset of our portfolio of AMS business applications (SAP, .NET and other). This includes ongoing operations, application support, Incident-, Problem- , Configuration- and Change Management (e. g. patches) and (limited) product enhancements. As member of our global AMS team of Service Managers and Application Support Specialists you also work very closely with our external service provider in an offshore sourcing model which is standardized with regards to processes, roles, etc. In addition supporting tools, agile development methodology (MR Essentials 2.0) and ITIL methodology (MRSNOW) are used.
Responsibilities
- Supporting smooth application operation and development of small enhancements for multiple applications
- Taking over internal product responsibility for IT products or product groups
- Planning, controlling and monitoring of external providers with regards to capacity, performance and result quality for applications or application groups in the area of responsibility
- Escalation management regarding tickets or general issues, set up alignment calls with customers
- Being responsible for or participation in the planning, managing and reporting of all global cost elements of the service budgets as well as verification of monthly invoicing
- Advising business departments or IT colleagues on service offerings
- Collaborating in transition projects and in the further development of the service in general
- Knowledge Management: creating and maintaining procedures for existing processes and documentation
- Ensuring compliance based on internal and external regulations
Essential Requirements
- Strong planning, coordination and organizational skills to ensure smooth AMS processes and as well to assist the Service Manager or the customer directly
- Overall knowledge of the Software Development
- Cloud infrastructure experience as well as quality and result orientation
- Experience in managing external service providers ideally in an offshore model
- Ability to think in a global meta-organizational and well-networked
- Curious, creative and open mindset as well as being innovative.