Manager/Assistant Manager, IT Service Delivery (2 years contract)
Full time
na CARLSBERG BREWERY MALAYSIA
no
Malaysia
Publicado em January 8, 2025
Detalhes do emprego
Manager/Assistant Manager, IT Service Delivery (2 years contract)
Responsible for managing, supporting, and improving the delivery of IT services related to enterprise applications such as SAP ECC & BW, Kinaxis RapidResponse, and other critical business systems. This includes ensuring operational excellence, driving user satisfaction, and aligning IT services with business needs. The individual will act as a key liaison between IT teams, business stakeholders, and vendors to ensure efficient service delivery and continuous improvement. Responsibilities: Service Delivery Management- Ensure end-to-end delivery of IT services for enterprise applications like SAP ECC & BW, Kinaxis RapidResponse, and other business-critical platforms.
- Monitor service-level agreements (SLAs) and key performance indicators (KPIs) to ensure timely and quality service delivery.
- Collaborate with business units to understand their requirements and align IT services accordingly.
- Manage incidents, service requests, and escalations.
- Oversee the day-to-day operation of SAP modules (e.g. FI/CO, MM, SD, PP), Kinaxis RapidResponse, SAP BW, DMS, and other enterprise systems.
- Coordinate with internal IT teams and external vendors to resolve technical issues and minimize downtime.
- Manage and perform application configuration, upgrades, patches, and enhancements to ensure business continuity and system stability.
- Conduct root cause analysis (RCA) for recurring issues and implement solutions to prevent future occurrences.
- Support the deployment of new enterprise application modules, features, and integrations.
- Work with project managers to ensure timely and cost-effective delivery of IT initiatives.
- Participate in planning, testing, and rollout activities for applications.
- Lead small to medium-scale projects related to system enhancements, migrations, or process improvements.
- Act as the primary point of contact for business stakeholders regarding enterprise application services.
- Facilitate communication between business teams, IT teams, and external vendors to ensure alignment.
- Provide regular updates, reports, and dashboards to stakeholders on system performance, issues, and improvement plans.
- Follow established change management protocols for introducing new features or updates to enterprise applications.
- Coordinate with cross-functional teams to plan and execute releases with minimal disruption to business operations.
- Ensure proper documentation of all changes and updates.
- Liaise with external vendors (e.g., SAP, Kinaxis, Accenture, etc.) to ensure the timely delivery of services and resolution of issues.
- Evaluate vendor performance and provide feedback for continuous improvement.
- Negotiate service contracts and agreements to optimize costs and service quality.
- Identify opportunities to optimize existing processes and systems to improve efficiency and performance.
- Stay updated on the latest trends, updates, and best practices related to SAP, Kinaxis, and enterprise applications.
- Drive automation initiatives to reduce manual tasks and improve operational efficiency.
- Ensure enterprise applications comply with relevant regulatory, security, and governance standards.
- Collaborate with IT security teams to address vulnerabilities and ensure data protection.
- Support audits by providing necessary documentation and system information.
- Provide guidance and mentorship to junior team members or peers.
- Organize and conduct training sessions for end-users and internal teams on application usage and best practices.
- Ensure knowledge transfer and documentation for all key processes and systems.
- Follow established access management procedure & policy for user access creation and update in enterprise applications.
- Collaborate with business owner on user access review and housekeeping.
- Bachelor’s Degree in Computer Science, Information Technology, or related field.
- More than 5 years experience in IT service delivery, with a focus on SAP, Kinaxis, or other enterprise applications.
- Certifications in SAP, Kinaxis, or ITIL are a plus.
- Strong functional knowledge of SAP modules (e.g., FI/CO, MM, SD, PP) and their integration points.
- Basic knowledge in SAP ABAP and user access management.
- Familiarity with Kinaxis RapidResponse, including configuration and operational support.
- Understanding of enterprise application architecture and integration with other systems.
- Experience with ITIL processes (Incident, Problem, Change Management).
- Knowledge of database systems, cloud platforms, and APIs for enterprise applications.
- Excellent problem-solving and analytical skills.
- Strong communication and stakeholder management abilities.
- Ability to work under pressure and manage multiple priorities.
- Team-oriented with leadership and mentoring capabilities.
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