Our client is a global brewer, taking leading Nr. 1 or 2 positions in over 20 key beer markets and employing approximately 88,000 employees in over 32 countries across five continents. For their office in Budapest we are currently looking for an Application Performance Manager - APO.
Service level management:
-Cover all activities needed to determine and guard the level of service (SLA) agreed with the Business Process Lead. Activities includes metrics definition, reporting consolidation and follow up for actions
-Cooperate with the Business Process Leads to determine the points in time at which the services have to be delivered
-Change Management Process: validate impact of changes in the SLAs and be responsible for global alignment and implementation on WE zone and Country level
Application Service Delivery:
-Regulate and ensure the completion of requests and incidents by Application Support provider(s)
-Guarantee overall Service Delivery Performance from
Application Support provider(s) according to the agreed SLAs
-Follow-up Application documentation status
-Follow-up Expert User and End User Training Status
-Review operational information to define methods for enhancing performance
Financial Performance Management:
-Monitor, report status and benchmark of Application and Zone Consumption Factors in a monthly basis (# of incidents, # of change requests, etc) and predict possible increases or scope changes for budgeting purposes.
-Monitor and report status and benchmark of Application and Zone Cost Factors in a monthly basis ($ per call, $ per user, etc)
Change Management process:
-Supervise the proper execution of all organizational and technical activities prior to a change implementation as prioritizing, sizing, impact analysis and deployment planning (team synchronization; incl. other outsourcing partners)
-University degree level or equal by experience, combining Information Technology and deep Business Knowledge.
-Business and IS experience
-Language: Fluent English. Russian, Dutch or French are a plus
-Experience in Service Management with off-shore outsourcing partners
-Strong intercultural, social & communication skills
-Strong negotiating & influencing skills (often dealing with fluid/complex organizational situations)
-Strong persuasion skills
-Process oriented mind set
-ITIL Service Management International Standard
-Basic knowledge of SAP APO and Supply Planning business processes
-Understanding of SAP modules and technology
-Having a good understanding of IS and IS/