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Havi Tech Hub | Solution Support Manager | GBS Functions
Your new company:
HAVI, a global leader since 1974, employs over 10,000 people and serves customers in more than 100 countries. Specializing in the foodservice industry, HAVI provides innovative supply chain and logistics solutions, including analytics, planning, distribution, and freight management.
HAVI’s diverse teams collaborate seamlessly across locations and functions, embodying a spirit of integrity and creativity to serve their customers in the best way possible.
Your new role:
This person will lead a group of Solution Support Analysts and external service partners to provide 24x7 application support for a group of application and technology families that deliver business services end-to-end for digital ERP core: Procure to Pay (P2P), Order to Cash (OTC), Legal, Commercial Real Estate Management (CREM), Record to Report (RTR), Material Management (MM), CRM and Commercial globally.
He/she will need to work closely with the IT Infrastructure and Operations, Solution Owners/their teams, Process Owners and Users and leaders/teams from external service partners to develop, maintain and execute agreed end-to-end service delivery strategies including people, process and tools; SLAs/KPIs and continuous improvements.
The role will include day-to-day coordination of all Solutions Support activities for GBS functions (digital ERP Core) globally, whether completed by internal or external teams.
The role will also manage external and internal leadership-level communication per the agreed communication plan.
What you will need to succeed:
* Bachelor’s/Master's degree in Computer Science/Information Technology or related field
* 7+ years of experience in IT General Management (application operation and support and establishing/enforcing operational processes, policies, tools and metrics), of which 5+ years of management/supervisory experience
* 5+ years of driving service quality and cost efficiencies through service management of 3rd party services and project work
* Demonstrated experience in problem-solving, customer management, service level management (24X7), root-cause analysis and ability to collaborate and facilitate in cross-team issue resolution
* Good knowledge of Supply Chain Management and/or Logistics domain
* Some contract negotiation experience preferred
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Transportation, Logistics, Supply Chain and Storage
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