Executive recruitment company Monroe Consulting Group's Consumer Goods Division is partnered with a leading Multinational FMCG company. They are currently seeking an exceptional Application Management Services Manager. The AMS Manager's role entails overseeing the delivery of specific IT services within a defined subset of the overall IT service catalog and ensuring that these services are provided in accordance with formal agreements established between the Business, IT department, and external suppliers.
The AMS Manager's primary duty is to manage the relationship between the IT department and internal customers, vendors, solution delivery teams, and BPT Stakeholders. This involves ensuring the successful delivery of agreed-upon services.
This job is based in Jakarta, and offering a hybrid working arrangement.
Key Responsibilities:
- Supervise the service transition process, moving from Solution Delivery to Services Delivery, which includes preparing the necessary support elements for new services (such as resources, competencies, awareness, knowledge, and documented information).
- Collaborate with the Solution Delivery team to verify that the products developed meet the service acceptance criteria and adhere to the required standards.
- Contribute to change management processes.
- Execute specific tasks to monitor service delivery against service level agreements and maintain records of relevant information.
- Analyze service records against agreed service levels on a regular basis to identify actions needed to maintain or enhance service quality and initiate or report these actions.
- Conduct disaster recovery testing for critical business applications.
- Implement stakeholder engagement and communication plans, including handling complaints, addressing problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information.
- Utilize feedback from customers and stakeholders to gauge the effectiveness of services and stakeholder management and formulate actions for continuous improvement.
- Stay updated on specific areas of expertise, offering detailed advice on their application and performing specialized tasks.
- Provide system analysis and findings related to problems to principal support (e.g., SAP Support) and coordinate internal efforts to implement recommendations.
- The area of specialization may encompass any field within information or communication technology, techniques, methods, products, or applications.
- Identify deviations from service management standards, implement corrective actions, review the effectiveness of these actions, and maintain documented information.
- Continuously seek opportunities for improvement by proactively exploring new technologies and ideas to enhance the delivery of Solution Services.
- Foster a culture of high performance and enhance workforce capabilities.
- Supervise subordinates and cultivate their skills by establishing and reviewing performance targets, providing regular coaching, and ensuring the implementation of Individual Development Plans (IDPs).
Key Requirements:
- Bachelor's degree from a reputable university, with any major considered, though Computer Science qualifications would be advantageous, with a minimum GPA of 3.2.
- Accumulate a minimum of 8 years of industry experience, with specific experience in ServiceNow and SAP, including at least 4 years at a managerial level in IT Solutions Management.
- Demonstrate experience in service management processes, particularly in using the ServiceNow service management system and processes.
- Possess expertise in SAP SD, EWM, SAP HR, and SAP FICO.
- Exhibit strong communication skills, both verbal and written, in English.
- Display reliability, a positive attitude, proactive behavior, openness, honesty, cooperativeness, fast learning abilities, and the capability to work effectively under pressure.
- Hold tertiary qualifications in a process-related area or an equivalent qualification.
- Experience in the FMCG/manufacturing and/or retail industry is advantageous.
