Global Delivery Manager Resume Samples

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B Boehm

Brielle

Boehm

65482 Frida Green

San Francisco

+1 (555) 432 8152

65482 Frida Green

San Francisco

Phone

p +1 (555) 432 8152

Experience Experience

Dallas, TX

Global Delivery Manager

Dallas, TX

Dickinson Inc

Dallas, TX

Global Delivery Manager

This Role also exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business
The Role manages effective internal external client relationships within a defined area of responsibility
Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team
Team Management and escalation management Client Management
Manage service delivery
Manage and oversee the design and delivery of standards, policies, guidelines & best practices
Conduct performance management activities

Houston, TX

Global Service Delivery Manager Finance

Houston, TX

Lehner-Jast

Houston, TX

Global Service Delivery Manager Finance

Participates in developing the service strategy for the assigned Finance applications
Leadership of development and sustain activities for the applications
Create an annual strategy to develop and enhance the applications
Understands IT service cost drivers and connects cost of service to consumption drivers
Reviews business requests for service enhancements and undertakes cost evaluation, standards reviews, and prioritization
Guides continuous improvement efforts for the applications
Meets with service architects to discuss impact of new technologies and the architecture roadmap

present

Philadelphia, PA

Manager of Global Office Print Delivery Owner

Philadelphia, PA

Murazik, MacGyver and Pfannerstill

present

Philadelphia, PA

Manager of Global Office Print Delivery Owner

present

Direct the global end to end flow based model of Office Print services, including locally reporting team members as well as regional/matrix team members that are part of the Office Print services team
Manage Office Print team level Kanbans and ensuring teams are trained, engaged and managing work units in the end to end DevOps flow based model. Run bi-weekly team Kanban to define the sprints for team members
Prioritize work pushed down from the portfolio Kanban, ensure the Office Print team executes the work and pushes status and feedback upwards to the portfolio and the strategic Kanban levels
Meet team Kanban metric targets including: percent of work aligned with operating intent, internal vs external requests, project vs base business work items, state change cycle time, cycle time from Strategy through Operation, cycle time for Continual Improvement initiatives
Direct Office Print services business/user facing PKIs and SLAs, assure targets are achieved and well defined plan of actions are in place for areas that are not meeting targets
Maintain Office Print services roadmap and regional heat map of capabilities and enhancements. Own and manage Office Print services lifecycle management
Build and manage regional teams (direct/matrix) that ensure design, operate and continually improve the services under Global Office Print

Education Education

Bachelor’s Degree in Computer Science

Northwestern University

Bachelor’s Degree in Computer Science

Skills Skills

Successful track record of complex and effective project management, driving multiple efforts simultaneously with high level of independence and attention to detail
Strong leadership ability to drive cross-functional teams and establish relationships, secure resources, and manage broad groups without direct authority
Possess team-oriented, collaborative, and flexible working style, with excellent presentation skills, including strong oral and written capabilities
Knowledge of compliance, legal and brand, and customer experience across a variety of digital channels
Solid understanding of core principles of database management
Expert knowledge of Microsoft Office suite with emphasis on Power Point, Excel and Visio
Maintain a flexible attitude in ever-changing environment
Experience managing agile/sprint implementations of new features across digital/mobile platforms/apps
Experience sourcing merchant offers and creating targeted campaigns is
Lean, Six Sigma and/or demonstrated process improvement expertise is

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Delivery Manager, Dynamics Global Delivery Resume Examples & Samples

People Management responsibility of a team of CRM and ERP Project Managers
Drives customer satisfaction strategies and scores for the practice
Provides thought leadership on key delivery excellence initiatives including continuous improvement of the methodology, processes and tools that drive consistent delivery
Executes established policies and procedures for the practice, e.g. quality assurance, team reference guide and communication plan
Maintains executive level relationships with client executives and participates in steering committees to provide oversight in coordination with account delivery leadership
Extensive travel required (80%+), primarily in Canada
10+ years of related experience
Demonstrated capability in managing large, global, complex Tier 1 CRM or ERP projects
Competency in Analytical Problem Solving, Customer/Partner Relationships, Product & Technology Expertise, Project Management, Strategic Insight

Senior Manager of Global Onsite IT Technician Delivery Owner Resume Examples & Samples

Ensure that onsite L2 end-user services are delivered, supported and managed consistently across all commercial and LMDW sites, using common processes and metrics, and that overall site operations are in good health and in compliance with GTS and local site/Operating Company’s standard operating procedures
Lead and partner with regional Site Delivery Leaders and Supplier to establish, evolve, communicate and drive consistent site delivery processes and best practices
Interface and partner with regional Site Delivery Leadership and site business leaders to gather voice of customer, align on and communicate service delivery plans and results
Partner with various GTS Service Owners to provide VOC and align on service design, deployment and continuous service improvement strategy and plans
Manage Operational Supplier Relationship, Governance and Service Billing. Ensure current year budget goals are achieved and drive year over year cost reductions to optimize the reliance of dedicated onsite technicians
Minimum of 8 years of related IT work experience required, with 5 years in highly matrix large enterprise organizations required
Minimum of 5 years of experience managing supplier operational relationships in an IT managed service engagement
Minimum of 5 years of managing a global outsourced spend of +$30mm per year, across all regions with clear cultural diversity experience
Minimum of 3 years in managing and driving leaning of a Global IT budget through automation and process optimization
Strong technical knowledge and experience, at a delivery and leadership level, support site based End User services like Desktop PC break fix, infrastructure 3rd party escorting, distributed small data centers, Office Print Services and AV support
Experience in Service Ownership and end to end accountability with outward facing IT services
Mastering of IT service management principles and practices and able to provide guidance to others (including vendors) how to apply
Scrum Master Certification preferred
Analytical, and problem-solving skills
Experience with key project roles on large enterprise development projects
Experience developing and delivering IT services in large complex enterprises required
Proven ability to lead and influence others at all levels within the organization
Able to define, shape, and drive continuous support improvements while effectively collaborating strategically with others with little supervision
30% domestic and international travel requiredInfo Technology

Manager of Global Office Print Delivery Owner Resume Examples & Samples

Direct the global end to end flow based model of Office Print services, including locally reporting team members as well as regional/matrix team members that are part of the Office Print services team
Manage Office Print team level Kanbans and ensuring teams are trained, engaged and managing work units in the end to end DevOps flow based model. Run bi-weekly team Kanban to define the sprints for team members
Prioritize work pushed down from the portfolio Kanban, ensure the Office Print team executes the work and pushes status and feedback upwards to the portfolio and the strategic Kanban levels
Align to Portfolio and Strategic Kanban levels and assure regional/country level requirements are captured
Meet team Kanban metric targets including: percent of work aligned with operating intent, internal vs external requests, project vs base business work items, state change cycle time, cycle time from Strategy through Operation, cycle time for Continual Improvement initiatives
Direct Office Print services business/user facing PKIs and SLAs, assure targets are achieved and well defined plan of actions are in place for areas that are not meeting targets
Manage service improvement roster and assure proper prioritization is aligned with business user’s expectations and needs
Maintain Office Print services roadmap and regional heat map of capabilities and enhancements. Own and manage Office Print services lifecycle management
Provide leadership, guidance, and coaching for all team members of Office Print services area, which includes job performance and career development. Ensure 5 conversations are completed timely and goals are well defined. All team members must understand J&J IT, GTS and underlying strategic framework and the business value outcomes expected
Build and manage regional teams (direct/matrix) that ensure design, operate and continually improve the services under Global Office Print
Manage the end to end cost model and budget management for Global Office Print services. This includes all support costs both direct and indirect allocation of shared functions like L1, L2 and service providers
Drive strategy and plan to continually lean out costs, including annual target for reduction in overall cost model. Assure all costs for Office Print services are charged back to users through Service Billing, including working with Sector DRIs on their annual forecasting and budget projections
Collaborate with internal and external partners, business leaders, peer groups, vendors and research organizations to understand benchmarking and recommend service improvements
Instigate and lead innovation and proof-of-concept initiatives to continually improve support service performance or address emerging/unmet customer needs
Partners with Financial Management, End User Experience, BUIT and Technology delivery partners to ensure Office Print new/enhanced services are optimally supported
Manage process, SOP/WI and knowledge management through proper channels and audience, including End Users and support teams
Ensures that all services and support processes meets all security and compliance requirements
B.S. Computer Science, Telecommunications, Electrical Engineering or equivalent experience; advance degree preferred
Minimum of 5 years of related IT work experience required, with at least 5 years in highly matrix large enterprise organizations required
Minimum of 5 years people management experience
Minimum of 5 years of experience of enterprise level infrastructure operations, with a focus on Office Print technologies and managing direct staff supporting Office Print and Print Suppliers
Minimum of 5 years of experience in directly managing Office Print suppliers like Ricoh and Xerox
Minimum of 5 years of experience with key project roles on large enterprise development projects
Minimum of 5 years of experience managing vendor relationships
Minimum of 5 years of experience managing budgets
Minimum of 5 years of experience managing supplier operational relationships in a managed service engagement
Minimum of 5 years of managing a global outsourced spend of $30mm per year, across all regions with clear cultural diversity experience
Support automation experience – Experience optimizing, automating, and creating support process which allows for the elimination of manual support process
Experience with key project roles on large enterprise development projects preferred
Proven track record of successfully managing and leading people in a large IT organization
Able to solve complex business problems and present recommendations to senior management effectively
Good planning, organizational, and decision-making skills
Able to effectively connect and collaborate with others
Able to adopt and internalize change to support continuous process improvement quickly
ITIL certification v3
Agile, Lean, Six Sigma certifications or on job experience - understanding of Scrum, Agile software development concepts, Project Management
DevOps, Flow-based work environment and Product/Service Ownership
Scrum Master Certification
20% international and domestic travel requiredInfo Technology

Global Delivery Manager Resume Examples & Samples

8+ years directed related progressive work experience, preferably in operations or project management role; with 2+ years in leadership role preferred
Familiar with Project Management discipline
Achieves objectives
Follows methodologies but has ability to make sound judgment to work outside of policies & procedures

Global Delivery Manager Resume Examples & Samples

Direct day-to-day Global P2P Operations and lead a team of Accounts Payable, Supplier Master, and Helpdesk professionals, including development and coaching, goal-setting, and performance management
Manage the P2P component of the relationship with our outsourced financial service provider including monitoring of metrics and capacity, as well as quality and effectiveness of the services provided
Help define, implement, and monitor
Finance processes that drive efficiencies and ease of use
Scalable and automated finance systems
Key operational metrics that measure finance performance and which drive continuous improvement
Ensure Global P2P Operations complies with company policies, processes, sourcing strategies, and other Finance objectives
Coordinate and support special projects as needed
7+ years of global procure to pay experience
Experience working with and managing performance of outsourced financial service providers
Excellent communicator, with proven skills in consulting with internal business clients and external suppliers
Experience with the end-to-end P2P process and advanced knowledge of Oracle’s financial solutions
Proficient with data analysis and problem solving
Proven ability to troubleshoot problems and develop solutions
Strong proficiency with Microsoft Office applications including Excel and PowerPoint
Ability to flourish in an environment of complexity, fast growth, and ambiguity

Global Delivery / Senior Project Manager Resume Examples & Samples

High school diploma or GED required; Bachelor’s degree strongly preferred
Certification in a related project management discipline preferred
Eight years of directly related experience
Conceptual understanding of current technologies and methodologies to plan and communicate effectively with project team and sponsors
Experience with project management methodologies and techniques, and their application in business and technical environments
Experience with planning, coordinating, and administering projects in a business and/or technology environment
Experience with applicable business process sufficient to communicate and consult with team members, customers and management
Experience with risk management
Experience managing multiple projects or large project with complex inter-dependencies
May have experience developing and managing complex project budgets
Experience facilitating meetings with high level cross functional teams
Oral communication skills sufficient to explain business needs to multiple groups
Knowledge of communication, statusing, and Project Management tools to create project documents and reports
Negotiation skills

NPI Delivery Manager Global Travel Retail Resume Examples & Samples

Effective and efficient end-to-end coordination of the planning & execution of all relevant process and functional activities required to deliver NPI initiatives to time, cost and quality
Coordination of integrated business cases and compilation and delivery of integrated project plans. (i.e. containing all key Commercial & Operations critical paths)
Progress tracking against these integrated project plans
Project risks/issues management
Tracking measures of success on delivery of NPI initiatives
Effective & efficient utilization, and continuous improvement, of the common platforms, processes and systems established to enable delivery of NPI initiatives. (e.g. NEXUS)

Delivery Manager Global Confirmations Associate Resume Examples & Samples

You will be responsible for the local team management, mentorship and delivery responsibility
You will be responsible for the implementation and design of components, and their ownership
You should promote knowledge sharing with our global team.*LI-RJ1
Management experience of a Junior Team
Relational databases (preferably Sybase or DB2)
Working knowledge of Unix / Linux
Angular / Ext JS web development experience
Practical usage of Design Patterns, XML, SOAP, XSD
Working knowledge of messaging, pub/sub communications

Global Delivery Manager Resume Examples & Samples

Own and be responsible for process implementation, meeting financial performance targets around revenue and margin, hitting utilization targets and effectively manage levers like on-site/offshore and tier-mix, and insure strong delivery metrics and SLA’s are being met within assigned projects
Sell Kony Professional Services (KPS) offerings to the assigned customer(s)
Develop and maintains strong executive relationships within your defined customer base
Own Customer Account Plan and works closely with Customer Success Group
Engage, mentor and retain assigned delivery teams
Take solution ownership for proposals (including pro-active ones) for the assigned accounts
Conduct performance management activities

Senior Manager, Global Same Day Delivery Resume Examples & Samples

Building a results-oriented top talent team
Driving innovation in our approach to same day delivery
Strategic planning and forecasting, appraise performance and problem resolution
Working with cross functional business owners to assess the labor needs
Developing and managing the complete business development life cycle including identification of potential suppliers, contract negotiations (legal and financial), vetting, onboarding, performance analysis, QBRs and compliance audits
Continuously transforming our mix of delivery providers in order to engineer a performance network with the highest quality, reliability, flexibility, and lowest cost
Serving as the primary liaison with the delivery experience team
Scoping out business and functional requirements for the Amazon tech teams who create and enhance the software systems and tools we use
Working within various time constraints to meet critical business needs; while measuring and identifying activities performed
MBA or graduate degree + five (5) years of relevant experience or BA/BS in business, engineering, logistics or similar field AND 10 years’ relative experience
Experience with complex problem solving and analysis using statistical methods, financial modeling, and network optimization modeling
Six Sigma or Statistics education or experience

Project Manager, Global Feature Delivery Resume Examples & Samples

Incorporate the long and short term vision of the digital tools for our global business partners into the design and development of our feature delivery platforms
Ensure that the vendors supporting the build efforts fully understand and adhere to the requirements of the strategic vision
High sense of ownership of deliverables and business outcomes for the Global Travel Tools app, Global Offers platform and other to be developed
Adhere to standardize product development processes
Seek feedback comments from critical business partners to enhance the usage
Follow project management protocols for the design, development and launch of programs
Manage the ongoing use and improvements for all platforms including the Global Travel Tool app and the Global Offers platform
Manage global privilege offers content strategy, sourcing and execution through digital delivery channels
Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and processes
Bachelor degree (or equivalent experience), MBA preferred
6 years of professional experience – preferably in consumer financial services dealing with digital & mobile channel delivery
Successful track record of complex and effective project management, driving multiple efforts simultaneously with high level of independence and attention to detail
Experience managing agile/sprint implementations of new features across digital/mobile platforms/apps
Solid understanding of core principles of database management
Knowledge of compliance, legal and brand, and customer experience across a variety of digital channels
Strong leadership ability to drive cross-functional teams and establish relationships, secure resources, and manage broad groups without direct authority
Possess team-oriented, collaborative, and flexible working style, with excellent presentation skills, including strong oral and written capabilities
Maintain a flexible attitude in ever-changing environment
Expert knowledge of Microsoft Office suite with emphasis on Power Point, Excel and Visio
Experience sourcing merchant offers and creating targeted campaigns is a plus
Lean, Six Sigma and/or demonstrated process improvement expertise is a plus

Global Manager Terminal Apps Delivery Resume Examples & Samples

Lead and mentor an organization with a range of competencies to maintain, develop, support, and govern the global TOS and related solutions within the portfolio
Maintain a multi-year strategy for applications in scope and drive further standardization through integration, where possible, to the global portfolio
Collaborate with the Global IT and business partners to identify application needs in their respective areas and help define the strategic direction
In cooperation with AMS, deliver 24x7x365 support to end users and system consumers TOS and related systems. Expand support model to all locations globally
Responsible for all terminal application systems upgrades in support of current business roadmap and new development or acquisitions
Lead cross functional teams in providing terminal application solutions to complex business problems from project request through implementation and support of integrated solutions
Ensure that all applications are implemented and used in a way that complies with governance, data privacy law, architectural standards and established methodologies and practices
Work with Global and Local IT to outline Disaster Recovery planning and BIA development for terminal applications to ensure business continuity is in place
Outline Product Lifecycle Management for any new and current terminal applications inclusive of supporting infrastructure (network, hardware, database, OS)
Identify educational needs, oversee the development of instructional materials, and ensure education and training are provided for system users to effectively and efficiently utilize the solution capabilities
Keep abreast of current technology trends, products, new developments and topics: attend and contribute to professional conferences and organizations
Update and maintain documentation on compliance with regulatory agencies as required for the terminal applications portfolio
Participate in the budget process for terminal applications to assure adequate appropriation of funds. Responsible for the budgets for applications in scope
Coordinate global AOPs with local AOPs through IT Business Partners and Terminal Management
Pursues new vendor relationships when necessary and seek to achieve the optimal service level delivery to our stakeholders
Coordinate with IT peers on data relationships and system interfaces including, but not limited to Automation Systems, Business Intelligence (BI), LIFT, and all other relevant enterprise systems

Senior Manager Global Delivery & Information Management Resume Examples & Samples

BA or BS Degree in Business, IT or related discipline or equivalent work experience required
Experience with customer service business process improvement in a medium to large organization
Experience creating new processes and business requirements
Experience with business reporting
Excellent communication skills, both verbally and written
Proven experience and insights into working with internal organizations to identify, develop and create new information architecture processes which improve customer service
Experience managing others is preferred
Our total compensation approach includes a competitive base salary, 401(k), strong work/family programs, and medical, dental and disability coverage

Campaign Manager Global Brand Delivery Resume Examples & Samples

Work with Sales teams to understand client expectations
Day to day management of mobile campaigns
Work with publishing team to secure inventories required for meeting the client objectives
Meet and exceed campaign goals through campaign strategy and optimization
Work with data to arrive at insights and strategies about campaigns
Assist in the development of custom creative with internal departments and clients
Management of client expectations, communication and reporting metrics
Help the product management team in designing better products by communicating market realities and expectations
Exceptional relationship management and communication
Teamwork and interpersonal skills
Comfort and experience with a fast paced start-up environment

Senior Global Value Delivery Manager Resume Examples & Samples

3+ years of strategy consulting experience with a premier consulting firm
Must have understanding of end to end retail planning and execution processes
Ability to envision and deliver on transformation programs to drive value and competitive advantage for clients
Ability to benchmark customers for supply chain best practices, operational performance and financial performance
Proven ability to engage on a peer-to-peer level with C-level executives at Fortune 100 companies
Strong consultative and value based selling mindset and expertise
Ability to utilize analytical tools like Excel and Access to analyze operational data and present insights using power points
MBA or relevant post graduate degree

Global Delivery Manager Resume Examples & Samples

Must possess knowledge and expertise in the use of Project Management methodologies and tools
Seasoned professional with experience communicating with senior executives highly preferred
Experience identifying and implementing global workforce strategies (specifically India based software delivery models) highly preferred
Good understanding of SDLC, onshore-offshore delivery models
Occasional travel (10-20%) to partner sites to perform the engagement level tasks listed above

Global Traded Products Delivery & Control Project Manager Resume Examples & Samples

Prior experience in P&L space as a product controller, project manager or business analyst
High sense of urgency with ability to drive results
Ability to drive change with strong collaboration and relationship management skills
Capable of working across business groups and regions and in a team environment
Ability to bridge communication amongst and between technologists and the business
Strong Excel skills focusing on the ability to process large sets of data
Excellent verbal and written communication/presentation skills
Ability to apply a logical approach to problem solving
Strong analytical skills, comfortable turning ambiguity into a defined problem

Manager, Global Digital Delivery Resume Examples & Samples

An MBA or Master’s degree is preferred
A minimum of 5 years of professional business experience is required
A minimum of 2 years of Digital experience is required
Experience across 2 or more digital capabilities including website, search marketing, analytics, ecommerce, mobile, campaign management, social media, email, and A/B & multivariate testing is required
Strong analytical skills, detail-oriented and business savvy with strong appreciation for best practices and governance is required
A love of all things digital and enthusiasm for digital marketing and analytics concepts
Entrepreneurial mind-set and team player
Proficiency in data analysis tools and modeling skills is preferred
Proficiency in Excel & Presentation Software is required
A passion for understanding the healthcare professional mindset and keeping up with media and technology trends is preferred
Familiarity with and hands-on use of social media platforms is preferred
Able to be an individual contributor, willing and eager to work in a hands-on capacity is required
Strong interpersonal skills and the ability to collaborate successfully and build relationships with internal teams, suppliers and agencies is required
The ability to influence multiple stakeholders across multiple disciplines and organizational levels is required
Strong bias to action and proven track record of delivering results is required
Experience taking new initiatives from strategy to implementation is preferred
Excellent written and oral communication skills is required
Experience in a global matrixed environment is preferred
This role can be seated in either New Brunswick, NJ or New York, NY and may require up to 10% of domestic and international travel9420170504

Global Delivery Manager Procure to Pay Resume Examples & Samples

Help define, implement, and monitor finance processes that drive efficiencies and ease of use, scalable and automated finance systems and key operational metrics that measure finance performance and which drive continuous improvement
Communicate and collaborate effectively with key internal and external stakeholders through transparency and partnership
Partner with Procurement Operations to ensure excellent end-to-end P2P performance
Conduct regular outreach, communication, and training with key stakeholders on processes and systems
BA/BS in Business, Supply Chain, Procurement, Finance, or Management
3+ years of P2P or BPO experience
5+ years of management experience
Communication skills, with proven skills in consulting with internal business clients and external suppliers
Ability to drive change and improve the end-to-end process
Knowledgeable with data analysis and problem solving
Ability to troubleshoot problems and develop solutions
Knowledgeable with Microsoft Office applications including Excel and PowerPoint

Global Delivery Manager Resume Examples & Samples

Manage service delivery
Responsible for meeting the SLA per contract
Team Management and escalation management Client Management
Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team
The Role manages effective internal external client relationships within a defined area of responsibility
Minimum 2 year’s of experience in a service delivery or operations role
2 years of experience in a Client facing role
2 years of management, team lead, or supervisory experience
Knowledge of Internet Advertising

Global Service Delivery Manager Finance Resume Examples & Samples

Participates in developing the service strategy for the assigned Finance applications
Leadership of development and sustain activities for the applications
Create an annual strategy to develop and enhance the applications
Understands IT service cost drivers and connects cost of service to consumption drivers
Reviews business requests for service enhancements and undertakes cost evaluation, standards reviews, and prioritization
Guides continuous improvement efforts for the applications
Meets with service architects to discuss impact of new technologies and the architecture roadmap
Manages the SLAs for the E2E Service (internal – Business Partners / external – Vendors & 3rd party partners)
Drives standardization (versus customization) of the applications
Responsible for Finance applications alignment with peer E2E applications owners
Responsible for service descriptions for E2E Service Catalogue
Responsible for partner relationship management
40% Accountability Category #1: RELATIONSHIP, SERVICE AND STAKEHOLDER MANAGEMENT
Develops relationships and interacts with application users to develop a deep and extensive understanding of the business and goals. Keeps an open channel of communication with users and provides broad oversight and guidance on application support requests and needs
Utilizes deep and extensive application support knowledge to review and/or approve the development and facilitation of application training sessions as requested by business users
Has a deep and extensive understanding of service level agreements to lead and/or act as a key participant in the development and/or approval of service expectations and offerings
Cargill's incident tracking software
Utilizes deep and extensive application support knowledge and is accountable for ensuring application technology complies with Enterprise Architecture framework. Reviews/approves and/or provides input to application framework variances as needed
Participates in working groups to develop or update target architectures
20% Accountability Category #2: APPLICATION IMPLEMENTATION AND RELEASE MANAGEMENT
Provides broad oversight for release management processes and the programming, configuration, testing and deployment of fixes or updates for application version releases
For a medium-size team, oversees moderate to advanced and highly complex change request handling and effective change controls specifically relating to business unit and enterprise-wide implications
10% Accountability Category #3: BREAK / FIX PROBLEM RESOLUTION
Performs broad reviews on incoming incident tickets and/or user requests and ensures they are given the appropriate priority in accordance to service level agreements
Oversees and guides a team in moderate to highly complex incident and problem resolution by troubleshooting or researching technical application issues and offering proactive and reactive application support to the end user
Utilizes deep and extensive application support knowledge to approve and/or develop standards for troubleshooting documentation to assist in the resolution or elimination of incidents
10 Accountability Category #4: APPLICATION MONITORING AND MAINTENANCE
Consolidates feedback on recurring incidents and uses a deep and extensive knowledge of problem management methods to prioritize efforts and direct a team in identifying and resolving underlying root causes of incidents
Develops and/or approves processes and procedures and oversees the administration and maintenance of user access for a moderate-size scope of application(s)
Has a deep and extensive knowledge of Cargill technology, compliance standards, industry trends and developments
10 Accountability Category #5: CONTINUOUS IMPROVEMENT
Reviews and approves recommended improvements for moderate to advanced and highly complex application- specific support processes and procedures
May lead the selection of staff and other employees; determines resource needs, plans for future workforce needs, and approves selection decisions
Responsible for aligning overall team resources to execute against short term and long-term strategies and meeting application support objectives
Experience in service delivery management and Service introduction
15 years of IT and business / industry work experience, with at least 5 years of experience in managing a large distributed team
5 years’ experience managing Trading / Treasury and HR applications including support & maintenance
7 years of people management experience
Demonstrates ability to lead Change Management efforts
Ability to Deliver Results (Quality & Benefits)
Strong collaboration and influencing skills
Demonstrates experience owning and negotiating SLA’s/OLA’s
Demonstrates experience managing cost/quality/schedule controls
Demonstrates experience in multiple areas of operations e.g. Break-fix, Managing Services, etc
Experience working in a global, matrixed, leveraged organization
Experience anticipating emerging issues, problem solving and implementing new business solutions across process data and technology
Experience interacting effectively, confidentially and appropriately with various levels management and customers
Ability to work across multiple groups and geographies to solve operations problems and avoid continuity risk
Business fluency in English and local languages as defined