images images

ERP Service Desk Manager @ Cammach Bryant | Aberdeen

Cammach Bryant

As specialist recruiters, we deal with matters of the heart and the mind every day. Our clients need brilliant candidates and our candidates want brilliant employers – simple really. This is our open and honest approach to how we run our business.

Three simple rules which keep us focussed on providing a high-quality results-driven service, every time.

  1. A brilliant candidate will only be brilliant in the right environment. Place a great candidate with the wrong type of client and watch how quickly that brilliance evaporates.

 

  1. We will Fulfil candidate’s expectations at every level. They will thank you for it, so will the client as they benefit from a very happy and energised employee.

 

  1. Get to know the client’s requirements well beyond the job description. We must fully understand the client’s brand, company culture, vision, strengths and weaknesses.

Our talented team of recruiters works tirelessly to understand your personal or business objectives. Whether a client is searching for a highly skilled candidate, looking to headhunt a specific individual, a team of contractors for a project or management of gifted personnel – we are committed to matching the best candidates with the best employers.

Our clients want brilliant candidates. Our candidates want brilliant employers.

We make it happen.

Job Summary

Our Client is looking for a ERP Service Desk Manager, on a permanent staff basis, location in Aberdeen

ROLE

The ERP Service Desk Manager is accountable for the operations, maintenance, reliability and performance of the Global ERP production environment. In addition to operations scope of work, the Operations Manager assures a high-quality level of support services by coordinating and collaborating with global team members on critical activities and milestones.

RESPONSIBILITIES

  • Manage regional support teams: APAC, Europe, India and North America...
  • Build and maintain operational support teams by leveraging employees and key partners
  • Manage, report and communicate service levels, project status and system performance
  • Communicate key activities and/or milestones related to operations and/or services to key stakeholders
  • Propose and implement processes, technologies, procedures to improve business service levels
  • Owner of the Change Advisory Board (supported by the World Change Lead)
  • Manage the relationship and governance with third parties to ensure services are delivered and meet in alignment with service level expectations
  • Provide and communicate operational KPIs on system availability, performance and support activities
  • In collaboration with the Program Manager proposes, implements and reports on service level agreements
  • Scale operations organization and restructure as the business context evolves (ie. Integration of new entities, consolation of ERP based off global strategy....)
  • Ensure appropriate organizational skills are in place to ensure a high level of business support
  • Develop and implement procedures to ensure compliance of key IT audit controls
  • Global management of personnel
  • Global interface between Operations and the Business
  • Determine risk assessment to ensure production releases have no impact to production
  • Account management lead between company and third-party support provider/s
  • Management & Reporting of the Global Support Services
  • Single point of contact/escalation with Systems/Infrastructure provisioners.
  • Ensure that operations for allocated entities are delivered according to the contractual SLAs
  • Deliver high levels of client satisfaction
  • Work in an environment of Continue Service Improvement; Best Practice to develop customer's service in line with their business needs
  • Disaster recovery management and testing
  • Set-up and manage OLAs and Under-pinning contracts
  • Regular SLA reviews
  • Release Management functions
  • Problem Management functions
  • Capacity Management functions
  • Produce and monitor relevant KPIs for the team
  • Requirement to work out of hours on an ad-hoc basis
  • Requirement to travel globally to support the regions

REQUIREMENTS

Must have:

  • ERP Service Delivery experience
  • Experience working in an IT environment
  • Demonstrate relevant experience managing an operations and/or global team
  • Objective setting & appraisal review
  • Excellent communications, negotiating and interpersonal skills
  • Change Management and Release & Deployment Management experience
  • Audit/Compliance exposure
  • Ability to work autonomously
  • Demonstrable strong IT Systems/Operational skills
  • 3rd Party contract management

Nice to have:

  • Project management experience
  • Experience of the "ITIL" framework
  • Experience of an ERP deployment
  • Experience of Service Desk management
  • SOX experience
  • Budget experience

Preferred:

  • ITIL certification v3 Foundation, but Manager's certificate preferred.
  • Degree preferably in a technical discipline or in a business-related subject
  • IT industry recognised qualification (e.g. MCP, MCSE/A,CCNA)

Short Info

  • Published:4 days ago
  • Job poster:Cammach Bryant
  • Experience: Mid Level
  • Location:Aberdeen
  • Type: Full Time
  • Salary:-
  • Application Deadline:12-09-2019

Apply

Banner