Job Title: IT Service Delivery Manager

Reports to: IT Sr. Director of Business Solutions

Number of Direct Reports: 0

Key Internal Partners: Supply Chain, Finance, Sales, Marketing, Project Management, Quality, and IT.

Key External Partners: IT system vendors for front office operation (e.g. SAP, TrueCommerce, AFS)

Job Summary:

Job Responsibilities:

• Support and enhance information management systems for MNA front office (40%)
  • Actively manage IT tickets and served as primary point of contact for supply chain, finance, and sales team, and assist with business users to resolve IT related issues, including SAP B1, TrueCommerce EDI, AFS, etc.
  • Provides day-to-day operational support of the IS function, utilizing ticketing systems to provide clear visibility into problem areas. Being flexible to provide after hour technical support on as needed basis.
  • Collaboration with key business partners/users to define business needs and priority, drive implementation, and being the liaison of local business and IT team
  • Ensures that the transition to any new business tools goes smoothly and the end result is optimized for business outcomes and meets business requirements
  • Institutes local IS procedures for maintenance of information systems.
• Manage IT projects (40%)
  • Support the roll out of Materne NA SAP S4/Hana in the area of O2C and manage EDI migration. Define, challenge, and validate technical prerequisites/compatibilities and interfaces; provide technical specifications
  • Delivers IS projects for MNA and ensures projects are on-time and within budget using local or matrix teams from France. Drives project and business objectives in partnership with project team members
  • Participate in global projects for the implementation phase
  • Be the solution architect for smaller projects
  • Build/prototype, test, train and develop documentation, keeping in mind that the solution may need to be deployed at other locations
  • Manages scope, deliverables and completes projects on-time
  • Quickly identifies risk, escalates it as appropriate and mitigates it with proper design and documentation
• Act as key IT business partners (10%)
  • Understands business goals and proposes technology solutions. Assesses the requirements of technology solutions, including estimates of time, staffing and costs to implement and support the solution
  • Develops solid understanding of business processes and business dependencies on supported technologies
  • Collaborates with MNA business team (supply chain, finance, sales, etc.) on IT related projects, and provide guidance & recommendation on technical solutions
• Educate key business users on information systems (5%)
  • Provide training and assistance to existing and new users to build up user experience and knowledge of the front office system
  • Partners up with the key users to implement/optimize new and existing processes
  • Challenges user requests to ensure that best practices are followed and implemented
  • Performs needs assessment with users including describing current process, suggesting alternative and challenging the status quo, when appropriate
• Administrative daily IT operations (5%)
  • Performs administrative tasks as required to manage the daily activities of the functional area
  • Establishes regular reporting process to his/her manager
• All other duties as assigned

• Key Performance Indicators (KPI’s)
• Timely and effective support to front office business teams
• Be the front office IT subject matter expert on-site
• On-time project completion that meets the charter objectives

EDUCATION

• Bachelor’s degree in Information Technology or related business field

EXPERIENCE

• 5+ years of progressive Information Systems experience
• 3+ years of experience being the first level support for IT related issues. Be able to triage/debug issues quickly and provide appropriate solutions
• Experience with Project Management is required
• Experience with EDI integration projects, support high volume transaction, and provide internal EDI Support
• Experience supporting daily operations of the I/S function in front office environment including application support, user training, excellent I/S support to the site is required to minimize significant and time-sensitive business risk to business operations
• Experience working in a Global matrix environment is preferred
• Food Industry experience is preferred

SKILLS

• Strong verbal & written communication skills; communications are complete & understandable to target audience; demonstrates effective listening skills; regularly handles difficult customers or situations effectively requiring sensitivity and diplomacy
• Ability to understand the business process very well and challenge the users when appropriate
• Ability to understand business needs and translate into technical requirements
• Ability to design and implement end-to-end solutions. This includes both technical and functional expertise to get the job done.
• Ability to collaborate effectively with plant cross functional team as well as global IT resource
• Strong understanding of operating systems, file systems and structures as it relates to supporting the application is essential
• Ability to write basic SQL query strongly preferred
• Ability to understand XML and other data types is preferred
• Ability to define/model end-to-end process flow
• Ability to work independently with only general direction; appropriately keeps management informed of relevant issues
• Ability to collaborate and be a strong team player