Detailed Responsibilities

-Working as leadership support to provide effective service delivery of end-to-end process of Supply Chain Customer Products to our internal or external customers globally.

-Working closely with the IT Infrastructure and Operations leaders/teams/service providers, Solution Owners, Business Process Owners/Users, Regional/Cluster Technology leaders/their teams, and leaders from external service partners to develop, maintain and execute agreed end-to-end Supply Chain Operations service delivery globally

-As a single point of contact for overall application supports for all applications and technologies related to Supply Chain Customer Products

-Provide necessary leadership/management of any external and internal leadership-level communication per agreed communication plan -Leadership in defining support processes, and tools -Leadership in effectively managing application support resources to provide 24X7 end-to-end service delivery for the process areas

-Defining meaning metrics, reporting/communicating, and managing and continuously improving.

-Manage day-to-day application support activities of the Customer Prodcuts including and not limited to application up-time & performance, batch/integration process monitoring/executing, incident/service/problem management, production change control, production deployment, developing workarounds, data analysis, clarification to product related queries, update/develop workflows/automation, continuous improvements, proactive capacity monitoring and management, system performance analysis and tuning.

-Establish departmental goals and implement processes and tools regarding quality, productivity, service level and issue resolution.

-Monitor team performance to achieve maximum client satisfaction levels.

-Train and mentor team members on application operation processes, policies, key performance indicators, product knowledge, and product support and resolution techniques -Support product implementation activities for markets and market users acceptance testing.

-Supporting and leading as appropriate in defining, implementing, tracking, and improving the service delivery speed, quality, and cost.

-Working with IT Controlling to forecast and deliver the costs of these service partnerships, including budgeted CAPEX and OPEX costs, depreciation, and annual contract changes.

-Participating in all Service Management processes for Planning products and driving service delivery execution.

Requirement

-7+ years of experience in IT General Mgmt. (application operation and support and establishing/enforcing operation 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.

-Business fluent in English and Japanese (spoken and written).

-Ability to understand the unique needs of Supply Chain business customers’ expectation around the globe.

-Experience of effectively leading/managing/collaborating with multi-cultural teams across time zones.