Job Title: Support & Continuous Improvement Manager
Type: 12 Month Contract
Salary: £350 - £400 per day
Our Client operates in 17 markets and has a presence in 65 countries around the world. They are undertaking a programme to design, build and implement a single ERP system, based on IFS software across a wide range of its markets to reduce in-country systems and to introduce a common operating model under their in-house set of functional models. The programme is developing and rolling out the IFS software across the EMEA business as a single instance on an Oracle database within an Azure cloud hosting arrangement, managed by internal teams with further support from a strategic partner.
The solution is live in Australia and the UK which is currently moving from early life into the BAU support mode. The Australia and UK businesses are among the largest and most complex businesses. The implementation programme will continue to focus on taking on additional countries, with continually improving functionality. There is also a new initiative underway to upgrade the current version of IFS which will launch as a project in Q3 2022.
The leadership of the programme is largely made up of external resources - both consultancies and contractor resources. The aim is to put more permanent employees, who have experience of the business globally, into leadership roles across this programme. This will allow the business to develop a global capability and better set itself up for the future.
Have accountability for the support of the IFS Software and Infrastructure, where deployed in operation across the business.
Operate and improve the Support Model for all live countries and a take on model for new business countries being delivered through the programme or from acquisitions.
Engender and maintain a service culture.
Own, build and enhance the relationship with the customer.
Own relationships with supplier service providers, hold service reviews and drive service improvements with these supplier service providers.
Continuously review performance and service levels to drive improvements.
Provide line management to team technical permanent employees including coaching and support to personal development.
Ensure the correct mix of skills, competencies, and knowledge within the function.
Own and operate production environment governance controls and procedures.
Work with programme team to define and balance utilisation of technical resources between support operations, live customer continuous improvement deliverables and programme activity to develop system capability for future implementations.
Proven track record of defining and operating a technology support model.
Ability to quickly develop a good working knowledge of the business and its operations globally.
Experience of leading and developing and motivating teams
Experience of owning international supplier relationships and reviewing and driving performance with them.
Experience of working in partnership with programme development teams and of service transition from development into production environments.
Strong written and verbal communication skills.
Experience of operating in a global company across multiple time zones.
Knowledge and experience of working with IFS ERP, Oracle databases, Azure cloud hosting.
Key Performance Indicators:
Delivery of service to live countries
Establishment and performance against a set of service SLAs.
Performance Management of key support partners.
Effective partnership with the Programme Team.
Whilst it is expected that this role will be primarily based in Wolverhampton where the majority of the programme and support resources are based, there will be some requirement to travel - both inside the UK to other business locations and supplier sites, but also to other countries where the client operates in order to develop and manage the service provided in these countries