Service Manager, Tech

• Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization.
• Assists in defining acceptance tests for these recommendations.

• Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
• Maintain WMS/WCS and Automation system in the best condition.

• Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard.
• Feeds into change management processes.

• Develops, documents and implements changes based on requests for change.
• Applies change control procedures.

• Uses the tools and techniques for specific areas of release and deployment activities.
• Administers the recording of activities, logging of results and documents technical activity undertaken.
• May carry out early life support activities such as providing support advice to initial users.

• Investigates problems in systems, processes and services.
• Assists with the implementation of agreed remedies and preventative measures.

• Following agreed procedures, identifies, registers and categorizes incidents.
• Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
• Maintains records and advises relevant persons of actions taken.

• May be involved and gives some input on hiring Transition decisions
• Ensures appropriate leadership skills are present at every level through creating a motivational and supportive work environment in which employees are coached, trained and provided with career opportunities through development
• Allocates the different work to the respective employees considering experience, complexity, workload and organizational efficiency
• Continuously monitors and evaluates team workload and organizational efficiency with the support of IT systems, data and analysis and team feedback and makes appropriate changes to meet business needs.
• Provides team members/direct reports with clear direction and targets that are aligned with business needs and GIT objectives

• Global IT
• Respective business function (GOPS, Finance, HR, Brand Marketing, Wholesale/Retail)
• HR Management
• Controlling
• Maintain WMS/WCS and Automation system in the best condition

• Four-year college or university degree with focus on Business Administration or IT or related areas, or equivalent combination of education and experience
• Proficient spoken and written command of English
• At least 5-year experience in IT
• 2 years of experience in relevant area
• Understanding of different culture
• Participated in projects with people from other functions/markets
• Knowledge of using SQL preferred
• Understanding WMS/WCS and Automation system preferred

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