IS Service Manager, Commerce

IS Service Manager, Commerce

The IS Service Manager, Commerce is a key leader within the IS Service Management team, responsible for ensuring the delivery of high-quality application maintenance and support services in alignment with defined service level agreements. IS Service Manager, Commerce will apply a comprehensive understanding of complex ERP, CRM and/or other enterprise solution architecture and integration. The Service Manager also oversees application lifecycle management, including obsolescence and security compliance. They collaborate across business and technical teams, contributing to both operational support and strategic IS projects within specific domains.

Primary Duties:

• Design the service and ensure it is formalized, communicated, and known: Promote usage of service to end-users and maximize usage of service features; ensure accuracy of published service catalog and referential (intranet, ticketing, etc).
• Implement the service: Follow carefully what the partners deliver; Coordinate high severity incidents resolution; Lead problems resolution; Review Root Cause Analysis (RCA) when needed.
• Guarantee consistency on the service scope: Follow-up changes implementation and identify changes-related incidents and problems; Provide upstream inputs (at initiative level) to ensure that necessary prerequisites are taken into account; Identify potential risks induced by a project to decide of GO / NO GO; Escalate when necessary; Downstream: make sure prerequisites to transition from project to run are met (support organization, user training...), in alignment with Project Manager, Domain Manager, and Portfolio Manager.
• Drive the continuous improvement plan on existing services, enhancement follow-up and service performance, with close links to stakeholders and the IS Team.
• Monitor service performance: Measure and provide reporting and metrics on performance of the service and confirm quality of service provided
• Ensure service teams receive proper and thorough knowledge transfer upon completion of project and/or Enhancements/features.
• Manage obsolescence.
• Guide, motivate and drive collaborators and partners to deliver support activities to reach defined objectives.
• Contribute to the definition of the Run organization taking into account scope changes.
• Perform all work in compliance with company policy and within the guidelines of the companies Quality System.
• Perform all work in compliance with company quality procedures and standards.
• Performs other duties as assigned.

Minimum Requirements:

• Bachelor degree in computer science, IS, IT or related field
• 5+ years of professional related experience such as Service Management, Systems Administration, Infrastructure Management, etc.
• Experience within a project management role working with Customer Support, Sales or Marketing teams.
• Administration/support of enterprise business applications experience.
• Experience with ERP (SAP) and/or CRM (Salesforce) preferred.
• Experience in world-wide support models with indirect team management preferred.

Knowledge, Skills and Abilities:

• Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy
• Business acumen to understand how a business operates and how to make it successful.
• Manage and meet competing deadlines, requiring careful prioritization and time management to ensure all tasks are completed on time.
• Influence change using skills and relationships to persuade others to adopt new ideas, behaviors, or processes.
• Effectively deal with ambiguity requiring adaptability, critical thinking, and proactive communication to navigate situations with limited details.
• Priority setting that align with business objectives.
• Planning objectives and strategies to achieve them.