SAP HEC Services Manager at Aspen Pharma Group

Job description

ROLE PURPOSE:

A key anticipated service to business units is the SAP Platform Hana Enterprise Cloud (HEC) and associated Services.
The vision for SAP HEC and associated Services is to maximize business unit success in utilising the HEC platform and associated functionality, tools and Services as Aspen broadens the footprint of the SAP HEC platform in the Business. S/he will ensure excellence & delivery of the entire SAP HEC service portfolio to in-flight (and planned) Projects and Business Entities already “Live” on the HEC platform. The role will include defining and agreeing operating levels, service levels and working with the extended Group IT organisation to establish OLA’s and SLA’s for the new Services where absent and Operationalise the Services once the project cycle comes to an end and they are stable. Use of a good technical and business understanding will be applied to Service Development problems, and unfolding issues, in order to ensure quick and effective handling of all actual or potential issues.

SPECIFIC OUTCOMES / CORE TASKS, RESPONSIBILITIES & AUTHORITY:

The SAP HEC Services Manager will:

• Define and manage HEC processes for Service Request Management, Incident Management, Escalation Management, Processing Emergency Changes, System Monitoring, Problem Management, Security, Configuration Management, Decommissioning
• Define and manage HEC Services (e.g. capacity, application technical management, business continuity, licensing, security etc.)
• Manage HEC Platform Installation Qualification
• Manage SAP as far as their HEC roles and responsibilities are concerned utilising Customer Engagement Service Manager (CESM) and Technical Landscape Owner (TLO)
• Manage HEC Enhanced Managed Services to meet Business requirements in a project and operational context
• Manage Operational activities taking place on the HEC platform for “Live” business entities and in-flight projects.
• Manage technical aspects of the HEC contract with SAP
• Provide 24/7 SAP HEC Platform support meeting project and operational requirements
• Propose and lead delivery of service innovation on HEC platform
• Derive full value from the HEC platform for Aspen Business Entities
• Optimise costs associated from the HEC platform (this includes license and service costs)
• Develop and maintain relationships with business and IT in GIT and Business Entities
• Own and execute major incident processes and manage resources across internal and external teams whilst providing excellent communications throughout
• Manage relationships with “own” service providers – SAP HEC team and Principle Organisations for contracted Technical resources
• Manage the service transition activities (projects to operations) for projects and ensuring service transition from project teams to AMS teams
• Develop and report KPIs to measure platform performance, capacity, availability, etc.
• Perform routine technical performance reviews
• Oversee Custom Code Management on the HEC Platform
• Identify Continual Service Improvement opportunities
• Monitor the lifecycle processes (Enhancement Pack / Service Pack introduction) to mitigate risk and ensure platforms remain current and compliant to pharma validation.
• Manage the capacity management processes, metrics, and reporting utilising tools such as Solution Manager to ensure adequate resource availability for continued expansion of the Cloud Services platforms
• Monitor Cloud services platforms for availability and uptime
• Define, manage and maintain HEC services
• Manage SAP AMS providers
• Manage SAP change and release requests with AMS delivery team
• Manage effective and proactive communication to business around service performance affecting business
• Manage budgets for service area and feedback (cross charge) into IT Financial Management processes.
• Responsible for reducing operational risk, operational cost and improving customer satisfaction.
• Manages commercial opportunities for improving the quality of delivery for the HEC Platform within the organisation and with 3rd party suppliers.
• Chair the appropriate governance forums to drive service improvement and effectively manage vendor performance.
• Manage the operations schedule activities for the entire service with service providers and maintain evidence to pass internal and audit reviews.

Requirements

EDUCATION AND EXPERIENCE:

• Matric / Grade 12
• B.Com / BSc Computer Science degree or equivalent work experience in the commercial- and integrated management of a multidiscipline information technology environment
• Extensive experience and proven track record in managing SAP technical landscapes in a global organisation delivered by 3rd party suppliers
• Strong knowledge of IT service management / service control processes and methodologies, e.g. ITIL and COBIT
• Experience leading service delivery/operations teams, internal and external 3rd parties
• Experience working in a multi-vendor IT sourcing environment
• Strong knowledge and understanding of IT technology areas (within projects and operations)
• Pharma industry experience preferred

SKILLS AND ATTRIBUTES:

• Willingness to adopt and demonstrate the corporate values: Integrity, Teamwork, Respect, Professionalism and effectively role models these for the team
• Demonstrated ability to lead in a global, matrix / team environment. Demonstrates ability to lead geographically dispersed teams and 3rd party vendors of IS services to drive exceptional customer service and high performance
• Ability to build strong relationships with business stakeholders, including senior managers and 3rd party vendor key Stakeholder and to influence and be persuasive
• Strong interpersonal, collaboration and communication skills
• International orientation – prepared to travel internationally (preferable) is able to work effectively in an international context
• Strong negotiation skills with the ability to resolve conflicts and problems and follow through to completion
• Strong planning and managing delivery to plan as well as good organising skills
• Pro-active with high levels of energy, tenacity and enthusiasm to deliver results
• Exceptional focus on quality and strong attention to detail
• Strong Business and commercial acumen
• Strong system aptitude / affinity with cloud orientated approach to IT services
• Competent in the use of Microsoft PowerPoint, Project, Word and Excel
• Good command of written/verbal business English (& additional location language requirements)
• Good commercial and business awareness
• Good knowledge and understanding of domain technology areas (within projects and operations)