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Application Services Manager SABMiller

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Job Description

The Application Services Manager is primarily responsible for:

  • The delivery of group and global application services for SABMiller plc
  • Leadership and management of a team of Business Applications Analysts
  • Supporting Business Application Analysts directly and indirectly in the delivery and maintenance of applications services to SABMiller plc
  • Operational management and planning of specific applications services
  • Customer management of HR, Treasury, Finance, Marketing, Group Technical & IS user communities in the delivery of applications services
  • Operational responsibility for application services delivered by 3rd party vendors.

The Applications Services Manager is responsible for the operational support and maintenance of Group & Global Application Services for Group Business Functions within SABMiller plc.

The position requires a solid understanding of the technologies and processes in order to effectively deliver application services, and strong technical skills to facilitate hands on support when required. Excellent soft and interpersonal skills are required to manage both the daily tasks and career development of team members.

The incumbent will proactively work across the SABMiller Group, particularly with IS organisations and business stakeholders to ensure application services meet defined levels of service.

The delivery of group and global application services for SABMiller plc

  • Establish effective relationships with Business Application Owners in the delivery of global business application services
  • Establish effective relationships with Global IS support functions in the delivery of global business services
  • Ensure global applications are supported and maintained to enable the business to operate effectively and efficiently
  • Ensure support of global applications meet agreed business targets
  • Deliver application services based on industry best practice


Leadership and management of a team of Business Applications Analysts

  • Planning, supporting and reviewing strategic team requirements
  • Planning, supporting and reviewing day to day team activity
  • Managing Career Development of team members
  • Conducting employee Performance Reviews (bi-annually)
  • Managing and facilitating team communication, both internally and externally, as required
  • Manage team capability and ensuring this is in line with business strategy
  • Review resource requirements
  • Ensure resourcing meets team demands

Supporting Business Application Analysts directly and indirectly in the delivery and maintenance of applications services to SABMiller plc

  • Supporting Business Analysts in the provision of 2nd and 3rd line support to Plc and Global users
  • Ensuring team and individual processes & procedures are appropriately documented
  • Manage application support queues to ensure performance targets are met as agreed with the business
  • Ensure all application changes are raised through the appropriate Change Authority for approval
  • Ensure application security is in line with business requirements and, where applicable, is SOX compliant

Operational management and planning of specific application services

  • Build strong working relationships with Project & Programme Managers to plan for the delivery of new services into Service Management & Operations
  • Manage transition of new services and developments into Service Management & Operations
  • Working with key stakeholders and solutions delivery to input into long term strategy
  • Working with key stakeholders to deliver minor application enhancements

Customer management of HR, Treasury, Finance, Marketing & IS user communities in the delivery of application services

  • Ensure the service support model is appropriate for specific applications and to the end user community
  • Ensure the application environment is meeting the needs of the users, though analysis of recurring incidents and problem management
  • Ensure any escalations for any customer impacting issues are dealt with appropriately
  • Ensure outsourced resolver groups, including the SABMiller Helpdesk, have adequate information to carry out responsibilities defined in Service Support Guides

Operational responsibility for applications services delivered by 3rd party vendors

  • Liaising 3rd party vendor account managers to ensure the effective delivery of services against agreed Services Levels
  • Planning, reviewing and reporting on operational vendor activity and performance
  • Responsibility for ensuring full value and quality of service from the outsourced and vendor support service contracts


Other Responsibilities

  • The incumbent could be required to provide an escalation point for high severity out of hours Incidents impacting the business

Desired Skills & Experience

Knowledge & Experience Required

  • University Degree educated
  • Experience in working with IT processes, methodologies and best practices
  • Application support experience, preferably in a global IS environment
  • Specialist application knowledge required as required
  • Experience with global outsourced models in a multi-vendor IT sourcing environment
  • Knowledge of application and service management processes and methodologies (ITIL)
  • Experience in managing a team to deliver application services
  • Strong leadership skills
  • Excellent commercial and business awareness


Roles, Skills & Attributes Required

  • Customer centric with great customer relation skills
  • Good organisational and time management skills
  • Excellent written and verbal communication skills; interpersonal and collaborative skills; and the ability to communicate to technical and non-technical audiences
  • High degree of initiative, dependability and ability to work with little, or no, supervision
  • Strong analytical skills and ability to understand complex problems
  • The ability to make key decisions to keep the team focus in line with Group IS strategy and goals
  • The ability to make significant contributions in strategy for global applications environments whilst self-initiating independent achievement
  • High energy levels, a results focussed work ethic & ability to follow through to completion
  • Demonstrates the corporate values: Integrity, Teamwork, Respect, Professionalism
  • Ability to build relationships, influence and be persuasive
  • Ability to follow through to completion, results focused
  • Strong focus on continuous service improvement
  • Motivated by the achievement of long term results

Strong attention to detail

Company Description

Founded in South Africa in 1895, SABMiller has grown to become one of the world’s largest & most respected brewing companies. With operations in over 60 countries, it has more beer brands in the world’s top 50 than any other brewer and it ranks among the top 3 brewers in more than 30 countries. Every minute of every day throughout the world an average of over 46,000 pints of SABMiller beer is consumed. SABMiller manufactures and markets over 150 beer brands. These include such international names as: Peroni Nastro Azzurro, Miller Genuine Draft, Castle Lager and Pilsner Urquell, as well as major regional brands such as: Miller Lite, Carling Black Label, Aguila, Cristal, Pilsener, Atlas, Snow and Tyskie. The SABMiller organisation is passionate about brewing. From local beers steeped in tradition to brands that are recognised around the world, the company’s ambition is always to offer an outstanding product. Its quality is backed by some of the most efficient brewing and distribution operations in the industry – not to mention its long and successful record of market research and brand development in all corners of the world. Its success also lies in the way it conducts its business - with a respect for partners and employees combined with a desire to support & invest in the local community. SABMiller’s history is one of exceptional growth and returns to shareholders. With its global footprint of 71,000 employees, strong portfolio of brands and spread of operations in both mature and developing markets, SABMiller is well placed to continually improve on this growth.

Additional Information

Posted:
March 21, 2012
Type:
Full-time
Experience:
Mid-Senior level
Functions:
Information Technology
Industries:
Food & Beverages
Compensation:
Market leading plus bonus
Job ID:
2740463

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