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Global Service Management Tools Manager SABMiller

5:57:00 PM

The Global Service Management Tools Manager is accountable for ensuring that the Service Management tools used by the SABMiller Service teams in the course of their day to day operations are fully integrated, supported and ‘fit for purpose’.

The role holder will ensure that the tools delivered support the Global SAP and related solution applications, Service Model and provide the level of automation and process simplification required at all levels.

Key to the role will be ensuring that all 3rd party tools and services integrate with SABMiller internal tools and ensuring that all Service Management tools are live in the Global IS environment and satisfy all appropriate Service Management operational criteria, such as 24hour by 7day availability.

The Global Service Management Tools Manager will take full accountability for the delivery of the services provided by the Service Management tools in the support of the Global SAP and related solution applications across SABMiller globally.

Key Accountabilities:

  • Responsible for the day to day operational running and availability of Global Service Management tools across the service management environments within SABMiller (including Regional, Competency Centres and Country’s as well as externally outsourced users)
  • Manages the integration of all outsourced Service Management Tools and ensures that the functionality and availability are consistent with SM&O Service Management requirements
  • Leads the team responsible for administration of Service Management Tools and supporting processes
  • Acts as the ‘sponsor and owner’ to the live Service Management Tools environment, ensuring that transition projects deliver against operational acceptance criteria with associated signoffs
  • Works with the Strategy & Architecture team and provides input to the definition of products, applications, infrastructure and capacity used for the delivery of service management tools
  • Works with the Service Transition Manager (Service Management Tools) and provides input to develop an overall service management tools strategy and roadmap
  • Ensures that the global Service Management tools are working to the agreed SLA’s in support of the Service Management and Operations function including 24 hour by 7 day support
  • Ensure the service management tools remain aligned with wider SABMiller Service Management processes, meeting requirements and the needs of the Regional Service Management and Operations function
  • Works to resolve incident that arise in the provision and support the service management tools acting as the coordination point for cross organisational debate
  • Provides Service Management Tool reporting on all Service Management tools across the IS organisation from both internal and externally provided sources
  • Maintains service level agreements, key performance metrics, and service provider agreements with 3rd party Service Tools provider to monitor and manage services and support
  • Works with project teams to ensure alignment of tools with end-to-end solution and ensure it remains implementable and operable
  • Maintains the release schedule owning the environment, configuration and service Level Management of all Service Management Tools
  • Overall ownership of transitioned Service Management tools into operational use acting as the final sign off for quality and usability
  • Monitors the quality of any outsourced service provider, reporting on any trends, issues and achievements and escalating through Vendor Management where appropriate
  • Check that the tools are delivering to the expectations and establishes a customer feedback process (such as a user group) to gather the customers point of view
  • User the output from customer surveys and user analysis to develop and drive service improvement programmes across all Service Management tools
  • Inputs to and signs off the communications to all key stakeholders on matters affecting the Global Service Management tools.

Accountable for identification of all service management tools run, support and licence costs inputting to the overall SM&O budgets

The Global Service Management Tools Manager will take full accountability for the delivery of the services provided by the Service Management tools in the support of the Global SAP and related solution applications across SABMiller globally.

Key Accountabilities:

· Responsible for the day to day operational running and availability of Global Service Management tools across the service management environments within SABMiller (including Regional, Competency Centres and Country’s as well as externally outsourced users)

· Manages the integration of all outsourced Service Management Tools and ensures that the functionality and availability are consistent with SM&O Service Management requirements

· Leads the team responsible for administration of Service Management Tools and supporting processes

· Acts as the ‘sponsor and owner’ to the live Service Management Tools environment, ensuring that transition projects deliver against operational acceptance criteria with associated signoffs

· Works with the Strategy & Architecture team and provides input to the definition of products, applications, infrastructure and capacity used for the delivery of service management tools

· Works with the Service Transition Manager (Service Management Tools) and provides input to develop an overall service management tools strategy and roadmap

· Ensures that the global Service Management tools are working to the agreed SLA’s in support of the Service Management and Operations function including 24 hour by 7 day support

· Ensure the service management tools remain aligned with wider SABMiller Service Management processes, meeting requirements and the needs of the Regional Service Management and Operations function

· Works to resolve incident that arise in the provision and support the service management tools acting as the coordination point for cross organisational debate

· Provides Service Management Tool reporting on all Service Management tools across the IS organisation from both internal and externally provided sources

· Maintains service level agreements, key performance metrics, and service provider agreements with 3rd party Service Tools provider to monitor and manage services and support

· Works with project teams to ensure alignment of tools with end-to-end solution and ensure it remains implementable and operable

· Maintains the release schedule owning the environment, configuration and service Level Management of all Service Management Tools

· Overall ownership of transitioned Service Management tools into operational use acting as the final sign off for quality and usability

· Monitors the quality of any outsourced service provider, reporting on any trends, issues and achievements and escalating through Vendor Management where appropriate

· Check that the tools are delivering to the expectations and establishes a customer feedback process (such as a user group) to gather the customers point of view

· User the output from customer surveys and user analysis to develop and drive service improvement programmes across all Service Management tools

· Inputs to and signs off the communications to all key stakeholders on matters affecting the Global Service Management tools.

Accountable for identification of all service management tools run, support and licence costs inputting to the overall SM&O budgets

Desired Skills & Experience

Knowledge and Experience Required

  • Degree educated and technical professional qualifications (desirable)
  • Extensive and demonstrable Service Management Tools experience
  • Demonstrable skills in developing and implementing Service Management tools environments at different stages of maturity from inception to close down
  • Extensive experience of service management tools and implementation
  • Experience of leading operational teams in a service management / operational environment
  • Significant experience of managing 3rd party service management service providers
  • Proven track record in a an operational service role in a large complex and global IS organisation
  • ITIL qualified Strong knowledge of IT service management processes and methodologies
  • Good knowledge and understanding of IS technology areas (within projects and operations)
  • Good commercial and business awareness
  • Experience of managing relationships with internal business stakeholders
  • Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes

Roles, Skills and Attributes Required

  • Demonstrates the corporate values: Integrity, Teamwork, Respect, Professionalism and effectively role models these for the team and across the organisation
  • Demonstrates the ability to lead in a global, matrix / team environment. Demonstrates ability to lead geographically dispersed teams and global IS service suppliers to drive exceptional customer service and high performance
  • Ability to build strong relationships at senior levels in the business both vertically and laterally and to influence and be persuasive at all levels.
  • Exceptional interpersonal, collaboration and communication skills
  • International orientation – prepared to travel internationally, able to work effectively in an international context
  • Strong negotiation skills with the ability to resolve conflicts and problems and follow through to completion
  • Exceptional planning and managing delivery to plan as well as highly developed organising and delegating skills
  • Thrives on challenges and responsibility and has high levels of energy, tenacity and enthusiasm to deliver results through the team
  • Highly developed business and commercial acumen
  • Leads the focus on quality and attention to detail
  • Strong system aptitude / affinity with technology
  • Competent in the use of Microsoft PowerPoint, Project, Word and Excel
  • Good command of written/verbal business English (& additional location language requirements)

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 5, 2012
Type:
Full-time
Experience:
Mid-Senior level
Functions:
Information Technology
Industries:
Food & Beverages
Compensation:
Market leading plus bonus
Job ID:
2659011

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