SAP Service Design SABMiller

The SAP Service Design Manager is accountable for the Service Model that supports the Global Solution. This is predominately SAP, but will also include non-SAP systems, legacy systems and the services provided by outsourced suppliers.

The role holder is responsible for capturing and implementing all service model organisations, processes, tooling and any other requirements which will ensure the smooth-running of service operations within SABMiller. This will also include the integration of global, regional and local infrastructures and applications with the Global Solution.

Owning the Service Model, the SAP Service Design Manager will work with the global, regional and country based IS teams in the definition and implementation of Service Model processes across SABMiller.

The role will ensure robust, fit-for-purpose service management processes that are operable by the end-state SM&O function. Working closely with the Service Transition Managers and the wider SM&O team, the SAP Service Design Manager will recommend changes and enhancements to the Service Model processes and champion process related changes and enhancements.

Additionally the role is to ensure that the components of the Global Solution are delivered in a way which is cost-effective and meets the requirements of the organisation, including development, delivery, support, hardware and software.

The SAP Service Design Manager will take full accountability for the design and development of a world-class service model for SABMiller globally. Having a deep and extensive knowledge of the service organisation, especially in relation to the SAP environment, the SAP Service Design Manager will be the organisational focal point for all matters relating to service design and implementation.

Key Accountabilities:

• Accountable for the design, development and maintenance of the SABMiller service model and all associated organisational, processes, tools and software used across the global, regional and country based IS organisations
• Responsible for design and development of a service model strategy, roadmap and end state design, taking an end-to-end approach to the service processes and implementation
• Works with and supports the Service Transition Managers to understand and manage the impact of the new or changed services and ensures that sufficient resources are in place to support the service being completed
• Responsible for the Service model demand management, requirements approvals and change management, resolving any conflicts that may arise
• Responsible for developing an overall service model and process strategy identifying gaps and developing a transition roadmap for SABMiller to be adopted across the organisation where different parts of the organisation are at different states of maturity
• Applies appropriate service architecture standards, principles and guidelines which result in a world class service model and processes
• Conducts regular design reviews and ensures that the service model adheres to industry recognised service standards and meet SABMiller requirements
• Works closely with the Strategy & Architecture team in the definition of the products, applications and infrastructure used for the delivery of the Global Solution service model
• Builds and maintains a close working relationship with the regional and country service organisations, defining working processes and interfaces
• Reworks existing service processes and/or design of new processes to optimise service management framework and processes
• Continuously improve the effectiveness of service model processes as well as all other associated processes, using the most appropriate solutions available
• Ensure that the impacts of new service model developments, changes and upgrades are fully assessed, identified and acted upon and that the needs of the business are always fully represented
• Provides subject matter expertise around development and implementation of all service model processes sources external expertise where required
• Monitors the quality of any vendor service delivery resources, reporting on any trends, issues and achievements and escalating through Vendor Management where appropriate
• Manages the resources assigned to a specific Global Solution Service Model release or project, liaising closely with 3rdparty providers and outsourced services where required
• Manages communications with stakeholders to ensure effective handover of new and changed service model processes and ensure knowledge is retained within SABMiller
• Accountable for identification of all service model design and development costs together with transition and support costs and input to the SM&O budgets

Desired Skills & Experience

Knowledge and Experience Required

• Degree educated and technical professional qualifications (desirable)
• Extensive FMCG (or similar) relevant industry related experience within an Operational Service Delivery organisation
• The Service Design Manager must have considerable experience of SAP:
  - detailed knowledge of SAP service delivery concepts and techniques
  - strong operational understanding of SAP service processes and components
  - experience of SAP service design for major IS systems in large complex environments
  - broad knowledge of the constituent components of SAP Systems solution
• Experience of leading service, transitional, support or operational teams
• Significant experience of managing outsourced service management service providers
• ITIL qualified with a proven track record in a Service transition role in a large complex and global IS organisation
• Good knowledge and understanding of IS technology areas (within Service Management and Operations)
• Experience and understanding of implementation and support of complex SAP and related application environments
• Ability to write coherent, concise, and readable technical documentation
• Considerable experience of testing and project management methodologies
• 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

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 26, 2012

Type:

Full-time

Experience:

Mid-Senior level

Functions:

Information Technology

Industries:

Food & Beverages

Compensation:

Market leading plus bonus

Job ID:

2759843

• Sign In to Apply