Application Managed Services Lead, New Zealand
Upper Hutt, Wellington, New Zealand
6d ago

Job Description

  • We are seeking energetic, forward-thinking professionals to join our Application Managed Services (AMS) team.
  • As an AMS Application Lead you will be responsible for Maintenance Support and Operations of the various business applications within ANZ region with main focus on Upper Hutt Manufacturing site in New Zealand.
  • The candidate will interact with several levels in the organization and will be critical in establishing good relationships with numerous local, regional and global functions, hence the position requires excellent oral and written communication skills and proven leadership in complex team situations showcasing ONE IT Mindset.
  • You will need to provide expertise in following :
  • Acting as a single point of contact for a set of applications to sustain business operations availability
  • Provide technical expertise by managing communications and expectations with business client
  • Monitor for problems, taking immediate action where possible and escalating when required
  • Driving transition of application from Development to Operational phase
  • Operational Supplier management to track against deliverables and SLAs
  • Financial Management related to the operational budget in application support area (e.g. contract issues, new services)
  • Demand Management activities supporting the business areas
  • Driving continuous service improvement and innovation
  • Manages internal IT projects requiring cross-department resources & coordination
  • Provide guidance and control as defined by company ITIL processes and SOPs
  • Manages and ensures CMDB accuracy
  • Flexible and willing to perform other tasks as assigned
  • Participates in the Service Delivery Committee (SDC) meetings to validate partner metrics
  • Quarterly review of services versus contract baselines for cost remediation of services and maintenance contracts
  • Recommends process improvements to service, partner or AMS as observed
  • Drives continuous improvement and innovation, develops and outside-in view based on cross-industry networking
  • Meets regularly with business owners of key’ applications to gain voice of the customer (VOC) for service evaluation
  • May participate or lead special Global Technology Operations division initiatives
  • Escalates issues to Service Lead as necessary
  • Assures, and is able to demonstrate full compliance of the functional area, IT systems and processes, and this towards both company requirement as well as applicable regulatory requirements.
  • People Management
  • Create an inspiring team environment with an open communication culture
  • Define team Strategy, and align their Priorities and Development Plan to achieve required department results
  • Coach and mentor team members by listening to feedback and resolve issues or conflicts
  • Monitor team performance and report on metrics

    Preferred Experience and Skills :

  • Minimum 3-5 years applied work experience in one of the following areas :
  • Previous experience on running Application Support
  • Managing external IT partners to delivering IT Operation services
  • Managing IT services or projects in a highly complex and dynamic business environment
  • Experience working according to ITIL processes (ITIL certification).
  • Excellent facilitation, consultation, and Influencing skills, including experience with outsourced service providers.
  • Able to explain technical information in a way that establishes rapport, persuades others and gains understanding.
  • Understanding of System Development Life Cycle (SDLC) for computerized systems.
  • Must be able to work independently and enable / facilitate productive and business-like meetings as well as to work with individuals at all levels and demonstrate a level of professionalism that instils confidence and inspires trust.
  • People Manager Skills

  • Demonstrated leadership and experience managing geographically distributed internal and external IT professionals.
  • Ability to build and manage global, diverse teams and vendors.
  • Effective in people management, communication and change management as well as in coaching team members.
  • Strong communication and interpersonal skills at all organizational levels. Ability to identify and leverage the right people, processes, and tools to achieve planned results on time and on budget.
  • Has demonstrated strong strategic and tactical skills, excellent presentation oral, written and graphical communications skills, as well as ability to present and explain technical information in a way that establishes rapport, persuades others and gains understanding.
  • Education

  • BSc Degree or equivalent with relevant experience in Computer Science, Computer Science Engineering, Math, or equivalent experience.
  • Minimum 5 years relevant experience, desirable in a pharmaceutical manufacturing environment.
  • Fluent in English (written and spoken).
  • Our Animal Health division is a trusted global leader in veterinary medicine, dedicated to the health and well-being of animals.

    We are a global team of professionals working together to make a positive difference in animal care and the world’s food supply and have a deep sense of responsibility towards our customers, consumers, animals, society and our planet.

    We offer one of our industry’s most innovative portfolio of products, services and technologies that serve to prevent, treat, and control diseases across all major farm and companion animal species.

    Who we are

    Merck & Co., Inc., Kenilworth, New Jersey, USA is known as Merck in the United States, Canada & Puerto Rico. We are known as MSD in Europe, Middle East, Africa, Latin America & Asia Pacific.

    We are a global biopharmaceutical leader with a diverse portfolio of prescription medicines, oncology, vaccines and animal health products.

    We are driven by our purpose to develop and deliver innovative products that save and improve lives. With 69,000 employees operating in more than 140 countries, we offer state of the art laboratories, plants and offices that are designed to Inspire our employees as we learn, develop and grow in our careers.

    We are proud of our 125 years of service to humanity and continue to be one of the world’s biggest investors in Research & Development.

    What we look for

    In a world of rapid innovation, we seek brave Inventors who want to make an Impact in all aspects of our business, enabling breakthroughs that will affect generations to come.

    We encourage you to bring your disruptive thinking, collaborative spirit and diverse perspective to our organization. Together we will continue Inventing For Life, Impacting Lives while Inspiring Your Career Growth.

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