SAP Technical Services Manager - Memphis, United States - Sylvamo

    Sylvamo
    Sylvamo Memphis, United States

    3 weeks ago

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    Description
    SAP Technical Services Manager
    Memphis, TN, USAReq #1762
    Friday, April 26, 2024
    At Sylvamo, we're a team on a mission.

    Joining us, you'll be helping to sustain forests and renew ecosystems, while delivering on the promise of paper to educate, communicate and entertain the world.

    Come grow with us

    The SAP Technical Services Manager is responsible and accountable for all SAP Basis Administration-related applications and database functions required to implement and sustain a dynamic, large scale, integrated, multi-tiered SAP environment consisting of, but not limited to ERP, BW, SCM, CRM, Enterprise Portals, Solution Manager, Business Objects, Data Services and other NetWeaver based systems.

    This position reports to the Senior IT Manager, Technical Application Services, and is responsible for managing the relationship with external service providers to provide the aforementioned services.

    This position will have regular interaction with managed service providers to ensure that Sylvamo systems are meeting all aspects of the service level agreements (SLAs) and processing projects, requests, incidents, and enhancements in a timely manner.


    The primary responsibilities include:

    • Hold our managed service partners accountable for providing reliable, resilient, high-performing, and cost-effective processing, storage, and transmission of data among internal applications, external customers, vendors, service providers, and other business partners. This processing, storage, and delivery of near-time and real-time data is critical for our company to do business across major process areas that include Order Management, Manufacturing, Maintenance, Procurement, Distribution, Finance, and Human Resources.
    • Participate on the Technical Application Services Lead Team.
    • Plan, assign and monitor projects and tasks.
    • Complete performance activities and technical reviews of managed service providers.
    • Direct the establishment of appropriate processes to ensure the day-to-day operation of the SAP environment.
    • Deliver a stable, available, secure, controlled (SOX), sustainable, and recoverable SAP environment for Sylvamo.
    • Achieve high level of customer satisfaction and appropriate level of availability through monitoring, alerting and management of all factors that impact businesses' ability to operate.
    • Work with IT vendors to supply the services in scope while balancing cost and performance.
    • Work with peers to achieve high levels of customer satisfaction through monitoring and management of all services that impact the business's ability to operate; influence people, process, and technology choices to optimize our services and support model, leveraging proactive resolution of potential service interruptions.
    • Accountable for operational metrics which are monitored, collected, and reported in a timely manner.
    • Adopt methodologies to ensure that defects are identified and quality of service is uninterrupted by technology changes.
    • Establish and maintain collaborative relationships with key IT service providers to manage and optimize the services and support necessary for an effective and efficient IT organization.

    Key Accountabilities :


    Operations and Support

    • Ensure that the SAP Basis supported infrastructure is developed, maintained, and supported such that it meets clients' needs and effectively uses standards, policies, and procedures to ensure efficiencies of scale are realized.
    • Ensure the development, implementation, and maintenance of effective monitoring and performance systems for each SAP application area that enable management, service providers, and clients to readily understand process performance and quality of service.
    • Coordinate frequent reviews of each technology roadmap with the Enterprise Architecture team to ensure adjustments in the overall IT strategy are incorporated into the annual planning cycle.
    • Utilize targeted metrics for reporting vendor compliance/performance, leveraging scorecards appropriately.

    Planning

    • Develop and administer capacity planning for each SAP application area to ensure the robustness and performance of the infrastructure meets the business demand.
    • Oversee the project and support requirements for the SAP application area and work with associated ETS & EAS teams to address peaks in demand, and react to balance service quality.

    Strategic Planning

    • Maintain good lines of communication within ETS/EAS to help facilitate the short-term and long-term objectives of the SAP environment as it relates to both the systems overall health as well as being agile enough to meet business requirements.
    • Coordinate frequent reviews of each technology roadmap with the Enterprise Architecture team to ensure adjustments in the overall IT strategy are incorporated into the annual planning cycle.

    Leadership

    • Facilitate the adoption of a service oriented architecture enabling composite application development and reuse.
    • Interface with management to establish priorities, set budget requirements, review performance and align service delivery with business direction.
    • Manage assets effectively and leverage change and configuration management to keep records accurate.
    • Work with vendors to ensure service levels are met and expectations managed, while providing leadership in continually improving and maturing partnerships to provide the highest level of customer service.
    • Manage on-site vendors and their activities, utilizing them as staff augmentation for Sylvamo teams.
    • Assist in negotiating strategic enterprise agreements for key ITSD vendors, working with IT stewards such as Global Sourcing, the Vendor Management Office, and IT service providers.
    Maintain strong customer relationships and meet service level expectations for supported services:

    • Communicate effectively and build solid relationships with key customers and other IT groups at appropriate leadership levels.
    • Work with team members, business partners, vendors, and other IT stakeholders to define, document, and execute appropriate SLAs.
    • Leverage systems management and monitoring tools to provide 24x7 support in accordance with SLA's. Focus on process implementations/improvements for all supported platforms.

    Financial Management

    • Lead / participate in IT and business case analyses to determine and recommend infrastructure and architectural application modifications, interfaces, and cost estimates for system improvements.
    • Work with vendors to ensure service levels are met while managing costs.
    • Responsible for managing the ETS SAP budget.

    Challenges: The external environment, including technology, competition, markets:

    • Business environments and requirements change often, and the ability to react and support quickly is key to business success.
    • The potential for complex business mergers & acquisitions as well as divestiture activities places a critical demand on IT to support aggressive schedules and expectations.
    • Developing a highly effective outsourcing and managed services model will be key to success.
    • Ensure compliance with changing laws and applicable regulations across all states and countries in which Sylvamo operates.
    • Geographic, language, and cultural differences will serve as obstacles to truly global IT support processes.
    • Recruiting and retaining hot IT skills in tight job markets.
    The internal environment, including interaction with others, (both inside and outside the company) policies/practices:

    • Balancing high priority initiatives with continuous improvements as internal demand continues to far exceed supply (resources) and managing costs, while growing sustain costs continue to creep into a flat pool for IT investment.
    • Ensuring benefits of enterprise environment while providing flexibility of services for multiple businesses, geographical regions, and projects.
    • Application portfolio and business process complexity and the need to simplify, standardize, and streamline will result in some very challenging work.
    • Ability to source the right outsourcing and managed services partners for the optimal balance of cost/performance.

    Scope:

    • Approximate Annual Budget of $XMM.
    • Service and Support of all IT customers (~7,500) from all locations across the globe.
    • Complex vendor management and contract negotiations.
    • Sustain quality services at 24x7x365 availability/support for Sylvamo's global operations.

    Competencies: Strength in or mastery of the following competencies:

    • Business Acumen
    • Customer Focus
    • Business Savvy
    • Operational Excellence

    Knowledge and Experience :


    • Twelve to fifteen years of experience in an Information Technology role with 10 years of general system or application management and leadership.
    • College degree required with an emphasis in computer science, information technology or computer engineering. Post-graduate MBA or business degree a strong plus; other independent study in business and/or computer science. helpful. SAP experience preferred.
    • Ability to communicate effectively with management and technical professionals
    • Strong oral and written communication skills.
    • Effective conflict management skills.
    • Proven people development and effective employee engagement skills.
    • Ability to lead and motivate others; achieving results through the management of others.
    • Is dedicated to maintaining relationships with customers and partners to meet or exceed expectations.
    • Can create and maintain an effective team.

    Organizational Relationship: This position reports to Senior Manager - Technical Application Services

    • Senior Manager - Technical Application Services reports to Director -– Enterprise Technical Services
    • Director of Technical Services reports to the CIO

    Comments:

    • Often this position will be required to go beyond the role of the Enterprise Technical Services organization to address business, customer or vendor problems.
    Sylvamo partners with you and your family on your health and wellness journey.

    We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability, life insurance, and a generous 401(k) plan with matching company contributions, and more.

    Sylvamo is here for all stages of life. We also offer paid time off and paid holidays per year.
    The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.
    Sylvamo is an Equal Opportunity/Affirmative Action Employer.

    All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.


    Other details

    • Job FamilyInformation Technology
    • Job FunctionInfrastructure
    • Pay TypeSalary
    • Memphis, TN, USA
    Sylvamo is an Equal Opportunity/Affirmative Action Employer.

    All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.