Global Enterprise Applications Service Manager Milano

Global Enterprise Applications Service Manager
Milano
Lombardia, Milano

Who we are**Amplifon **is an Italian multinational company and the global leader in hearing care solutions and services.

With over **20, 000 professionals** and a **network of 9, 500 points of sale in 26 countries**, Amplifon helps people **rediscover the emotions of sound**.

The company values people as the key to its success, offering growth opportunities in a multicultural and international environment.

Amplifon has been recognized as a "Top Employer 2024" in Europe, the United States, and New Zealand by the Top Employers Institute. Amplifon is working on boosting a Winning Culture that will lead our employees towards the future, starting from the improvement of our Winning Workplace.

Aligned to this goal, we offer a hybryd working policy, allowing employees to work **9 days/month remotely**.

**What we are looking for**The primary purpose of the **Global** **Enterprise Applications Service Manager **is to:

- Manage the Service Desk dealing with internal/external customer enquiries and incidents for a global provider products and services in the healthcare sector.

- Monitoring the request of Level 1 to evaluate the possibility to enhance the "how to", defect and resolution.

- Monitoring KPI and SLA defined in AMS contract with system integrator for L2 support.

- Coordinate small enhancement raised during AMS managing prioritization and follow the delivery

- Monitoring the integrations layer leveraging prebuilt dashboard.

- Monitoring and escalate with L3 support high and critical defects.

- Coordinate with cross functional teams for defect resolutions.

- To ensure incidents are logged accurately and timely and passed to second line support teams, manage ticket systems, and be responsible for customer communications for service alerts and maintenance.

- Identifiy any possible enhancement requested in the process or in the system by a critical analysis of recurring issues.

**Key Accountabilities and Responsibilities

- Oversee the incidents, problems, change and requests.

Manage and coordinate urgent and complicated support issues, become the incident manager in major incidents in the region.

- Act as escalation point for all **incidents **and **requests **in the region related to the **Supply Chain area**.

- Support the process of determine root cause of issues and communicate appropriately to internal and external customers.

- Provide data and reporting of KPI's and trends to Management and others in ad-hoc, weekly, monthly, and as needed related to the region.

- Cooperate with AMS Global Director in the consolidation of the AMS view and reporting.

- Coordinate small evolutions impacting Corporate and EMEA

- Other tasks as deemed appropriate by Manager

**What you'll need

- High proficiency using MS Office Suite

- Strong knowledge of ServiceNow

- Strong knowledge of implementing Oracle Cloud SCM projects end to end

- Knowledge of multi-platform systems with several integrations between ERP and CRM systems

- Strong experience in delivery and implementation working for a consultancy/ systems integrator

- Overall strong Project Management capabilities and proven experience in delivering complex Oracle Applications projects using Oracle AIM and OUM methods.

- Knowledge of PMP or other formal delivery methodologies and experience of Project Management best practice

- Knowledge of business analysis methodology and proven practice of process mapping

- Eager to discover what features and functionalities Oracle is releasing quarterly and present them to the business ad continuous improvement.