Global IT Sr Specialist Applications Maintenance Service

Campari Group today is a major player in the global branded spirits industry, with a portfolio of over 50 premium and super premium brands, marketed and distributed in over 190 markets around the world, with leading positions in Europe and the Americas.

Headquartered in Milan, Italy, Campari Group owns 22 plants worldwide and has its own distribution network in 22 countries, and employs approximately 4,000 people.

Shares of the parent company Davide Campari - Milano N.V. are listed on the Italian Stock Exchange since 2001. Campari Group is today the sixth-largest player worldwide in the premium spirits industry.

General Description of the Role

The Global IT Senior Specialist Applications Maintenance Service is a key role in the Global IT team reporting to the Global IT Senior Director Supply Chain and is part of the Supply Chain Centre of Excellence.

The role will be responsible for the level 2 and 3 support and maintenance for specific non SAP applications  in the supply chain area and across a number of geographies. The focus of the position is:

• Implement service management governance and control across a broad range of supply chain applications maintained by multiple vendors such as:
  • Ensure proactive application optimization
•               incident reduction
•               user satisfaction
•               automation of recurring tasks.
  • Problem management activities for the reduction in recurring incidents and removal of major incident root cause
• Design and implement a new service integrator capability to support and maintain the ongoing digitization of the supply chain and approximately 20 varius supply chain specific applications

The objective of the role is to ensure the delivery of the services in this area managing external outsourcing providers.

Mission/Objectives

Coordinate in partnership with external outsourcing providers the Application Maintenance Services. That includes all the activities related to the operation, maintenance, versioning and upgrading of an application throughout its lifecycle and the advanced technical and functional support to end users.

Partnering with external outsourcing providers the role is accountable for the delivery of excellence services to the organization, reporting service level and ensure a continuous service improvement.

Key Responsibilities and Activities

• Manage an outsourced Application Maintenance Service ensuring excellent service level and driving continuous service improvement. The GSC application landscap comprises of also twenty different applications and ranging from globally critical to local and non critical applications supported by a similar number of application vendors and managed service providers
• Develop and review the managed service strategy for all GSC applications and once approved implement including where necessary selecting appropriate vendors through Campari standard practices including RFPs
• Be the Campari IT point of contact for any topic in Application Maintenance in the respective area of responsibility
• Acquire a good knowledge of Campari processes and leverage this knowledge to drive quality and improvements in the AM services
• Build strong relationship with Campari IT colleagues and with business key users.
• Outsourced Service management through Business oriented KPIs development and monitoring, Service reviews and SLA management.
• Ensure constant Application Performance Monitoring and proactive performance improvements
• Ensure the delivery of second and third level Application Support consistently and according to the agreed service level
• Ensure that Corrective and Evolutionary Maintenance are regularly performed according to the defined procedures
• Monitor the execution of root cause analysis and problem management
• Manage an external test factory service for all the applications is scope
• Ensure any new release of a SaaS Applications is implemented on time and without any business disruption
• Define learning paths and ensure the delivery of the required training sessions to reduce the user inquiries and increase the business value in using the applications
• Maintain and manage with the outsourcer an application upgrade strategy and calendar
• Lead the service provider in the introduction of automation for common, repeatable, manual tasks.
• Drive the implementation of Continuous Service Improvement practices to reduce recurring issues, enhance problem management, fasten resolution of critical incidents, improve productivity, optimize software licenses and increase end-user satisfaction
• Be an active member of CAB.
• Manage the introduction of new applications into the IT Service Delivery scope and ensure documentation is kept up to date
• Monitor and ensure a proper Knowledge Based is created, updated and available to both IT and business users
• Help to manage and prioritize backlog of support based on clear understanding of business criticality
• Develops and lead business process improvement initiatives

Key Relationships

Internal:  IT country management, ; Global IT Manager Integrated Service Delivery; SAP Platform Leads; Global IT Director Infrastructre & Operations Other Application Maintenance Service Leads; COE team;  Business Process Owners and Key Users

External:  external technology providers

Experience & Education

• Minimum 5 years of proven experience in IT in a multinational company with an IT outsourcing model or in an IT Consultancy firm focused on technology services. A past experience in FMCG company is a plus.
• At least 3 years’ experience in application management role
• Experience in adopting the ITIL framework in an organization
• Experience on the model to support SaaS applications
• International working experience (having lived and worked abroad) is a plus
• Experience of working in a matrix organization
• Experience in leading an outsouced team including near-shored and offshored services
• Excellent understanding and experience of using an ITSM tool and its capabilities as a service management platform.
• Well-developed interpersonal skills and ability to work collaboratively within a team and apply conflict management skills.
• Able to take ownership of complex technical issues.
• Bachelor's or master's degree in computer science, information systems, business administration or related field
• Fluency in English is a must, other languages are a plus
• ITIL V3 Foundation (required)
• Prince 2 and/or equivalent project methodology (desirable)
• Agile Methodology (desirable)

Required Skills & Traits

• Excellence service management skills
• Experience in vendor management is preferred
• Superior service-oriented approach to application maintenance, passionate about Service quality and attention to detail
• Cross Functional knowledge in FMCG Company
• Have an excellent understanding of all the key elements and processes relating to IT service management
• Exceptional customer relationship management skills and ability to create a culture of customer centricity
• Excellent analytical, strategic conceptual thinking, strategic planning and execution skills
• Have excellent communication skills at all levels with the ability to convey complex information
• Familiarity with cross cultural issues
• Interpersonal skills and very good team working

Required Technologies

• SAP MM-QM-PM-PP modules
• SAP APO and SAP IBP
• SAP EWM
• Coupa, OpCenter and legacy tools
• Drams
• Servicenow related to IT Service Management

Additional Requirements

Availability to travel internationally for short periods

People Managers and HR Business Partners at Campari Group are encouraged to have open career conversations with their team members and to support employee’s career development. We encourage you to share your decision of applying for this role to your direct manager and/or your local HR.