IS ERP TimeZone Tower Manager for Application Run

02 Nov 2016
02 Dec 2016
Contract Type
Full Time
The ABB Global Business Services - Information Systems organization (GBS IS) is a unique unit providing software development and infrastructure services which support the business processes of ABB across the world. Everyday a team of talented developers, infrastructure experts, project managers, service managers and other specialists works on advanced IT solutions to improve the productivity, efficiency and effectiveness of ABB business operations. ABB is currently developing the IS Application Development and Maintenance Organization to consolidate and deliver high quality, cost-effective and innovative IS services to ABB business units around the globe. Joining the ABB IS ADM Organization, you will have the opportunity to work in a fast-paced, international environment, solve complex problems and grow together with the rapidly developing business. We are currently looking for candidates for the position of IS ERP TZM Tower Manager for Application Run to lead, supervise and develop the global team accountable (largely through 3rd parties) for the day to day delivery and operational performance of ERP application services in the IS landscape, ensuring its performance, continuous improvement and compliance in a specific timezone.

As an IS ERP TMZ Tower Manager for Application Run, you will be:
• Responsible for ensuring the day-to-day delivery and performance of ERP applications and services (internally and through 3rd party), as well as for its continuous improvement and control;
• Collaborate with Application Run Service Delivery Management and Operational Supply departments, with IS departments managers (IS Infrastructure in particular), and in particular with internal and 3rd party suppliers and other timezones;
• Accountable for ensuring the day-to-day delivery and performance of ERP applications and services. Efficiently co-ordinates between timezones the delivery and performance of ERP applications and services;
• Own the Application Run IS Supply (internal and 3rd party) and is accountable for the management and delivery of the contracted applications and services (Sourcing is accountable for managing the contracts);
• Actively and continuously monitors the execution and delivery of ERP services from internal and 3rd party Supply, takes action when services do not meet agreed service levels and initiates proactive actions to improve services and exceed business expectations;
• Co-ordinates and oversight the resolution of ERP Tower's tickets including but not limited to: 2nd/ 3rd level support incident investigation and diagnosis, corrective and proactive maintenance, bug fixing and standard changes;
• Ensure effective interfaces between local/ global IS teams for all IS ERP Tower activities;
• Review periodically the performance of the teams, the quality of the deliverables and the stakeholder's as well as end user satisfaction;
• Review regularly with all the stakeholders the quality of deliverables;
• Support the installation/ management/ maintenance/ optimization of internal and cross-functional processes related to Application Run. Utilize and perform assigned activities in incident management (including major incident management), request fulfilment, problem management, change management, release management and any additional process will be included in the future, to ensure day to day delivery of IS Services;
• Oversight any process related to 3rd party and internal IS Supply;
• Strongly collaborate with the IS Infrastructure organization, in particular Service Desk and Service and Supply Integration (SSI) areas, to ensure the effective management and operations of the of the Global Service Desk and SSI organizations;
• Support work in the domain is aligned to given goals and compliant with ABB IS Enterprise Architecture and any other applicable ABB Group Directives and ABB Group Guidelines, especially ABB IS Guidelines and Directive, which deal with IS service delivery;
• Manage assigned budget, if any, effectively and delivers activities within agreed schedules and costs. On request, participate in the definition of costs and schedules;
• Ensure and increases satisfaction with IS Services by assessing expectations, verifying that actions are taken to close any gap, and influencing stakeholder perceptions of IS Services;
• Manage relationships with Application Run, ADM, but in particular with 3rd party suppliers, GBSes, IS Infrastructure (Service Desk and SSI), other timezones and local experts (where applicable), to resolve issues and provide updates;
• Actively coordinate and provide input for any incident, change or project which has, or might have, a major impact on the IS Application Run department, and/ or on the whole of IS;
• Timely inform/consult relevant IS colleagues (and non-IS colleagues, where applicable) on any incident, change or project activities which may have a major impact on the others' areas of responsibility;
• Ensure (with HR Manager support) that the area of responsibility is properly organized, staffed, skilled and directed. Guide, motivate and develop direct and indirect subordinates within HR policies, for the benefit of both ABB and the employee;
• Ensure Global IS ERP TMZ Tower teams adhere to the IS process framework and governance model, as well as agreed RACIs and LEC specification;
• The key point of escalation in IS Application Run for ERP issues and complaints about applications and services supply, and about ERP TMZ Tower personnel;
• Participate and contribute in management meetings (internal and external).

• Above 3 year of IS experience with ERP applications and solutions;
• Above 1 year of line management or similar experience;
• Above 1 year of ABB experience needed;
• Strong IS developing and operations skills and a deep understanding of the overall context of business processes and IS technologies;
• Experience to translate business requirements into technical IS capabilities and solutions;
• Experience in project planning and execution as well as economic aspects of system management and life cycle;
• Knowledge of ITIL processes;
• Superior knowledge of IS technology;
• Fluent spoken and written English, local language(s) a big advantage.