Manager, Application Support

divh2Be Your Best Self/h2pOur mission is to be a trusted workplace for team members to be their whole selves at work. A company that people love and positively impacts the lives of all whom we touch./ppAt Interstate Batteries, you have the chance to be excellent at work and excellent at life. We know that professional success depends on personal wellbeing. Thats why we want to enrich your life with the tools and services you need to succeed in every area of your life. Join us!/ph3Manager, Application Support/h3pThe Manager, Application Support will be responsible for managing a tier two support team as well as managing an outsourced SAP AMS team. The tier two support team primarily supports custom applications that Interstate Batteries distributors and franchisees utilize in daily operations. The other component of this job is in the role of service delivery manager for our SAP AMS team. SAP is utilized by Interstate Batteries corporate function to run their operations./ppJob Components:/pulliBe the central point of contact between Interstate Batteries and the SAP AMS team./liliLeads monthly and quarterly governance meetings to drive continuous performance improvement with the SAP AMS team./liliDefines, tracks and measures the metrics and KPIs used to measure SAP AMS team performance./liliCo-leads daily/weekly calls with onshore/offshore SAP AMS team to review status of incidents and requests/liliImplement a continuous improvement process with the SAP AMS team that results in improved performance/liliFacilitate Root Cause Analysis (RCA) Investigate, document, provide preventative solution, of SAP AMS team service failures./liliManage the work of a direct report team of tier two support analysts to achieve the highest levels of quality and productivity, inclusive of team goal setting, individual goal setting, performance reviews, staff augmentation, performance improvement, and planning / directing all activities of team members in their charge./liliDevelop a thorough understanding of systems and master data/liliAssist in application problem triage/resolution, which may require off hours work/liliProvide leadership to team by communicating vision, strategy and objectives/liliWork on and coordinate special projects as requested./liliProvide support and back-up to the senior leadership./liliDevelop and mentor staff by providing opportunities for growth. This is accomplished through delegation, training (internal and external), and assignment to various project teams in addition to coaching and providing timely feedback./liliPerformance manage and coach direct reports to identify needed skill sets and growth opportunities./liliEducate staff on corporate and department direction and goals./li/ulpQualifications:/pulliCollege degree in computer related field or equivalent experience./liliMinimum three years experience as a service delivery manager of outsourced function./liliMinimum three years experience in an application support or related role./liliMinimum two years personnel management experience/liliDemonstrated competency in strategic thinking and leadership with strong abilities in relationship management among peers, team members, and within all levels of the organization./liliPreferred: SAP experience/liliWork effectively in team environment./li/ulpScope Data:/pulliIn collaboration with the AMS Partner, manage up to 40 offshore resources to ensure system performance and uptime. Also work with other niche partners to ensure day to day support of other integrated applications./liliCarries out manager responsibilities in accordance with IBSA policies and applicable laws./liliScope includes planning, assigning, and directing work; addressing complaints and resolving problems./li/ulpWork Environment:/pulliPotential travel up to 10% and could include international travel./liliMay frequently sit; use hands to type; use hands to handle or feel objects, tool, or control./liliOccasionally required to physically move from one location to another./liliNoise level is usually quiet./liliOccasionally required to stand or walk./liliHybrid work environment with a minimum of three days in the office per week./li/ulpNote: We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us./ppInterstate Batteries provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Interstate Batteries complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training./ppInterstate Batteries expressly prohibits unlawful discrimination on the basis of age, race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, medical condition, genetic information, national origin, ancestry, disability (mental and physical), marital status, military status, veteran status, citizenship or any other characteristic protected under applicable local, state or federal law./p/div