Auction Houses, Digital Location: London Salary: ON application Experience: Mid-Senior Level Organisation: Christie's Deadline: 28/04/2019
The Application Support Engagement Manager will be responsible for supporting the Christie’s Technology Group and our 3rd party partner in providing a first-class level 2 and 3 application support function. Our global applications include our ERP, Auction Management system, website and 76 more applications across regions. You will manage the relationship and engagement with our 3rd party provider in the delivery of a high performing, knowledgeable and professional application support function. You will support our partner in focusing on best practice, continuous improvement and operational performance, in order to meet our organization’s expectations. You will drive supplier governance, reporting and performance management activities, you will conduct reviews of operational performance, capacity and business improvement targets.
The Application Support Engagement Manager will act as the top escalation point for Christie’s business and will build strong relationships with key business areas and super user groups. You will work across suppliers to build an efficient Level 1 to Level 2 process. You will work across suppliers to manage Level 2 support for Christie’s managed applications and 3rd party owned SAAS applications.
As an Application Support Engagement Manager, you will be responsible for the review and analysis of Quality and Delivery performance indicators (KPIs & SLAs) across the Christie’s Application Support landscape.
This will include:
Quality Assessment – Analyse the instances of reoccurring issues and themes. Manage and monitor continuous improvement actions across parties. Realize timely diagnosis of the supplier’s process in instances of issues and implement corrective action / recovery plan as required.
Delivery Risk Management – Supplier capability risk assessments and the utilization of these assessments to achieve improvements in performance and preventative risk management through improvement plans
Capacity Assessment – working with suppliers to identify risks to achieving targets.
Stakeholder Management – ensuring a harmonious relationship between the supplier and Christie’s business. While also building a deep partnership relationship with Christies’ Application Support supplier
Sustainability Planning – ensuring the coordination of necessary patches, upgrades and infrastructure changes are incorporated into demand and capacity planning
IT Governance – ensure the supplier remains compliant in the Christie’s IT Governance frameworks and mechanisms. While also ensuring supplier solution validation is maintained in compliance with the validation plan and takes into account changes (Business Changes, design, process) throughout the software life cycle.
This role provides a fantastic opportunity for the successful individual to take on a focused role requiring tangible deliverables.
Confident working in a fast-paced, multi-national, energetic team who strive for excellence.
Passionate, self-motivated and driven individual who has a strong functional understanding of package applications (including CRM, ERP and EPM solutions).
Possess a strong knowledge of accounting practices and commercial accounting arrangements
Attention to detail and accuracy in the review and provision of all appropriate documentation
Good communicator, able to liaise effectively with business and other technology delivery teams.
Have an open and transparent style of working that can influence and operate with both technical and business stakeholders effectively.
Within Christie’s IT team
Technology Leadership Team
Within the wider Christie’s business:
Executive Steering Committee
Global Head of Operations
Global Head of Finance
Global Head of Marketing
Global Head of Auction Departments
Christie’s Chief of Staff
Business Stakeholders/ Business Owners for Projects
Specific duties & responsibilities will include but are not limited to:
Lead a performance management governance model to allow for clear visibility of current status versus targets with regards to savings delivery, risk mitigation, and alignment with stakeholders
Carry out reviews of plan vs. actual and analyse performance of supplier
Develop reports and data reviews to validate governance reporting
Skilfully manage ADM supplier, providing financial and quantitative analysis on supplier delivery vs. business requirements and contractual commitments
Lead the creation of relevant documentation standards and agreements between Christie’s and the ADM Supplier
Work with the Product Owners to leverage the effective use of resources and best value delivery.
Ensure delivery of services that meet/exceed operational standards and integrity/security requirements
Ensure active management and maintenance of platforms (Platform “health”). Including patching and upgrade, problem management, capacity management.
Ensure that systems, processes and methodologies as specified are followed to provide effective monitoring, control and support of service delivery
Provide reports to an agreed schedule (or on request), including management and account performance reports
Attend service review meetings; areas covered will include performance reports, service improvements, quality and processes
Undertake Supplier Risk management and capacity assessment activities to ensure accurate supplier reporting
Communicate SLA strategies to team members
Education & Professional Membership:
BA/BSc in Accounting, Finance, Business Administration, Information Systems Management, Computer Science or related field, or an equivalent combination of education and/or experience.
MA / MBA & MCIPS preferred but not essential
ITIL Service Delivery qualification is desirable
Notable achievements related to procurement & commercial transformation (i.e. performance improvement, organisational re-design etc)
Rapid progression within your Application Support, ERP Delivery Management, or Strategic Sourcing & Category Management career to date, with an impressive track record of outstanding performance with regards to cost savings, risk mitigation, supplier management, stakeholder relationships
Impressive Supplier Relationship Management / Vendor Management career to date, delivering tangible benefits to your previous employers
Experience of commercial and contracting processes and procedures
Undertaken Supplier Risk management and capacity assessment activities
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