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
Get the latest ARTSODA vacancies, straight in your inbox
Don't miss another opportunity, simply fill in your details below and we'll email you when new vacancies comes in.
Privacy and cookies policy
1.1 We are committed to safeguarding the privacy of our website visitors; in this policy we explain how we will treat your personal information.
2. Collecting personal information
2.1 We may collect, store and use the following kinds of personal information:
(a) Information about your computer and about your visits to and use of this website including your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths
(b) Information that you provide to us when registering with our website including your email address and other personal details
(c) Information that you provide when you provide when applying or expressing interest in an advertised vacancies or completing your profile on our website including your name, profile pictures, gender, date of birth, address details, interests and employment details
(d) Information that you provide to us for the purpose of subscribing to our email notifications and/or newsletters including your name and email address
(e) Information that you provide to us when using the services on our website, or that is generated in the course of the use of those services including the timing, frequency and pattern of service use
(f) Information contained in or relating to any communication that you send to us or send through our website including the communication content and metadata associated with the communication
(g) Any other personal information that you choose to send to us; and provide details of other personal information collected.
2.2 Before you disclose to us the personal information of another person, you must obtain that person's consent to both the disclosure and the processing of that personal information in accordance with this policy.
3. Using personal information
3.1 Personal information submitted to us through our website will be used for the purposes specified in this policy or on the relevant pages of the website.
3.2 We may use your personal information to:
(a) Administer our website and business
(b) Personalise our website for you
(c) Enable your use of the services available on our website including the ability to express interest in or apply for listed vacancies and only where required and with your express consent will transfer your personal details and any attachments to the appropriate recruiter.
(d) Send you email notifications that you have specifically requested
(e) Send you our email newsletter, if you have requested it. You can inform us at any time if you no longer require the newsletter
(f) Send you marketing communications relating to our business, where you have specifically agreed to this, by email or similar technology you can inform us at any time if you no longer require marketing communications
(g) Provide third parties with statistical information about our users but those third parties will not be able to identify any individual user from that information
(h) Deal with enquiries and complaints made by or about you relating to our website
(i) Keep our website secure and prevent fraud
(j) Other uses
3.3 If you submit personal information for publication on our website, we will publish and otherwise use that information in accordance with the licence you grant to us.
3.4 We will not, without your express consent, supply your personal information to any third party for the purpose of their or any other third party's direct marketing.
4. Disclosing personal information
4.1 We may disclose your personal information to any of our employees, officers, insurers, professional advisers, agents, suppliers or subcontractors insofar as reasonably necessary for the purposes set out in this policy.
4.2 We may disclose your personal information to any member of our group of companies this means our subsidiaries, our ultimate holding company and all its subsidiaries insofar as reasonably necessary for the purposes set out in this policy.
4.3 We may disclose your personal information:
(a) To the extent that we are required to do so by law;
(b) In connection with any ongoing or prospective legal proceedings;
(c) In order to establish, exercise or defend our legal rights including providing information to others for the purposes of fraud prevention
(d) To any person who we reasonably believe may apply to a court or other competent authority for disclosure of that personal information where, in our reasonable opinion, such court or authority would be reasonably likely to order disclosure of that personal information.
4.4 Except as provided in this policy, we will not provide your personal information to third parties.
5. International data transfers
5.1 Information that we collect may be stored and processed in and transferred between any of the countries in which we operate in order to enable us to use the information in accordance with this policy.
5.2 Information that we collect may be transferred to the following countries which do not have data protection laws equivalent to those in force in the European Economic Area: the United States of America.
5.3 Personal information that you publish on our website or submit for transfer to recruiters may be available, via the internet, around the world. We cannot prevent the use or misuse of such information by others.
5.4 You expressly agree to the transfers of personal information described in this Section 5.
6. Retaining personal information
6.1 This Section 6 sets out our data retention policies and procedure, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal information.
6.2 Personal information that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.
6.3 Notwithstanding the other provisions of this Section 6, we will retain documents (including electronic documents) containing personal data:
(a) To the extent that we are required to do so by law;
(b) If we believe that the documents may be relevant to any ongoing or prospective legal proceedings; and
(c) In order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk).
7. Security of personal information
7.1 We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.
7.2 We will store all the personal information you provide on our secure password- and firewall-protected servers.
7.3 All electronic financial transactions entered into through our website will be protected by standard and proven encryption technology protocols.
7.4 You acknowledge that the transmission of information over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.
7.5 You are responsible for keeping the password you use for accessing our website confidential; we will not ask you for your password except when you log in to our website.
8.1 We may update this policy from time to time by publishing a new version on our website.
8.2 You should check this page occasionally to ensure you are happy with any changes to this policy.
8.3 We may notify you of changes to this policy by email
9. Your rights
9.1 You may instruct us to provide you with any personal information we hold about you; provision of such information will be subject to:
(a) The supply of appropriate evidence of your identity for this purpose, we will usually accept a photocopy of your passport certified by a solicitor or bank plus an original copy of a utility bill showing your current address.
9.2 We may withhold personal information that you request to the extent permitted by law.
9.3 You may instruct us at any time not to process your personal information for marketing purposes.
9.4 In practice, you will usually either expressly agree in advance to our use of your personal information for marketing purposes, or we will provide you with an opportunity to opt out of the use of your personal information for marketing purposes.
10. Third party websites
10.1 Our website includes hyperlinks to, and details of, third party websites.
10.2 We have no control over, and are not responsible for, the privacy policies and practices of third parties.
11. Updating information
11.1 Please let us know if the personal information that we hold about you needs to be corrected or updated.
12. About cookies
12.1 A cookie is a file containing an identifier, a string of letters and numbers that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.
12.2 Cookies may be either "persistent" cookies or "session" cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.
12.3 Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.
12.4 Cookies can be used by web servers to identify and track users as they navigate different pages on a website and identify users returning to a website.
13. Our cookies
13.1 We use both session and persistent cookies on our website.
The names of the cookies that we use on our website and the purposes for which they are used are set out below.
14. Analytics cookies
14.1 We use Google Analytics Universal to analyse the use of our website.
14.2 Our analytics service provider generates statistical and other information about website use by means of cookies.
14.3 The information generated relating to our website is used to create reports about the use of our website.
15. Blocking cookies
16.1 Most browsers allow you to refuse to accept cookies; for example:
(a) In Internet Explorer you can block cookies using the cookie handling override settings available by clicking "Tools", "Internet Options", "Privacy" and then "Advanced";
(b) In Firefox you can block all cookies by clicking "Tools", "Options", "Privacy", selecting "Use custom settings for history" from the drop-down menu, and un-ticking "Accept cookies from sites"; and
(c) In Chrome, you can block all cookies by accessing the "Customise and control" menu, and clicking "Settings", "Show advanced settings" and "Content settings", and then selecting "Block sites from setting any data" under the "Cookies" heading.
16.2 Blocking all cookies will have a negative impact upon the usability of many websites.
16.3 If you block cookies, you will not be able to use all the features on our website.
17. Deleting cookies
17.1 You can delete cookies already stored on your computer; for example:
(a) In Internet Explorer, you must manually delete cookie files you can find instructions for doing so at http://windows.microsoft.com/en-gb/internet-explorer/delete-manage-cookies#ie=ie-11;
(b) In Firefox you can delete cookies by clicking "Tools", "Options" and "Privacy", then selecting "Use custom settings for history" from the drop-down menu, clicking "Show Cookies", and then clicking "Remove All Cookies"; and
(c) In Chrome, you can delete all cookies by accessing the "Customise and control" menu, and clicking "Settings", "Show advanced settings" and "Clear browsing data", and then selecting "Cookies and other site and plug-in data" before clicking "Clear browsing data".
17.2 Deleting cookies will have a negative impact on the usability of many websites.
18. Data protection registration
18.1 We are registered as a data controller with the UK Information Commissioner's Office.
19. Our details
19.1 This website is owned and operated by Artsoda Media Ltd., a company registered in England charity (number 10897417). Our trading address is 15 Stratton St., Mayfair, London, W1J 8LQ, UK. If you have any other questions about this policy, you can write to us at our head office or email email@example.com or call us on +442030360031.