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Application Support Engagement Manager

Christie's
Auction Houses, Digital
   Location: London
   Salary: ON application
Experience: Mid-Senior Level
  Organisation: Christie's
Deadline: 28/04/2019

Position Summary:

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.

Key Characteristics:

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.

Key Interactions:

Within Christie’s IT team

  • Product Owners
  • Product Managers
  • Solution Architects
  • 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

Experience Requirements:

  • 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
  • Managed Supplier Performance indicators: Quality, Cost & Delivery (QCD)
  • Experience working with multiple IT methodologies, including Dev Ops, Agile and Waterfall Approach; and an understanding of how these will impact SLA and KPI reporting
  • Ensuring end users are receiving the appropriate assistance
  • Proven history of managing multiple outsource partners onshore and offshore
  • Natural flair for influencing senior executives
  • Proven experience in complex IT Delivery and Support organisation
  • Strong understanding of Oracle package applications – including any experience with Siebel, JDE or OBIEE an advantage.
  • Experience in working for a MSP (Managed Services Provider)

Required Skills:

  • Expertise across Contract Management, Performance Management & Relationship Management, across any Indirect areas
  • Excellent Problem Solving and Root Cause Analysis skills
  • A proactive & flexible approach to planning and meeting demanding deadlines
  • Excellent written and verbal communication skills and ability to produce clear, concise, detailed documentation.
  • Cultural awareness and sensitivity, with the ability to build and maintain long-term supplier relationships
  • Team player with the ability to collaborate and work across teams and geographies
  • Flexible, pragmatic and professional approach, with ability to anticipate problems and work with incomplete information.
  • Ability to understand business drivers and how to negotiate mutually beneficial outcomes
  • Must be relatively hands-on and willing to liaise directly with stakeholders when required, to deliver best in class service and resolve any issues/complaints/queries
  • Knowledge of risk management, identification, analysis, forecast and action planning.
  • Effective evaluation of supplier’s business, technical, delivery and support readiness
  • Willingness to take responsibility for areas outside of their core remit
  • IT skills to support data analysis, manipulation and presentations
  • Expertise in relationship management tools and techniques.
  • Expertise in problem solving techniques, e.g. PFMEA.

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