Manager - Application Support

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The 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.

Job Components:

• Be the central point of contact between Interstate Batteries and the SAP AMS team.
• Leads monthly and quarterly governance meetings to drive continuous performance improvement with the SAP AMS team.
• Defines, tracks and measures the metrics and KPIs used to measure SAP AMS team performance. 
• Co-leads daily/weekly calls with onshore/offshore SAP AMS team to review status of incidents and requests
• Implement a continuous improvement process with the SAP AMS team that results in improved performance
• Facilitate Root Cause Analysis (RCA) – Investigate, document, provide preventative solution, of SAP AMS team service failures.
• Manage 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.
• Develop a thorough understanding of systems and master data
• Assist in application problem triage/resolution, which may require off hours work
• Provide leadership to team by communicating vision, strategy and objectives
• Work on and coordinate special projects as requested.
• Provide support and back-up to the senior leadership.
• Develop 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.
• Performance manage and coach direct reports to identify needed skill sets and growth opportunities.
• Educate staff on corporate and department direction and goals.

Qualifications:

• College degree in computer related field or equivalent experience.
• Minimum three years’ experience as a service delivery manager of outsourced function.
• Minimum three years’ experience in an application support or related role.
• Minimum two years’ personnel management experience
• Demonstrated competency in strategic thinking and leadership with strong abilities in relationship management among peers, team members, and within all levels of the organization.
• Preferred: SAP experience
• Work effectively in team environment.

Scope Data:

• In 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.
• Carries out manager responsibilities in accordance with IBSA policies and applicable laws.
• Scope includes planning, assigning, and directing work; addressing complaints and resolving problems.

Work Environment:

• Potential travel up to 10% and could include international travel.
• May frequently sit; use hands to type; use hands to handle or feel objects, tool, or control.
• Occasionally required to physically move from one location to another.
• Noise level is usually quiet.
• Occasionally required to stand or walk.
• Hybrid work environment with a minimum of three days in the office per week.

Note: We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

Interstate 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.

Interstate 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.