Application Service Manager SAP & SFDC (Milan)
Today, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.
Service Manager on SAP (R2R, S2P) and SalesForce support. Is responsible for coordinating L2 and L3 support groups, monitoring tickets incidents and performances. Good knowledge on support activities and Service Delivery in an ITIL organization. Good knowledge on SAP ERP in general and specifically on R2R and S2P. Good knowledge on SFDC. Manage escalations, identify and lead Problems resolution, ensure documentation (Knowledge Base, processes) is up to date.
Monitor support groups on a daily basis, ensure incident are assigned and managed efficiently and on time. Manage escalations.
SME for Level 2 support of application in scope (SAP R2R/S2P + SFDC)
Monitor performances of groups and individuals. Identify and address weaknesses on skills or capacity.
Identify recurring incidents, raise and manage problem tickets.
Participate in hand-over phase from BUILD to RUN for new applications or modules: deep dive into applications, understand support needs, participate to the staffing, organize the knowledge transfer and documentation.
Continuously improve, document and communicate the IT Knowledge Base, known issues and workarounds within IT support team across functions and regions.
Good understanding of the business processes and concepts being used
Good knowledge of ITIL process
Proven experience in SAP R2R/S2P + SFDC
Good capacity to lead a team
Analytical skills and attention to details
Can effectively collaborate and communicate with internal and external partners
Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.
People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.