Manager, Supply Chain IT Operations, Change and Reliability

Position Summary

We are seeking a  Manager, Supply Chain IT Operations, Change, and Reliability  whose primary objective is to align with the business and collaboratively design, deliver, manage, and improve the way businesses use information technology (IT) services. It is to ensure Operational Excellence and drive Service Quality and improve service levels across Supply Chain Applications and Infrastructure Services. She / He will perform as Change Agent and be responsible for communication and track/support delivery performance. Perform quality Change Management and Governance across the ERP domain, and Supply Chain Integration applications to make sure our business operates without reliability incidents.

The individual will be responsible for some of the projects to modernize technology platforms such as next-generation peripheral systems for 5 regional SAP systems in the Asia Pacific region.

The person must have deep  Service Excellence and/or execution experience  within a highly matrixed environment and demonstrated excellence in the strategic leadership of enterprise-ready software applications/platforms including ERP, Integrations, cloud computing, and network services. This role will also support the supply chain management team with the business & organizational change management communication, to facilitate and shape the organization to the next level.

The individual will have the following responsibilities:

• Participate in respective service operation meetings, lead & own the reliability (P1, P2 incidents)-related topics to make sure plan and closure are shared with stakeholders
• Manage escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled
• Reduce escalation volume by leading improvements plans - monitoring and developing dashboards to proactively monitor trends and use data to work with other TS Service Owners to meet expectations and/or optimize productivity
• Identify/facilitate the identification of areas for process improvements to ensure the continual suitability, adequacy, and effectiveness of the processes
• Strategize and shape future change & support operation model for the Asia Pacific region. We are expecting global-scale next-generation ERP implementation in the Asia Pacific. Given Asia Pacific has time zone challenges and lessons learned from the past, we need to shape the model for the future.
• Lead Change Advisory Board, standardize and implement Change and Release controls across ERP and integration platforms.
• Ideate, architect, and bring Technology solutions that bring organization to advance the reliability of platforms across ERP, Integrations, and integrated application systems.
• Build and sustain effective communications with all stakeholders in the company to achieve maximum client satisfaction
• Partner with the Manufacturing & Logistics team to shape and improve supply chain site (DC, manufacturing) related operations in terms of reliability through communication with relevant stakeholders