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Title:  Application Management Support Lead


Location: Shiodome
Division: Business Transformation Department, Global Cloud Service Delivery Group
Job level: Group Manager
Reports to: Vice President
Contract type: Full-time


Key Objectives of the Role

  • Lead Level-2 service support and SLA performance for all FOCUS application platforms (i.e. SAP S4/HANA, MDG, IBP, Success Factors, Solution Manager, PLM, etc.)  to all Regions countries
  • Ensure high and continuous satisfaction of business stakeholders (in Japan and all regions) on quality of IT support services delivered
  • Deliver and maintain optimized, best-in-class AMS (Application Management & Support) operating model, from an operational and financial point of view, in alignment with Shiseido’s vision, policy and compliance guidelines
  • Ensure highest quality and performance of services outsourced to AMS Vendor on behalf of BTF Lead and CIST
  • Support IT projects in integrating their solutions/platforms into AMS (within a DevOps model)  


Roles & Responsibilities

  • Lead creation, track and update of Service Level Agreements, ensure effective communication to business stakeholders and ensure sign-off; act as a point of contact for global business stakeholders for AMS
  • Work very closely with other workstreams and projects (solution team, deployment team, infra team, etc.) located in various locations to ensure successful adoption of central AMS (application management & support) model spanning across service integration, service management, change & release management and test management services in all region countries
  • Collaborate with Solution team and Release Manager to oversee and track projects and releases are going according IT processes using both agile and waterfall approaches; provide input to application and infrastructure scalability
  • Drive close cooperation with Region IT Heads and engage business units and executive stakeholders
  • Drive satisfaction of business stakeholders with clear communication on service performance and development, maintain point of contact for business stakeholders to convey feedback and concerns
  • Oversee Service platform Compliance for security, Access & Authorization and processes together with global service management
  • Manage centrally selected AMS service suppliers’ relationships. Drive KPI development and follow up on performance of AMS service suppliers across those agreed KPIs
  • Coordinate with finance team in budgeting and tracking AMS related spend
  • Lead and collaborate with AMS Vendor and SAP support; interact with internal teams, AMD Vendor and SAP support to trouble shoot and resolve complex problems
  • Examine potential areas for Service Improvement and raise proposals with the Service Manager


Basic Requirements

  • Practical knowledge and experience on SAP large sized deployment and service roll outs
  • Experience in providing services to agreed SLA’s and OLA’s
  • Experienced in Problem and Incident Management
  • Experience with working in an ITIL environment
  • Proactive and process mind set
  • Virtual & direct reporting team leading skills
  • Experience of subcontractor management
  • Practical experience Service build up and deployment
  • Strong experience in leadership and matrix organizations
  • Strong experience in supplier collaboration with offshoring model
  • Strong experience in working in international environment with stakeholders distributed globally
  • Demonstrated ability to communicate effectively with different stakeholders (both written and oral)
  • Excellent problem solving & team collaboration skills


Other Qualification

  • Has strong motivation for innovation / change​​​​​​​


Please note that English CV is requested for all applicants

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