Job Description Job Title: Reports to: Team: Location: Applications Leader (SAP) (BISRID_014) Head of Service Delivery BIS Nelson Job Purpose To be responsible for the provision of the management and control of the SAP Applications portfolio to the DCWW user base (this includes all products within the SAP footprint, all interfaces to non-sap applications and mobile working) You will have full responsibility (via the ICT suppliers) for service management, applications management, incident management and change management for the SAP applications and adherence to SLA's. This will include responsibility for overseeing the support delivered by the ICT suppliers this includes the remote support teams, operational support and project teams. Support may be provided both to users of the systems and to service delivery functions. Support typically takes the form of investigating and resolving issues and providing information about the systems. It may also include monitoring their performance. Issues may be resolved by providing advice or training to users about a SAP application's functionality, correct operation or constraints, by devising work-arounds, correcting faults, making general or site-specific modifications, updating system documentation, manipulating data, or defining enhancements - often in close collaboration with the technical teams and/or with colleagues specialising in different areas, such as network administration and applications support. You will be responsible for 3 Application Analyst and 1 ASAP Analyst / PM. As SAP Applications Leader you will: Be responsible for ensuring high quality SAP applications services to the user base of DCWW. Ensuring that the ICT suppliers provide high quality service at all times Be responsible for the development and delivery of the SAP applications & product architecture roadmap of the Data Centres for AMP5 In collaboration with the Service Delivery Leadership Team, contribute to the development and delivery of the BIS strategy in support of the corporate plan Ensure that appropriate action is taken to investigate and resolve incidents and problems in systems and services
Ensure that incidents and problems are fully documented within the relevant reporting systems Coordinates the implementation of agreed remedies and preventative measures Provide high quality management information on customer service levels Principal Accountabilities to provide applications strategy & direction on all SAP services to ensure all SAP application services are available within the prescribed services levels to ensure the ICT suppliers are compliant with their change management protocols related to the SAP environment (both management and technical) to ensure the ICT suppliers have full control and management of their supply chain within the SAP environment to worke closely with the ICT suppliers to determine the SAP applications roadmap and service delivery processes as an intermediary between functional owners (Projects) and the SAP technical support organisation in relation to development, implementation and support of SAP functionality. Responsibility to ensure the continuity of SAP processes during the first phases of the client go live the role will predominantly focus on incident management, route cause analysis and SAP change management processes to discuss and agree functional and technical demands and appropriate solutions with Project Managers to maintain contact with Project Managers (functional owner) and advise on the functional and technical feasibility regarding request for changes, advising if solutions are most appropriate for the interim period during the implementation window, to be involved in incident resolution, becoming less so over the go-lives as the focus shifts to SAP change management to manage the relationship with functional and technical consultants to provide both incident resolution and development services to ensure that procedures, quality assurance, templates and documentation according to the current SAP standards to participate in maintenance groups in the user organisation to balance the requirements of the functional owner with planning, priority and budget to obtain up to date knowledge about SAP developments in the functional area to inform Project Managers on new developments in SAP to maintain the integrity, manageability and architectural aspects of the SAP systems to assist with creation of functional and technical specifications during the first phases of the client go live the role will predominantly focus on incident management, route cause analysis and SAP change management processes to be responsible for implementing the BIS security policy in the SAP environment to investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by the BIS Service Desk to handle customer complaints or any major incidents to analyse statistics or other data to determine the level of service BIS is providing to write reports analysing the service that BIS provides meeting with other managers to discuss possible improvements to the SAP service to be being involved in staff recruitment and appraisals to training staff to deliver a high standard of customer service to lead or supervise a team of analysts
Skills Required Deliverables Reporting to keep ahead of developments in the SAP environments by reading relevant journals, going to meetings and attending courses such other activities as may required to fulfil the objectives of the role Good knowledge of SAP products Broad knowledge and understanding of a complex applications and technology infrastructure. Good knowledge and understanding of system development lifecycle and its implications on BAU service Good knowledge and understanding of incident management protocols and procedures Have excellent relationship management skills Be able to work in a pressurised situation during incidents Service line activities (issues, risks, availability, capacity, reporting, resourcing, financials) on the each of the key applications Project initiation documents defining high-level scope when required Business requirements document describing the project's objectives, when required Business cases defining the costs and benefits associated with requested changes when required Weekly reports will be produced showing progress against outstanding milestones, status, resource requirements, issues, risks and dependencies. Monthly reporting on service availability by key application Experience, Qualifications and Skills Description Assessment Method A I T Broad knowledge and understanding of a complex applications and technology infrastructure Good knowledge and understanding of system development lifecycle and its implications on BAU service Good knowledge and understanding of incident management protocols and procedures Be able to work in a pressurised situation during IT GOLD incidents Have excellent relationship management skills Excellent working knowledge and experience of SAP products and functionality Demonstrated leadership and management skills. Keen attention to detail. Strong written and oral communication skills and an open communication style with the ability to ideas of new ways of working to improve business efficiency Strong customer service orientation Experience of working in a team-oriented, collaborative environment. Being able to develop information and provide it to others
Key: A Assessed via application form I Assessed at interview T Assessed using psychometric / ability test Working Relationships Work closely with the Head of Service Delivery to align activities and best practice Work closely with the Head of Application (Non-SAP) to align activities and best practice Work closely with the solution architects to provide aligned roadmaps Work with business owners to understand requirements Work with the Project Sponsors to understand and document project objectives and scope. Work with delivery work streams to communicate business objectives and requirements, make decisions on delivery options and produce delivery costs and timescales. Work with other related programmes and programme support officers to understand and manage project dependencies. Work with project managers to plan analysis work and highlight risks and issues. Work with Business Sponsors to define accurate, meaningful and measurable business cases. Work with the business owners to define acceptance criteria. Competencies Achievement Motivation - The drive and energy to produce excellent results and to continually find ways of improving relationships, outputs and processes. Commercial Awareness - The understanding of the economics of business. The understanding of the business benefits and commercial realities, from both the organisation s and the customers perspectives. Communication skills The drive and ability to exchange appropriate information with relevant people at the right time. The desire and skills to seek first to understand as well as to be understood. To be as open as confidentiality allows. Corporate Representation - The enthusiasm and ability to lead by example and to project a positive and professional image of DCWW with all contacts and stakeholders at all times. Creativity/innovation The ability to look at issues from a broad perspective, to come up with imaginative solutions, and to identify innovative alternatives to typical, unusual or difficult situations or problems. Critical Thinking - The ability to gather, understand, analyse and interpret information & concepts, verbal or numerical, about people or situations, quickly. Decisiveness - The ability and readiness to make timely, practical and resource effective decisions, and to act on conclusions reached. Developing People The ability to set clear goals for others; to assign responsibility; to measure performance; and to seek and deliver feedback to achieve quality, timely results and enhanced individual performance. Environmental & Organisational Awareness - The awareness of economic, environmental, social and political factors, current and changing, likely to affect the job or the organisation. The ability to assess the impact of these factors on the job or the organisation and to overcome challenges and seize opportunities to optimise effectiveness. Assessment Method A I T
Influencing Skills - The ability to make a clear, persuasive presentation of ideas or facts, verbally or in writing; to convince others; to gain agreement or acceptance of proposals or views. Initiative - The ability to actively influence events rather than passively accept them. The ability to see opportunities and to act on them, to originate action. Interpersonal Sensitivity - The awareness of other people and the environment and one s own impact on these. The ability to get on with people in different situations and to work with others to achieve mutual goals. Judgement - The ability to evaluate people and situations and to reach logical, fair decisions. An unbiased, common sense approach Leadership The ability to understand the business needs and to translate these into a shared purpose, strategy and objectives and to motivate and inspire others to work towards these. The ability to gain the respect and commitment of others. Ownership and reliability The readiness to take responsibility for projects or issues and to be accountable for their timely delivery and quality. The capacity and motivation to fulfil consistently any undertakings made. The habit of never letting people down, or promising what can't be done. Resource / Project Management The ability to establish an appropriate course of action, either for oneself or for others, and to manage all resources (to include people, budgets, contracts, systems and processes) effectively, in order to achieve an objective Self Development The ability to actively seek to understand one s own strengths and development areas and to work continually towards achieving one s potential. Teamwork The belief in the value of synergy; the drive and ability to work with others to achieve a common goal in an optimally effective way If you believe you have the skills and experience necessary to make a success of this role, please apply online by completing our application form at: http://www.dwrcymru.co.uk/index.asp (select Careers to take you to current vacancies) Closing date: 24 January at midday Dwr Cymru Welsh Water is an Equal Opportunities Employer