Senior Manager| SAP AMS| HR Solutions

Country: India (IN)
Location: Pune,
Location details:

At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name – people committed to providing our customers with lifting equipment and services that lift their businesses. Everything we do, we do with passion and drive.

We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills that enrich our community and we promote a place where we can ALL be ourselves. This is what makes Konecranes a unique place to work.

Qualification and Experience: Graduate/Post-Graduate/Professionally Qualified with 15+ years in SAP Consulting and Management

Company and Location: Konecranes and Demag Pvt Ltd. - SP Infocity, Fursungi, Pune

Website: http://www.konecranes.com

Your Key Responsibilities:
• Konecranes SAP is the leading ERP tool used in Material Delivery and Finance spheres in Konecranes. Having business exposure via Domain knowledge, Hands on Business consulting in SAP ERP space is an important requirement for this role.
• Lead, plan, direct and manage SAP and SuccessFactors operations & service delivery with a team of 40+ SAP experts. Be a single point of contact for the resolution of related incidents, service requests and problem tickets. Accountable for entire support process in functional, technical areas of ERP..
• Develop knowledge and Solutions to help business on demand support. Keen awareness of business processes is essential in this role to understand the importance of key ERP processes
• Monitor and govern all relevant KPIs. Publish periodic status reports to management and other stakeholders. Conduct regular Team Info-Sessions, Stakeholder Meetings and Steering Meetings with key management representatives and share high level updates, achievements, and concerns if any – possibly also suggesting probable ways to address it.
• Manage your team’s deliverables. Timely escalate to management for probable concerns in meeting the deliverables.
• Liaise and work with managers of other applications for amicable resolution of operational integration topics. Work towards integrated knowledge building to improve overall Konecranes IT experience of end customers. Learn from customer feedback and implement improvements to enhance customer satisfaction.
• Drive the Incident Management and Request Management processes using ServiceNow to ensure business issues are handled correctly, efficiently and in accordance with the agreed business SLAs.
• Drive the Problem Management process using ServiceNow to minimize repetitive issues, and to prevent even potential service interruptions for business via proactive problem management. Aim for reducing the number of incidents or service requests via initiatives like root cause fix, shift-left, automation etc.
• Drive the Knowledge Management process and ensure regular documentation / update of knowledge at Confluence. Ensure that every business issue handled has a relevant knowledge article linked to it.
• Work with Implementation, Development and Release Management teams to identify upcoming scope additions, and accordingly plan transitions for new services, and share areas of improvements.
• Drive the Service Transition Management process using Confluence and ensure there is seamless handover of responsibilities from project to AMS team for efficient SAP support to business.
• Manage employee life cycle including resource planning, recruitment, trainings, mentoring, handling inter-personal relations, conflicts resolution, attrition etc. Handle performance management and appraisals and support them in their professional development. Act as a guide and mentor for the team.
• Make Annual Plans (Budget) and then continuously monitor and keep track of actual spend within such approved annual plans.
• Be a strong communicator and manage global stakeholder expectations. Maintain close collaboration with Cluster teams, Product Managers, Platform Managers, Scrum Masters, Regional IT Heads, FSSC, HR, Helpdesk, Vendors etc.
• Devise mechanisms to take periodic feedback from customers, management, subordinates, or any other stakeholder to ensure that performance is in sync with the expectations and there is an overall stakeholder satisfaction. Use the feedback for continuous improvement.
• Be a part of ITSC Management group and share insights for guiding the ITSC Management Team. Be actively involved in the growth of ITSC. Engage with the IT Service Delivery (IT Operations) stakeholders at global level.
• Drive overall efficiencies and continual service improvements. Be responsible for ensuring that costs are managed within budget.
• Effectively manage Demand-Supply Balance (DSB) of available capacity for support and other activities.
• Take decisions as required in the best interest of the organization. Ensure adherence to Konecranes core values and code of conduct every time.

What We Expect From You:
• Must be adept in SAP Service Delivery Management / Application Maintenance & Support (AMS) Operations which encompasses not only SAP application by also integrations to and from SAP.
• Must have knowledge of SAP HANA or SAP S/4 HANA in implementations/support. Understanding of Fiori is also important. SAP Certification in any area of SAP is essential.
• Must have prior exposure to SAP / SuccessFactors Implementation, Rollout, Upgrade and Support Projects
• Must have knowledge about ITIL based Incident, Service Request, Problem, and Change Management and should have worked on tools like Service Now, JIRA, Confluence, Power BI, Remedy, etc.
• Must have KPI Monitoring and Reporting skills – SLA, TAT, Ageing, CSAT, Major Incidents (P1/P2)
• Exposure to DevOps, Agile methodologies is also a must to work in lean management style.
• Must have expertise in Resource Planning and People / Team Management
• Must be skilled in Stakeholder Expectation and Escalation Management
• Must understand and conduct Annual Planning and Budgeting exercise
• Must have handled Customer Facing Consulting Roles in multi-cultural, global environment
• Must have Customer Service Mindset and Attitude
• Must have excellent inter-personnel skills with a proven ability to work independently as well as in virtual global team
• Must have good communication, collaboration, and presentation skills
• Must be fluent in English, both verbal and written. German language skill would be an added advantage.
• Must be optimistic and have capacity to work under pressure
• Must have analytical approach to problem solving and drive solutions using data analytics. Should be able to detect and predict potential problem areas in a pro-active manner
• Must be a forward-looking person with a passion to embrace technological innovations, including e.g. digital transformations
• Nice to have exposure to Lean management practices.
• Nice to have knowledge on S/4 HANA, RPA, Test Automation, Data Migration Tools, AI/ML etc.
• Nice to be able to handle Projects including Implementations, Testing and Trainings (End users, Key users, Internal IT teams). Having awareness of business process documentation will be a big plus.
• Nice to have awareness about ISO 14001, 45001 requirements.

What We Can Offer You:
• Insight to world class IT Service Delivery / Operations
• Competitive Salary and Work-Life balance
• Innovative and dynamic working environment
• Support of an excellent IT Service Delivery Team
• Possibility to work with global leader in material handling with cutting-edge technology
• Opportunity to participate in SAP projects and travel globally.

Konecranes is a world-leading group of Lifting Businesses™, serving a broad range of customers. We are truly a global company with 16,+00 employees at 600 locations in 50 countries. For over 80 years, we have been dedicated to improving the efficiency and performance of businesses in all types of industries. We believe that sustainable growth is a result of a strong responsible performance. Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination