Service Manager - ERP (SAP)

Position Overview

Successful candidate will work with the existing team for assuming support for systems.
1. Support national level policy changes.
2. Cross support for multiple healthcare institutions.
3. Maintenance support
 

Role & Responsibilities

The Manager develops and designs system service solutions, ensures the performance and usability of systems product, manages users’ expectation . He/she handles situations which may require broad research of client business processes and requirements, information technology requirements, procedures or problems according to business needs. He/she acts as a liaison between system users and technical staff to address questions and issues.  He/she possesses an analytical mind and is able to see interconnections with system solutions and usability. He/she adopts a systematic approach in handling ambiguous or complex issues, and actively discusses his perspectives to arrive at effective solutions.

Identify business needs

• Document needs and objectives, current operational procedures, issues
• Document detailed service requirements
• Prioritise service requests from multiple sources
• Propose prioritisation of service requests

Analyse processes for service improvements

• Analyse products and processes relating to IT services to identify enhancement opportunities.
• Document specifications and interfaces relating to IT services.
• Identify products deficiencies and service gaps.

Develop service & improvements

• Identify options for resolution of service gaps.
• Align service design with the needs of the users.
• Prepare service design & contract.
• Support the preparation of service proposals. 
• Advocate technical compatibility and user satisfaction.
• Conduct service impact analysis & change management.
• Document system enhancements and detailed specifications of configuration items.

Manage service implementation

• Implement a new system/data products support.
• Support planning of IT service timelines and resources needed.
• Apply IT service management tools and processes to ensure service is cost effective. 
• Prepare service status reports for stakeholders.
• Prepare, manage annual, ad-hoc operating budget to ensure compliance to utilisation.
• Prepare service contracts and renewals e.g. license, service agreement with vendors.
• Align to healthcare practices and frameworks for service implementation.
• Engage, communicate and present to stakeholders across all public entities (MOHH, NHG, NUHS, SingHealth, all agencies).
• Manage a team of functional analysts to provide system/data products support.

Requirements

•  Successful track record in IT service management, user, contract and vendor management.
• Strong analytical skills and ability to work independently.
• Experience in healthcare industry is an added advantage.
• Degree in Computer Science, Computer Engineering.
• Certified in SAP ECC FICO, S/4HANA Finance.
• Experience in SAP ECC/S4HANA application/module, FICO, BPC.
• Experience in application technologies e.g. Microsoft ASP, .NET, SQL.
• Experience in on-premise hosting environments e.g. Unix, Windows and cloud hosting environments e.g. Amazon, Azure is an added advantages.
• Experience in network technologies e.g. Active directory, SFTP, Rhapsody Enterprise Service Bus (ESB), CyberArk Privileged Access Management (PAM), firewall is an added advantage.
• Experience in application technologies e.g. Microsoft ASP, .NET, SQL.
• Experience in on-premise hosting environments e.g. Unix, Windows and cloud hosting environments e.g. Amazon, Azure is an added advantages.
• Experience in network technologies e.g. Active directory, SFTP, Rhapsody Enterprise Service Bus (ESB), CyberArk Privileged Access Management (PAM), firewall is an added advantage.
   

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