EMEA Operations Manager

JOB DESCRIPTION:

SAP Sr Manager SAP Operations - EMEA

Job Summary

The role of SAP Support Lead is to leading a best-in-class Global Level 2 SAP S/4 HANA Production Support team based in Ireland; and will collaborate and coordinate closely with the business and other Global IT teams to maintain a stable, highly available business system on which Abbott can conduct its world-wide business activities. The position is responsible for ensuring that all SAP S/4 user tickets are processed and resolved within established Service Levels and that support is available for the Diagnostics, Nutrition, Diabetes Care, and Established Pharmaceuticals International commercial operations. In addition, the role has oversight of new regional project initiatives to support the commercial business operations.

This role will provide leadership and expertise to support team members and drives identification of opportunities for the effective use of SAP-related technology and the implementation of SAP-related solutions.

Job Duties

• Manages the intake, prioritization and completion of production support tickets related to the S/4 functional areas.  Responsible for reviewing tickets and re-assigning any project or enhancement requests to the S/4 functional teams in partnership with Abbott’s managed service provider.
• Provide leadership across organizations related to SAP S/4HANA Production support and problem resolution.
• Ensures production support services are delivered in a timely manner and within the established Service Level Agreements.
• Serve as liaison between the support SAP team and other internal IT organizations and technical groups like BASIS and Technical/ Development Team to resolve complex issues.
• Review the resolution and proposed solutions for business and assess their technical impact and to determine if overall results and objectives have been achieved in accordance with the existing global template and regulatory standards.
• Ensure service level management (SLA) compliance through the application of functional and technical expertise, delivering efficient application maintenance and support while confirming adherence to all business, compliance, security, and regulatory requirements in a validated environment.
• Ensure change control, access control, and landscape management processes are followed.
• Evaluates and decides on approval for moving support-driven changes to production.
• Participates in hyper-care activities for all major SAP S/4 projects for this environment in conjunction with the global delivery teams.
• Support Abbott support team members oversight of small and medium size projects and enhancements.
• Builds strong working relationships and communicates effectively with partners in the Business and across the SAP Center of Excellence.
• Directly manages employee and contractor resources. Responsible for scheduling and resource allocation to ensure adequate SAP production support is available to support the S/4 environment.
• Continually improves production support processes with a focus on service, efficiency and cost.  Works closely with service providers to achieve the same.
• Oversee and monitor support tickets status and to prepare weekly operation support deck and performance metrics to SAP management.
• Ensures team compliance to Abbott administrative processes (time tracking, change management, IT compliance, etc.), including new team member on-boarding to these processes
• Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. 
• Monitor system performance and system alerts and respond accordingly.

Minimum Education Qualifications/ Experience

• A recognized bachelor’s degree qualification
• 10+ years of experience in support, configuration, development or project management including S/4 HANA, ECC, FI/CO, Sales and Distribution, EDI, Warehouse Management and Material Management.
• 3+ years of experience in leading SAP Support team.
• Strong verbal and written communications with ability to effectively communicate with all levels of the organization. Maintain highest standards of customer service and business professionalism.
• Strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results. 

Preferred Qualifications

• Experience managing SAP support environment and working with managed service providers.
• Experience working in a large or midsized multinational healthcare organization.
• Experience leading teams with a geographically dispersed operational environment.
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to work effectively within a team in a fast-paced changing environment.
• Ability to bridge communication between technical and business areas.
• Multi-tasks, prioritizes and meets deadlines in timely manner.
• Strong organizational, planning, and follow-up skills and ability to hold others accountable.
• Experience with GxP validation.

An Equal Opportunity Employer.

Abbott welcomes and encourages diversity in our workforce.

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:IT Services & Solutions Delivery

DIVISION:BTS Business Technology Services

LOCATION:Ireland > Dublin : Block G, Cherrywood, Cherrywood Business Park

ADDITIONAL LOCATIONS:

WORK SHIFT:Ie - Cw 37.5A (Ireland)

TRAVEL:Not specified

MEDICAL SURVEILLANCE:Not Applicable

SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)