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in Hopkins, MN
NA Application Maintenance & Support (AMS) Lead - Full-time / Part-time
•30 days ago
Hours | Full-time, Part-time |
---|---|
Location | Hopkins, Minnesota |
About this job
The NA Application Maintenance & Support (AMS) Lead is responsible for delivering operationally excellent support of the non SAP application portfolio in the NA region. This position is responsible for execution of AMS strategy, service management, application ownership, support and operations, process implementation, budget, and talent and people leadership.
The position will work closely with application domain leads in the region as well as in the central governance and strategy organization to effectively delivery AMS services for the non SAP application portfolio. The focus of the position is delivery for the NA region but will also work in a global delivery organization leveraging regional and global delivery centers from internal Cargill Business Services (CBS) as well as 3rd parties.
The position requires a strong leader who can partner effectively with all levels of the Global IT Function, Business Units and external parties. The will require someone with strong change management and influencing skills. The position will report into the NA non-SAP Applications Lead position.
Principal Accountabilities:
35% - Application maintenance and Support (AMS)
Responsible for management of the NA AMS organization that provides day to day support of the applications on behalf and across multiple application domains with emphasis on non-SAP application portfolio.
Ensures day to day management of process and procedures within NA AMS and across application domains are being executed with operational excellence.
Monitor service performance measures in alignment with the ITIL service management process addressing non-compliance with corrective actions.
Lead and incorporate industry best practices around incident, change, request, release, problem, and service management into standard operations within the organization.
Ensure alignment and maintenance of application portfolio information including application attributes, inventories, roles and responsibilities.
Ensures application service managers and application owners are established and operating to necessary level of maturity including the development and use of KPI’s, metrics & scorecard measurements to drive continuous improvement and operational leadership in partnership with other Global IT teams (ie Infrastructure, application domains, etc).
Ensure application owners are appropriately developing and managing application roadmaps in alignment with Enterprise Process and Application Domain strategy.
Support the deployment and changes of the application portfolio resulting in successful implementation.
Ensure successful execution of sponsored projects, enhancements transition, and upgrades.
20% - Service Delivery Strategies
Execute strategies to effectively and efficiently deliver application maintenance and support activities within and across multiple application process domains.
Partner with regional application domains and center strategy and governance domains to develop and implement strategy for application portfolio roadmap and rationalization.
Develop strategic resource and delivery plans to satisfy long term view of demand in alignment with BU and Global IT Strategy.
Partner with strategic sourcing, supplier governance office, finance, and Cargill Business Services (CBS) to effectively leverage internal and external AMS capabilities.
Identify and implement opportunities to leverage synergies across regional application teams.
Champion, lead, and align in activities to enable Global IT function strategy and initiatives.
15% - Select, develop and retain a high-performing team
Select, develop and retain a high-performing team, including performance feedback, coaching and development Direct/oversee resources work activities and manage work responsibilities of resources including representing the capacity of resources during prioritization of initiatives Ensure resources adhere to policies, procedures, and processes Define, document, maintain and communicate clear and unambiguous roles and responsibilities Establish & lead a culture of engagement in which team members develop & apply their talents Support, encourage and facilitate collaboration and communication between teams.
Demonstrate & reinforce Cargill’s Guiding Principles & Cargill Leadership Model attributes.
15% - Relationship and service management
Build and maintain effective relationships with internal and external service providers including SOWs, SLAs, KPI and metric measurement and management ensuring continuous improvement process & operational leadership performance in alignment with expectations of the business.
Ensures processes and tools are executed and implemented consistently within AMS and across domains in alignment with end to end service delivery. Play the primary contact for the region for implementation of application support processes (incident, change, release, problem, service management).
Continuously improve connection between IT and business/functions, working with and through Business Partners/BRMs.
Lead and participate in relevant governance teams to communicate/manage service levels, key project status, and vendor management as needed to help prioritize and manage investments for applications.
Prepare, lead, and own the establishment of end to end service in alignment with service management strategy and capability including application roadmap creation and management in partnership with enterprise process and application domain strategy.
15% - Financial management and planning
Participate in the annual business planning process for the AMS space
Establishes and manages budget and associated costs for the AMS organization and portfolio Proposes and sponsors AMS projects in alignment with application roadmap and lifecycle strategy Partners with Finance and ensures application service recovery allocations align with budgets, expense guidelines, and scope Required:
BA/BS in Business, IT, or Computer Science or relevant experience
10 years in technology operations management role supporting and maintaining applications
7 years of people management and leadership
Demonstrated experience managing applications including support & maintenance for custom and packaged applications across multiple process areas Proven change leadership skills
Demonstrated experience owning and negotiating SLA’s/OLA’s
Demonstrated experience managing cost/quality/schedule controls
Demonstrated experience in multiple areas of operations e.g. Break-fix, Managing Services, etc.
Experience managing for ITIL processes
Demonstrated leadership skills; ability to lead large diverse and distributed teams Experience with risk management, controls, and security
Experience interacting effectively and appropriately using technical and non-technical communication with various levels of the organization including internal and external partners, management, and business/function partners
Ability to work in a matrix across multiple groups and geographies to solve operations problems and avoid continuity risk
Experience working with service providers including contract management, governance, and operational management
Business fluency in English Ability to travel up to 20%
Transformational Leadership skills with a deep understanding and practical application of Cargill’s change framework that will enable the continued transition of activities in alignment with our CBS strategy.
Preferred:
Knowledge and experience in the relevant energy, metals, freight, agriculture, and financial trading environments.
Successfully managing IT projects being implemented/rolled-out over a large number of locations.
Proven track record of translating business requirements into process, data and technological models and specifications
Proven track record of anticipating emerging issues, problem solving & implementing new solutions, including improving efficiency, quality, cost & productivity
The position will work closely with application domain leads in the region as well as in the central governance and strategy organization to effectively delivery AMS services for the non SAP application portfolio. The focus of the position is delivery for the NA region but will also work in a global delivery organization leveraging regional and global delivery centers from internal Cargill Business Services (CBS) as well as 3rd parties.
The position requires a strong leader who can partner effectively with all levels of the Global IT Function, Business Units and external parties. The will require someone with strong change management and influencing skills. The position will report into the NA non-SAP Applications Lead position.
Principal Accountabilities:
35% - Application maintenance and Support (AMS)
Responsible for management of the NA AMS organization that provides day to day support of the applications on behalf and across multiple application domains with emphasis on non-SAP application portfolio.
Ensures day to day management of process and procedures within NA AMS and across application domains are being executed with operational excellence.
Monitor service performance measures in alignment with the ITIL service management process addressing non-compliance with corrective actions.
Lead and incorporate industry best practices around incident, change, request, release, problem, and service management into standard operations within the organization.
Ensure alignment and maintenance of application portfolio information including application attributes, inventories, roles and responsibilities.
Ensures application service managers and application owners are established and operating to necessary level of maturity including the development and use of KPI’s, metrics & scorecard measurements to drive continuous improvement and operational leadership in partnership with other Global IT teams (ie Infrastructure, application domains, etc).
Ensure application owners are appropriately developing and managing application roadmaps in alignment with Enterprise Process and Application Domain strategy.
Support the deployment and changes of the application portfolio resulting in successful implementation.
Ensure successful execution of sponsored projects, enhancements transition, and upgrades.
20% - Service Delivery Strategies
Execute strategies to effectively and efficiently deliver application maintenance and support activities within and across multiple application process domains.
Partner with regional application domains and center strategy and governance domains to develop and implement strategy for application portfolio roadmap and rationalization.
Develop strategic resource and delivery plans to satisfy long term view of demand in alignment with BU and Global IT Strategy.
Partner with strategic sourcing, supplier governance office, finance, and Cargill Business Services (CBS) to effectively leverage internal and external AMS capabilities.
Identify and implement opportunities to leverage synergies across regional application teams.
Champion, lead, and align in activities to enable Global IT function strategy and initiatives.
15% - Select, develop and retain a high-performing team
Select, develop and retain a high-performing team, including performance feedback, coaching and development Direct/oversee resources work activities and manage work responsibilities of resources including representing the capacity of resources during prioritization of initiatives Ensure resources adhere to policies, procedures, and processes Define, document, maintain and communicate clear and unambiguous roles and responsibilities Establish & lead a culture of engagement in which team members develop & apply their talents Support, encourage and facilitate collaboration and communication between teams.
Demonstrate & reinforce Cargill’s Guiding Principles & Cargill Leadership Model attributes.
15% - Relationship and service management
Build and maintain effective relationships with internal and external service providers including SOWs, SLAs, KPI and metric measurement and management ensuring continuous improvement process & operational leadership performance in alignment with expectations of the business.
Ensures processes and tools are executed and implemented consistently within AMS and across domains in alignment with end to end service delivery. Play the primary contact for the region for implementation of application support processes (incident, change, release, problem, service management).
Continuously improve connection between IT and business/functions, working with and through Business Partners/BRMs.
Lead and participate in relevant governance teams to communicate/manage service levels, key project status, and vendor management as needed to help prioritize and manage investments for applications.
Prepare, lead, and own the establishment of end to end service in alignment with service management strategy and capability including application roadmap creation and management in partnership with enterprise process and application domain strategy.
15% - Financial management and planning
Participate in the annual business planning process for the AMS space
Establishes and manages budget and associated costs for the AMS organization and portfolio Proposes and sponsors AMS projects in alignment with application roadmap and lifecycle strategy Partners with Finance and ensures application service recovery allocations align with budgets, expense guidelines, and scope Required:
BA/BS in Business, IT, or Computer Science or relevant experience
10 years in technology operations management role supporting and maintaining applications
7 years of people management and leadership
Demonstrated experience managing applications including support & maintenance for custom and packaged applications across multiple process areas Proven change leadership skills
Demonstrated experience owning and negotiating SLA’s/OLA’s
Demonstrated experience managing cost/quality/schedule controls
Demonstrated experience in multiple areas of operations e.g. Break-fix, Managing Services, etc.
Experience managing for ITIL processes
Demonstrated leadership skills; ability to lead large diverse and distributed teams Experience with risk management, controls, and security
Experience interacting effectively and appropriately using technical and non-technical communication with various levels of the organization including internal and external partners, management, and business/function partners
Ability to work in a matrix across multiple groups and geographies to solve operations problems and avoid continuity risk
Experience working with service providers including contract management, governance, and operational management
Business fluency in English Ability to travel up to 20%
Transformational Leadership skills with a deep understanding and practical application of Cargill’s change framework that will enable the continued transition of activities in alignment with our CBS strategy.
Preferred:
Knowledge and experience in the relevant energy, metals, freight, agriculture, and financial trading environments.
Successfully managing IT projects being implemented/rolled-out over a large number of locations.
Proven track record of translating business requirements into process, data and technological models and specifications
Proven track record of anticipating emerging issues, problem solving & implementing new solutions, including improving efficiency, quality, cost & productivity