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Application Manager

Company: DS Smith
Location: Atlanta
Posted on: April 10, 2021

Job Description:

DS Smith is a global leading packaging company of customer-specific packaging with emphasis on state-of-the art packaging design and local service close to customer facilities. With a product portfolio that includes transit packaging, consumer packaging, displays and promotional packaging, customized protective packaging and industrial packaging, DS Smith answers to each market requirement.
Role Purpose:The IT organization in DS Smith is responsible for aligning IT with the business on the delivery of DS Smith's strategic priorities. It will do this by building strategic capabilities, enabling transformational efforts and embedding quality in all systems and processes. Reporting to Head IT NA Paper and Packaging with alignment with the Global Head of Application Management is responsible for the efficient and effective management of all applications within the region as per agreed SLA with the business. In scope are a significant number of applications supporting all functions and based on a broad range of technologies and platforms, some custom built, others based on packages. The Application Service Manager provides application specific expertise, managing a distributed team of developers, application specialists and / or third party service providers.
Principal Responsibilities and Accountabilities: -- Strategy, planning and Application Portfolio Management o Own Application Portfolio Management for a set of applications, maintaining an up to application catalogue and defining the strategy for each application. o Provide input into the design of new and the redesign or decommissioning of existing applications. o Input into service design & acceptance ensuring effective handover to support teams. -- Business engagement, advice and guidance o Develop and leverage collaborative working relationships with all partners within DS Smith IT and the wider business to deliver the end to end service. o Act as a technical expert and work closely with the business to help them fully realize the business potential of their current applications to improve business performance. o Meet customer representatives regularly (service management reviews) to monitor progress against issues and to ensure that an agreed level of service is maintained and publish performance and service improvement results. -- Application sustainability and optimization o Drive service continuity management of application services, providing front foot monitoring - identifying issues before they impact performance and overseeing the introduction of change to new and existing systems. o Responsible for the life cycle management, working with relevant IT teams and vendors so that the required projects are planned and delivered to ensureo Work collaboratively with suppliers and the business to identify and implement service improvement recommendations to minimize costs and/or improve the service (enhancements)o Manage the resolution of major incidents, keeping business and IT stakeholders informed at all time.o Ensure problems are investigated and resolved. -- Process, performance and efficiency o Ensure ways of working reflect ITIL principles and that security policies are complied with. o Ensure achievement of agreed service levels and wider customer satisfaction and service level measures. o Draft and maintain procedures and documentation for applications support. -- Supplier and contract management o Own relationships and contracts with partners and suppliers to meet key performance indicators and agreed targets, overseeing issue resolution where required. o Contribute to, or be responsible for, negotiation of major contracts. -- Lead and manage Peopleo Make sure your team has the right structure, people and skills to deliver effectively. o Lead and motivate your team, providing coaching and guidance. o Ensure your team are clear on their responsibilities, receive regular feedback on performance and utilize the range of career development options available. o Inspire your team to continually improve ways of working.-- Budgeto Budget management responsibility for all local applications and people related costs.
Qualifications & Experience: -- Bachelor or Masters Degree in computer science, information systems, business administration or related field, or equivalent work experience.-- 10 or more years of experience in IT and business/industry, preferably in a multi-site, multi-country manufacturing environment with knowledge of a broad range of business functions and technology platforms. Specific applications include SAP, MES (Kiwiplan), EDI (Sterling), and BI technologies in SQL, PowerBi, etc.-- 5 or more years of Application Service Management experience with demonstrated experience driving customer engagement and satisfaction as well as third party performance.-- ITIL qualification and/or experience working in an ITIL environment-- Good working knowledge of incident, problem management and change management tools
Skill and Behavior Attributes: -- Possess deep understanding of IT service management and application management.-- Display a strong customer focus background with commercial awareness, understanding the business needs and excellent business judgement.-- Possess strong interpersonal and influencing skills with excellent stakeholder management.-- Be able to manage relationships across the organization at multiple levels.-- Strong leadership to inspire and motivate and strong ability to develop self and others through continuous learning, sharing best practices, knowledge and expertise.-- Always driving for results with excellent personal, project and task management.-- Possess excellent communication skills both written and oral.-- Possess strong negotiation and conflict resolution skills.

Keywords: DS Smith, Atlanta , Application Manager, Executive , Atlanta, Georgia

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