Savvis, which merged with CenturyLink in July 2011, is a provider of global managed services including cloud, infrastructure, network and applications services. By outsourcing to Savvis, enterprises can focus on their core business while Savvis ensures the quality of their IT infrastructure and application operations. Leading businesses around the world have selected Savvis to help them improve their service levels, reduce capital expense and deal with the rising costs of bandwidth, energy, real estate, staff and expertise. As a pioneer in utility computing, Savvis understands and harnesses the latest advances in technology such as virtualization, cloud computing and process automation.
The Director, Enterprise Applications Support is responsible for leading global teams providing Enterprise Applications support services while providing superior customer service and reports to the VP of Global Operations.. Through teams of experienced and highly skilled application technical specialists, Enterprise Applications Support includes responsibility for managing customers’ enterprise class SAP and Oracle environments, but also can include operational support for mission-critical proprietary applications for customers. The Director will oversee global daily operations to support our customer ERP environments in a 24x7, follow the sun operation. By continually driving improvements in the tools, processes, and technical understanding of the intersections between applications and infrastructure, this role is focused on achieving customer satisfaction. This position will work closely with Savvis global network, hosting, cloud and applications product and engineering teams. This leader will share the Savvis vision and align quality and process efforts to achieve corporate goals, and will develop business strategies that will improve service support as well as customer experience on a continuous improvement basis.
Deliver superior customer service by managing follow the sun lifecycle support from implementation through ongoing support for various ERP application suites, including SAP and Oracle.
Deliver consistent SLA based delivery of operational service level objectives, supporting both business level and technology level SLAs
Assure rapid identification & restoration of service impacting incidents and requests
Contribute to improvements in global application operations processes that incorporate industry best practices, ITIL processes frameworks, and cloud process management.
Acquire and apply thorough understanding of industry trends and innovations that will introduce efficiency, productivity, standardization, and innovation in order to drive measurable operational benefits to customers and their businesses
Manage vendor and 3 rd party interactions in resolving complex issues across enterprise applications environments
Drive accountability and ongoing depth of application skills and knowledge into teams ensuring creation of an excellent end to end client experience
Work closely with product, solutions, engineering and project management teams for ERP upgrades, releases, and new builds to ensure smooth transition to operational steady state
Effectively manage human resources in a follow the sun model, utilizing both shared and dedicated resource models
Provide accurate and timely reporting of metrics and SLA results to meet both internal and customer needs
Build teams with both a strong technical as well as strong customer service orientation where “every experience matters”
Communicate well with customers surrounding issues, problems, and changes
Lead teams of specialized and expert technical professionals in client response center, command center and platform/application operational roles in a 24/7 mission-critical environment.
Work closely with the overall global operations center organization to apply proactive customer support skills to prevent or mitigate client issues and/or concerns.
Ensure client response and support Service Levels are measured and meet all contractual obligations.
Participate in strategies to define and implement cost efficiency programs
Ensure all client contacts are conducted in a positive, efficient, and quality manner.
Perform competitive analysis in relation to customer service practices, process development and cost savings; drive improvements based on fact-based analysis
Work with the SAP and other ERP product teams, solutioning teams, and post sales engineering teams to actively support new builds, expanding environments, upgrades, projects, and new releases
Actively support pre-sales and service management initiatives to attract and retain valued clients
Partner with Vendors and other 3 rd parties when required to solve complex support incidents
Significant previous leadership experience leading, growing and managing in a global, follow the sun service provider environment or global enterprise class commercial business
Broad IT technical background with deep expertise in enterprise applications, specifically SAP and Oracle application suites and modules. This includes sound practical and theoretical understanding of SAP ERP, Business Warehouse, Portals, PI, CRM, SCM, SRM and others
Ability to coordinate, orchestrate, and communicate effectively with technologists and business partners to maintain high service levels in a demanding environment; familiarity with industry vertical implementations of SAP and Oracle
Outstanding client service skills and experience in written and verbal delivery as well as in remote environments (via phone and/or video)
Experience leading geographically distributed teams through periods of extreme growth or change; should have managed a global team of over 150 highly skilled technical professionals
Excellent verbal, written and analytical skills; Demonstrated confidence in communicating and influencing clients; Strong analytical, diagnostic, problem solving and communication skills
Demonstrated success in collaborative approaches to problem solving and/or support issues; strong analytical, diagnostic, problem solving and communication skills
Track record in implementing and optimizing operations using ITIL guidelines and practices
Experience dealing with culturally diverse workforce, regional business differences and matrix organizational models
The ability to attract, develop and retain superior technical and managerial talent.
Practical application of ITIL v3 frameworks in a global operating environment serving multiple customers
Education or Equivalent Experience:
Minimum of 15 years of progressive responsibility in a related field
Bachelor’s Degree or equivalent experience; Master’s Degree desired.