Job Title: IT Solution Manager – CRM
Department: Information Technology
Location: Columbia, MD
Reports To: Director Global IT Services & Solutions
Direct Reports: Yes
The IT Solution Manager is responsible for developing the IT strategy and for the successful delivery of a portfolio of projects for his/her work stream. Provides thought leadership and hands on expertise for designing ‘best practice’ processes that combine knowledge from industry experience and latest capabilities of SAP ERP (5.0/6.0) to produce optimal business solutions for WR Grace. Effectively manages business and function relationships, performs demand planning and prioritization, and measures satisfaction with a 360 degree lens, at the manager/client-executive/team member level. Provides leadership, planning, and people management to Project and Process Leaders, Business Analysts, and Systems Consultants.
More specifically, the CI&RM Solution manager will be the key liaison to the global sales, service, product marketing, and customer service leadership team. Key initiatives for 2011 will focus on developing a strategy and roadmap for customer facing web site consolidation, portal design, CRM system consolidation, and customer interaction and service optimization to enable WR Grace to deliver growth, protect margin, and improve customer interaction and intelligence while driving toward ‘Global, Simple, Standard’ processes. SAP, BW/Business Objects, and Sharepoint 2010 will be key technology enablers, and further innovation, introduction, and adoption will be instrumental for realizing these goals.
Contribute to overall Grace IT strategy by creating work stream specific strategy and execution roadmap
Develop strong business relationships and act as a focal point for collection of demand forecast and prioritization
Make recommendations to explore best practice business processes and system solutions that optimize client operations
Program manage and resource manage all projects through a stage gate SDLC discipline
Develop a plan to consolidate your portfolio of legacy applications while maintaining business and functional continuity and expectations
Provide seamless integration between Governance, service provider (IBM), and business stakeholders to achieve business goals
Execute communication plans to assure team, peers, and key stakeholders are aware and aligned with work stream priorities.
Demonstrate leadership, proactive process improvement for work stream operations to ensure continuous, high-level performance of people, process, and technology systems.
Set stretch goals and deliver on commitments.
Measure and deliver value and high levels of customer satisfaction of work stream services.
Bachelors Degree in computer science or business related major. MBA & PMI certification desired.
8+ years IT Program/Project Management, 3-5 years people management including expectation setting, performance development, coaching and mentoring.
Demonstrated knowledge of following SAP modules is required: CRM 2007, SD, BW. Full Life-Cycle SAP & CRM deployment experience desired. Knowledge of Siebel, Saleslogix, Goldmine, and e-business tools are a plus.
Strong subject matter expertise in Chemical/MFG industry best practices. Ability to lead the implementation of process design / improvements in opportunity-to-order, e-business, service management, order-to-cash, and integration with financials, supply chain, manufacturing, and fulfillment processes. EDI & B2B experience is desirable.
Ability to manage remote teams and work effectively with an off-shore, outsourcing provider (IBM).
Change Management facilitation and ability to guide and influence acceptance of new processes and use of technology.
Executive presence through excellent written and verbal communication and presentation.
Strong analytical and organizational skills.
Flexible travel required, up to 30% possible.
W. R. Grace & Co - 2 years ago