Who we are
Amplifon is an Italian multinational company and the global leader in hearing care solutions and services. With over 20,000 professionals and a network of 9,500 points of sale in 26 countries, Amplifon helps people rediscover the emotions of sound. The company values people as the key to its success, offering growth opportunities in a multicultural and international environment. Amplifon has been recognized as a "Top Employer 2024" in Europe, the United States, and New Zealand by the Top Employers Institute.
Amplifon is working on boosting a Winning Culture that will lead our employees towards the future, starting from the improvement of our Winning Workplace. Aligned to this goal, we offer a hybryd working policy, allowing employees to work 9 days/month remotely.
What we are looking for
The primary purpose of the Global Enterprise Applications Service Manager is to:
Manage the Service Desk dealing with internal/external customer enquiries and incidents for a global provider products and services in the healthcare sector. Monitoring the request of Level 1 to evaluate the possibility to enhance the “how to”, defect and resolution. Monitoring KPI and SLA defined in AMS contract with system integrator for L2 support. Coordinate small enhancement raised during AMS managing prioritization and follow the delivery Monitoring the integrations layer leveraging prebuilt dashboard. Monitoring and escalate with L3 support high and critical defects. Coordinate with cross functional teams for defect resolutions. To ensure incidents are logged accurately and timely and passed to second line support teams, manage ticket systems, and be responsible for customer communications for service alerts and maintenance. Identifiy any possible enhancement requested in the process or in the system by a critical analysis of recurring issues.
Key Accountabilities and Responsibilities
Oversee the incidents, problems, change and requests. Manage and coordinate urgent and complicated support issues, become the incident manager in major incidents in the region. Act as escalation point for all incidents and requests in the region related to the Supply Chain area. Support the process of determine root cause of issues and communicate appropriately to internal and external customers. Provide data and reporting of KPI’s and trends to Management and others in ad-hoc, weekly, monthly, and as needed related to the region. Cooperate with AMS Global Director in the consolidation of the AMS view and reporting. Coordinate small evolutions impacting Corporate and EMEA Other tasks as deemed appropriate by Manager
What you’ll need
High proficiency using MS Office Suite Strong knowledge of ServiceNow Strong knowledge of implementing Oracle Cloud SCM projects end to end Knowledge of multi-platform systems with several integrations between ERP and CRM systems Strong experience in delivery and implementation working for a consultancy/ systems integrator Overall strong Project Management capabilities and proven experience in delivering complex Oracle Applications projects using Oracle AIM and OUM methods. Knowledge of PMP or other formal delivery methodologies and experience of Project Management best practice Knowledge of business analysis methodology and proven practice of process mapping Eager to discover what features and functionalities Oracle is releasing quarterly and present them to the business ad continuous improvement.