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Service Manager, Ariba & Shared Services

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Date: Sep 15, 2020

Location: ZAVENTEM, Belgium

Company: Bridgestone Europe NV/SA

The Services and operations Department consists of 3 main teams:

Functional Services Management: based around business processes
Technical Services Management: organized around technical domains
Operations management: based on ITIL processes

IT Services and Operations own the end-to-end responsibility of services lifecycle.

The Ariba and Shared Services Service Manager role belongs in the Functional Services Management team and reports directly to the Services and Operations Area Lead.

The reporting structure is as below:

Vice President IT
- IT Services and Operations Director
  - Services and Operations Area Lead
    - Ariba and Shared Services Service Manager

The Functional Service Manager is responsible for quality, performance, finances, design and evolution of the functional service. The scope is Ariba, and shared services for Procurement and Accounting.

In this role he or she acts as the prime customer contact for all services-related enquiries.

The Service Manager is a primary stakeholder in all of the IT processes which enable or support the service. He or she is responsible for the service quality and cost of their service(s) at any stage of the service lifecycle.

The Service Manager will closely work with management, project teams, and service providers to ensure that changes are delivered as expected and the service is running as per agreement.

Key stakeholders include the Procurement Center of Excellence who manage the strategic evolution of processes, systems and capabilities for Procurement as well as the Bridgestone Shared Services organization for Accounting and Procurement.

Service Quality

Act as prime customer contact for all services-related enquiries and issues

Provide service delivery status in IT business alignment meetings and other stakeholders
Act as the service escalation point
Connect with technical service managers to understand technical service delivery failures and improvement plans in order to improve the functional service delivery and report back to the business

Service delivery: ensure that the ongoing service delivery and support meet agreed customer requirements

Define for each service SLAs with the customer
Translate customer SLAs to functional service delivery SLAs
Manage the functional external providers service delivery to meet the functional SLAs
Ensure the alignments of SLAs , KPIs on infrastructure services to meet functional customer requirements
Provide functional service requirements to IT Sourcing department for service contracts

Identify opportunities for operational service improvements.

Management reporting

Solicit required data, statistics and reports for analysis and to facilitate effective service monitoring and performance

Cost and Budget

Develop and plan the yearly and mid-term budget.

Control the service cost and do follow-up of the variances between actuals and budget.

Service Transitions

Liaise with the appropriate process owners throughout the Service Management lifecycle.

Service transition

Ensure successful projects transition to operations within his or her services
Link with Business enhancement and project management to ensure appropriate support of projects after go-live considering budget guidelines and resource availability
Align with business and IT stakeholders to develop the required support models for new applications & services in his or her service

Service Design & Evolution

Accountable for service design and evolution

Service evolution: Develop Service evolution roadmap in accordance with the sourcing and enterprise architecture guidelines
Service Level management: Develop and maintain the service catalog of his or her service.
IT Service Continuity: Understands and is responsible for ensuring that all elements required to restore their service are known and in place in the event of a crisis.

Accountable for managing functional demand

Manage new demand of enhancements (changes < 20 days) for the service. Include business stakeholders for prioritization and alignment throughout the service according to the service change budget.

Functional Service delivery

Manage Third party service providers functional services deliverables through:

Operational service reviews (incident escalations & problems)
Monthly reviews: evaluate against SLA, identify service improvement requirements, validate the plan & deliverables.
Provide input to Manager of the Services & Operations Group in regards to the service providers deliverable in the service in scope.
Monthly reviews: Validating if the service is delivered as per contract and define the financial bonus / malus

Manage the service delivery of the functional service providers to ensure the appropriate service integration activities and testing are executed as connected services are changing

Education:

Major/subject: IT-Computer Sciences or Business Administration

Professional Certification:

ITIL Certification

Professional Experience:

> 5 years Ariba experience

Experience in SAP

Detailed knowledge of business processes for Accounting and Procurement

Ideally sufficient development experience to challenge suppliers and project teams

Experience working with vendors

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Service Manager, Ariba & Shared Services

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