Director - SAP - Front Office Processes

Job Title:  Director – Front Office Processes - SAP

 The Director of Front Office Processes will be responsible for all IS resources required to maintain and enhance the business applications supporting the Market to Sale, Request to Service, Call Center and Order to Cash processes.  This position will initially support and manage consulting resources through the implementation of the SAP ERP/CRM program.  On a longer term basis the director will have overall IS ownership of the mentioned business processes as they relate to the business applications and be responsible for ensuring that the appropriate resources are available for both support activities and on-going project work.  Experience with SAP ISA, ICSS, Interaction Center Web Client, PCUI transactions associated with sales and marketing functions

 

KEY RESPONSIBILITIES:  The following key responsibilities will be assigned to the senior manager of front office processes.  This is not meant to be an exhaustive list and additional responsibilities may be assigned.

 

1. Business Systems & Process LeadershipDevelops relationships with business leaders and process owners and works with them to develop and formalize the medium and long term requirements of the business. Cultivates and demonstrates industry-specific business process knowledge and familiarity with relevant enterprise, business unit, and functional strategies, objectives, and plans.  With the VP of Application Competency Center and the Application Architect, responsible for developing and maintaining the IS Application Architecture in support of business and IS plans and objectives. Understands interrelationships between business areas.  Collaborates with other IS managers regularly to identify solutions that span multiple business units or functions. Ensures consistency and portability of solutions. Provides research and evaluation efforts for area of responsibility. Facilitates a customer-centric environment that optimizes the use of IS products, systems, services, and procedures. Develops and maintains relationships outside the organization in order to leverage leanings of other organizations through knowledge sharing. Participates in external user group and vendor activates in order to cultivate existing relationships and ensure business requirements are included in future product releases.

 

 

2. Resource Planning and ManagementRecruits, develops and retains the required resources to support the business and application processes.  Strives to eliminate the need for external resources through the development of internal resources.  Develops people resources to meet company needs and career objectives. Provides estimates of resources required for assigned projects. Contributes to the development of supporting staffing plans and funding requests. Develops and manages the overall budget for the applicable department(s).  Demonstrates company core values and establishes an environment of functional excellence, teamwork, integrity, sense of urgency, and continuous learning.

 

3. Solution Identification & DeliveryProactively identifies process improvement needs within area of support.  Develops proposals and business cases for advancement of technology or processes within the supported function.  Identifies and/or organizes requirements and formalizes them into project opportunities within area of responsibility. Responsible for assisting with the estimation of the identified projects including the identification and estimation of any 3rd party software or resources required for implementation. Along with the Project Management Office (PMO), responsible for the overall delivery of assigned projects Collaborates with project management on the assignment of resources to projects, delivery quality, and issue escalation.

 

4. Operational Support & Continuous ImprovementWorks with other IS Management to develop and enhances the processes surrounding production support for business applications systems.  Ensures integration with other teams is occurring and meeting the expected goals. Works with other IS leadership in the development of support and service SLAs and ensures that resources understand the SLAs and are aware of how their tasks affect applicable metrics. Develops and reviews reports and metrics to ensure compliance with SLAs and takes corrective action when deviations occur.  Participates in IS and business reporting on SLAs. Participates in periodic audits of IS and business systems and processes.  Reviews the results of the audits and takes corrective action when applicable. Serves as a primary contact with applicable vendors and participates in the escalation of issues/problems when required. Demonstrates TQM principles.  Identifies opportunities and implements solutions to improve the department’s capability to deliver information and services.

 

EDUCATION and/or EXPERIENCE:

 Bachelors degree is required, technical degree is preferred 12+ years experience in IT (credit may be given for applicable business roles) 9+ years experience implementing and/or supporting SAP solutions with a focus on CRM and the application functionality supporting the Market to Sale, Request to Service, Call Center and Order to Cash processes.  Must have completed 3 full lifecycle implementation with SAP. 5+ years experience configuring / working with SAP CRM 5+ years experience in project/program management for large scale business change programs including planning, estimating, organizing, and managing.  Includes the practical use of formal SDLC methodologies (e.g. ASAP) 5+ years managing resources in a project and/or departmental setting.  Demonstrated ability to manage and develop resources. Experience configuring / implementing SAP Solution Manager preferred Experience managing a departmental budget preferred Focus on delivering business solutions (people, process, and technology) that provide value, not just installing technology.  Proven track record of partnering with business management in the delivery of IT enabled business solutions. Experience collaborating with others in IT management to deliver shared results.  Ability to achieve results without necessarily having a reporting relationship. Ability to communicate effectively with leadership in the business and with leadership in IT Quick learner.  Ability and willingness to accept new and different ways of doing things and to accept coaching from manager and other leadership resources.  Listen first mentality. Experience managing projects with resources who are both in local and remote locations Good attention to detail in planning the intricacies of projects and in making sure project dependencies, conflicts, and issues  are resolved in a manner maximizing the value delivered to the business “Buck stops here” mentality in the delivery of projects and in the resolution of project issues Strong understanding of financial management principles as it relates to project management and delivery of a business case (budget vs. earned progress, capital vs. expense, etc.). Rigorous, structured, process centric approach to all work activities Experience using project management and resource management tools such as ChangePoint, Primavera, Niku, or MS Project. Must be willing to work evenings and/or weekends as required. Travel will typically average about 25% with peak periods that may reach 50% for duration of initial implementation project; reduces to 0% to 25% after deployments are complete.

 

LANGUAGE SKILLS:  Ability to communicate effectively with business and IT leadership in the business.  Ability to articulate goals, specifications and requirements.

 

MATHEMATICAL SKILLS:  Ability to use general mathematical principles in everyday situations.

 

REASONING ABILITY:  Ability to understand and solve problems and suggest solutions, collect and interpret data and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral or schedule form.