Manager, Support Readiness & Infrastructure

CDC Software, Inc.The Customer-Driven Company™

CDC Software, Inc. is a global software provider of Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), Supply Chain Management (SCM), and real-time Performance Management (PM) solutions and services targeted to specific industries and vertical markets.  By embedding industry-specific functionality and best practices in its solutions, CDC Software offers faster implementation, lower total cost of ownership, and superior business fit.  CDC Software solutions have a global reach and serve over 6,000 customers in more than 50 countries through our 22 global offices. With our corporate headquarters in the United States, a strong presence in EMEA, Australia, and South America, and a notable presence in Chinaand Japan, we use our global experience and resources to deliver superior products and services.  For more information on our growing company, please visit www.cdcsoftware.com.

Manager, Support Readiness & Infrastructure

Summary

 

Reports to the Vice President, Global Technical Support (GTS) and works with a core team of individuals bringing together expertise in infrastructure systems and tools, business process analysis and documentation, data analysis and reporting, and customer care administration.

 

The Manager, Support Readiness & Infrastructure (SR&I) will facilitate the SR&I team in day-to-day operations as well as longer-term project activities integrating and enhancing CDC Software Group's delivery of world-class customer support across product lines and locations.

 

The position demands strong research and business process analysis expertise in combination with a deep understanding of the principles and Key Performance Indicators of customer support in the enterprise software support arena.

 

Responsibilities include managing a team responsible for infrastructure (CRM, phone systems, labs), internal sharepoint site (KPIs, reporting, data analysis, documentation), self service and knowledge management, and business process analysis and documentation.  Requires strong communication skills and the ability to work cross-functionally within GTS and other functional areas.

 

 

General SR&I OperationsManagement of SR&I Team, including recruiting, scheduling, and performance reviews.Oversee delivery of day-to-day SR&I, including customer care administrative functions.Coordinate global GTS operational reporting and data analysis projects.Ensure ongoing maintenance of existing process and policy documentation.

 

GTS Department Initiatives

 Defines and documents project charters, including risk assessment/mitigation and change management strategy.Plans and executes projects, including:Coordinates and monitors department project initiatives and regular status reporting.Develops working schedules for projects, including work plans for individual team members.Works cross-departmentally to insure communication and influence decisions.Provides day-to-day leadership.Works with the SR&I team and other functional areas to: Develop and maintain project plans for key initiatives.Implement Support Center projects, including contributing to required infrastructure and tools changes (CRM, phone systems, sharepoint site, labs, KM, self service), standards deliverables, audit process coordination and ongoing standards maintenance. Coordinate between the SR&I team, GTS staff, customers and other key stakeholders to gather information about process and tools requirements and act to drive appropriate changes.  Works with VP Global Support to communicate to Support Center staff, customers and other stakeholders the goals and benefits of department initiatives, together with project milestones; keeping them up-to-date with

 

Education:

Required:  B.A. / B.S. / Technical or Business Diploma

Preferred: Professional development completed in the areas of project management, risk
  and change management, solutions delivery, and facilitation. 

 

Experience:

Required:  Previous experience in Enterprise Software Support with exposure to a software development and implementation work environment.

  Previous experience in a similar role with particular emphasis on infrastructure, self service and knowledge management, and support systems and measurements.

Preferred: Relevant work experience in business analysis or process engineering role.

  Solutions delivery, project management, and change management experience.

 

Knowledge and Skills:

Required:  Must have excellent verbal and written communication skills

  Excellent time management and organizational skills

  Strong analytical problem solving and decision making skills

  Ability to lead and work jointly with a team of diverse individuals

  Ability to handle difficult or sensitive situations with diplomacy and tact

Preferred: Industry best practices and standards knowledge, including HDI, SSPA, ISO.

  Basic understanding of relational database concepts and architecture

Functional/technical background in enterprise software applications

 

Contact:

Human Resources

send resume with " Manager, Support Readiness & Infrastructure" in the subject line to:

jobs@cdcsoftware.com