Application Service Manager

Empowering YOU – to break new ground!

As part of the global NTT DATA Group, one of the top 5 IT service providers worldwide, we specialize in value-added SAP solutions. At NTT DATA Business Solutions, our focus is SAP Consulting, SAP Development, Managed Cloud Services, and Application Management Services (AMS) & Technology. Across the globe, we support customers in their digital transformation from start to finish.

OUR RECIPE FOR SUCCESS: DIVERSITY, OPENNESS, RESPECT, AND TOGETHERNESS.

With more than 13,000 employees from 64 nations in over 29 countries, our diverse workforce reflects our values. People are and will always be vital to our mission, playing a decisive role in everything we do.

ARE YOU READY TO BREAK NEW GROUND?

Location: Malaysia

What makes us special:

■ Team-oriented corporate culture, collaboration as equals and steady knowledge transfer

■ Family-friendliness (e.g. Childcare Center, paternity and maternity)

■ Diversity & Inclusion (e.g. various initiatives & communities)

■ Flexible working hours, (e.g. hybrid working)

■ Individually tailored onboarding program including a mentoring program and sustainable career support with our career model

■ Inhouse Academy with a variety of professional technical training, soft skills training, SAP Learning Hub and certification opportunities

■ Company health benefits (e.g. Medical Insurance, Health Insurance, Optical and Dental Benefits)

Do you love challenges?

• Application Service Manager (ASM) is responsible for overseeing the development, deployment, and ongoing management of software applications within an organization. This role combines aspects of project management, IT service management, and software development lifecycle management to ensure applications are delivered effectively, meet business needs, and are maintained efficiently.
• An Application Service Manager ensures client satisfaction by overseeing application deployment, managing SLAs, and resolving incidents promptly, while maintaining continuous communication and providing regular status updates.

1: Service Delivery:

• Ensure the services are delivered in full as per agreed contract or delivery model with client.
• Manage service level agreements (SLAs) and ensure they are met.
• Strong troubleshooting skills with proven ability to analyze and drive conversation with  AMS teams or consultant to provide solutions or delivery of change request.
• Ensure agreed process followed by AMS team.
• Approval of hours registered by consultant against tickets for customer billable and non-billable efforts
• Tracking of man-days consumption by customer

2: Transition Management:

• Manage transition between project and AMS support.
• Coordinate with cross-functional teams including developers, testers, and business analysts.
• Ensure AMS support are ready to take on the support task from existing vendor or project team.

3: Stakeholder Management:

• Act as the primary point of contact for stakeholders for operational escalations or engagements for the assigned customer(s). 
• Communicate ticket status, risks, and issues to stakeholders.
• Coordinate customer related meetings on Incident Management, Change Request Management and Problem Management (on request from customer)

4: Continuous Improvement:

• Implement best practices for application management and development.
• Identify areas for process improvement and implement changes.
• Stay updated with the latest industry trends and technologies.

Convince us with your potential!

The successful applicant will display the following:

• 6 – 10 years’ experience in business management, IT, system integration, consulting or design
  • SAP overview knowledge, either ERP on-premises, Cloud Solution or Analytics
  • Experience in SAP Application support delivery, consultancy, management is an added advantage
  • Customer/Stakeholder Management experience with global customers or service partners/providers is an added advantage.
  • Experience in business data or requirement gathering and analysis, preparing and presenting findings or proposal to technical or non-technical audience.
  • Ability to effectively communicate and articulate functional or technical requirements/jargons into business communication and strategy.
  • Strong background in Operations Management, with a focus on IT services and application support
  • Experience in customer relationship / stakeholder management
  • Experience in Support & Service Quality Management is an added advantage.
  • Direct experience in application service delivery management is an added advantage.
  • Experience in Project Management and able to manage medium to high complexity Change Requests or Projects
  • A strong background in IT Service Delivery Management and/or ITIL certified.
  • Highly skilled and experience in Continual Service Improvement (CSI) initiative or techniques, Problem Management and Reporting
  • Excellent inter-personal and communication skills
  • Excellent command / highly proficient in spoken and written English
  • Ability to travel, as required.