Global Application Owner Service Owner

The service owner has a holistic view of the specific IT service and is accountable for the running of the services including efficiency and cost effective delivery. Collaborating closely with the Markets and group-level entities on global projects the service owner prioritizes meeting the critical business needs while maintaining high levels of performance availability and continuous improvement. That said you typical do will look like this:

• start the day: plan the days activities and prioritize tasks based on urgency and importance by reviewing any overnight incident reports or critical issues. Conduct a brief daily stand up meeting to discuss priorities ongoing incidents and any immediate concerns.

• manage the team and the stakeholders: Engage in meetings with key stakeholders such as local Market and project teams to understand their current and upcoming application support needs. Discuss ongoing projects upcoming changes and any challenges faced by end-users.

Check in with your support team ensuring they have the resources and information needed for their daily tasks. Provide guidance on complex support issues and troubleshoot escalated problems. Address any team-related issues fostering a positive and collaborative team culture.

• strategic planning: Allocate time for strategic planning and initiatives to enhance the efficiency and effectiveness of global application support. Work on long-term projects such as implementing new support tools or optimizing existing processes.

• vendor and Third-Party Interaction: Communicate with vendors and third-party service providers to address ongoing issues discuss service improvements and ensure compliance with SLAs. Evaluate and negotiate contracts or agreements with vendors as necessary.

• security and compliance: Review and monitor the security posture of global applications ensuring compliance with industry standards and regulatory requirements. Collaborate with the security team to address any identified vulnerabilities or risks.

• documentation and knowledge sharing: Spend time updating and maintaining comprehensive documentation for global applications support processes and troubleshooting procedures. Encourage knowledge sharing within the team through training sessions or collaborative platforms.

• drive continuous improvement: Identify areas for continuous improvement in support processes and team efficiency. Analyze performance metrics and KPIs making data-driven decisions to optimize support services.

You are an IT professional with at least 15 years of experience. You will work in a global organization with a team of architects and developers based in India; experience with managing decentralized teams is a pre. You are motivated and energetic and can pass your enthusiasm towards stakeholders and your team in different cultures.

Furthermore you recognize yourself in the following:

capabilities

• empathizer: understanding the explicit and implicit end-user needs

• organizer: being the pivotal point in the operating model with various parties

• self-starter: having a clear goal and spotting opportunities to achieve it and take ownership

• actively building relationships while building and maintaining a helicopter view.

• show flexibility and trust to choose how best to tackle tasks and solve problems.

• Commitment to customer satisfaction and supports our brand promise

experience

• functional application and support management in the context of Talent and Client facing applications security & privacy awareness

• experience of managing technical support teams

• experience in managing third party suppliers in a multicultural ecosystem

• advising on system architecture integrations and roadmap for implementation

• making solution presentations to customers/stakeholders

• experience in setting standards and diligent in follow-up adhering to standards

• fluent in speaking and writing in English is a must. Additional language is a plus

• B.S. degree in Computer Science MIS or equivalent preferred

your competencies

Within Randstad we defined the following competencies:

• delighting people: connect people (client talent employee society) building strong client relationships and delivering client-centric solutions.

• performing today: resourcefulness securing and developing resources effectively and efficiently.

• leading change: manages ambiguity operating effectively even when things are not certain or the way forward is not clear.

• securing the future: drives vision and purpose painting a compelling picture of the vision and strategy that motivates others into action.