Manager, Application Support

Interstate Batteries • Dallas, TX

1d • Hybrid

About The Position

Our mission is to be a trusted workplace for team members to be their whole selves at work. A company that people love and positively impacts the lives of all whom we touch. be your best self At Interstate Batteries, you have the chance to be excellent at work and excellent at life. We know that professional success depends on personal wellbeing. That's why we want to enrich your life with the tools and services you need to succeed in every area of your life. Join us! The Manager, Application Support will be responsible for managing a tier two support team as well as managing an outsourced SAP AMS team. The tier two support team primarily supports custom applications that Interstate Batteries’ distributors and franchisees utilize in daily operations. The other component of this job is in the role of service delivery manager for our SAP AMS team. SAP is utilized by Interstate Batteries corporate function to run their operations.

Requirements

• College degree in computer related field or equivalent experience.
• Minimum 3 years’ experience as a service delivery manager of outsourced function.
• Minimum 3 years’ experience in an application support or related role.
• Minimum 2 years’ personnel management experience
• Demonstrated competency in strategic thinking and leadership with strong abilities in relationship management among peers, team members, and within all levels of the organization.

Nice To Haves

• SAP experience
• Work effectively in team environment.

Responsibilities

• Be the central point of contact between Interstate Batteries and the SAP AMS team.
• Leads monthly and quarterly governance meetings to drive continuous performance improvement with the SAP AMS team.
• Defines, tracks and measures the metrics and KPIs used to measure SAP AMS team performance.
• Co-leads daily/weekly calls with onshore/offshore SAP AMS team to review status of incidents and requests
• Implement a continuous improvement process with the SAP AMS team that results in improved performance
• Facilitate Root Cause Analysis (RCA) – Investigate, document, provide preventative solution, of SAP AMS team service failures.
• Manage the work of a direct report team of tier two support analysts to achieve the highest levels of quality and productivity, inclusive of team goal setting, individual goal setting, performance reviews, staff augmentation, performance improvement, and planning / directing all activities of team members in their charge.
• Develop a thorough understanding of systems and master data
• Assist in application problem triage/resolution, which may require off hours work
• Provide leadership to team by communicating vision, strategy and objectives
• Work on and coordinate special projects as requested.
• Provide support and back-up to the senior leadership.
• Develop and mentor staff by providing opportunities for growth. This is accomplished through delegation, training (internal and external), and assignment to various project teams in addition to coaching and providing timely feedback.
• Performance manage and coach direct reports to identify needed skill sets and growth opportunities.
• Educate staff on corporate and department direction and goals.

Benefits

• Comprehensive healthcare benefits, company supported wellness program, onsite fitness center
• Wide range of professional development opportunities, training, resources and tools
• Competitive pay and bonus structure, saving and investment options that help you reach your financial goals and plan for your future

What This Job Offers

• Job Type: Full-time
• Career Level: Manager