Finance Service Delivery Manager

Finance Service Delivery Manager

Madrid, MD, ES

ABOUT THE WELLA COMPANY

Together, WE enable individuals to look, feel, and be their true selves.

Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd. With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.

THE ROLE

We are actively looking for IT Service Delivery Manager for Finance Apps. The ITSM will maintain 3rd party service level agreements, ensure service quality, and manage vendor relationships. 
In addition to maintaining the operational performance of the applications, the ITSM will be expected to lead and deliver all small application enhancements as defined by the Wella IT Change Delivery Framework and support across all Wella business functions for short periods of time (ITSM colleague annual leave etc).
The ideal candidate needs to be experienced in SAP and a problem solver and will work closely with our technical and business teams. You will act as an initial Finance Architecture/Delivery point of contact for incidents and enhancements, proactively engaging with Wella IT Enterprise Architects and the Finance Solution Delivery Manager.

KEY RESPONSIBILITIES

• Interface between IT and business operations teams for Finance 
• Focus on ensuring the business application service requirements and impacts are understood and that operational services delivered #meet the requirements of the business.
• Act as IT operational expert and point of contact for all incidents and service request escalation. 
• Liaise with infrastructure teams, managed service providers, application vendors and IT Business Partners to define service roadmaps and ensure continuous service improvement.
• Make sure root cause analysis (RCA) is delivered for P1 Incidents and Problem records.
• Govern incidents (P1 – P4), problems and changes affecting R&D, HR and all Reporting domains and, where appropriate, find workarounds and interventions.
• Manage L1 Triage Apps support – cooperate with Vendors and Wella Application Owners
• Project Management – Act as IT Delivery Lead for the Small Enhancement portfolio following the IT Change Delivery Framework.
• End to End responsibility to support and enhance Finance solutions/applications
o SAP ECC (FSCM-RM, GL, AR, AP, FI, CO, VIM, MDG), EPM planning and management reporting, Kyriba – treasury and risk management,
o other applications/solutions: e.g. apps supporting banking operations, expense reporting, tax, etc.
• Cooperate with other IT functions, PMO and Finance business teams.
• Performs requirements definition and systems analysis within the Finance domain.
• Reviews SOWs and negotiates with vendors when required.
• Evaluate vendors and solutions.
• Ensures vendors develop and maintain appropriate documentation.
• Develops technical specifications and configuration guidelines.
• Assists in the development of requisite systems plans and technology architectures.
• Supports the relevant standards and methodologies.
• Design, configure, test, and implemented enhancements in the solutions when required. 
• Ensures systems configurations are performed within the manufacturer guidelines to ensure supportability of the product.
• Provide regular reporting on service operations, KPIs / SLAs 
• Schedule and coordinate regular Service Governance Review sessions. 
• Pro-actively communicate to operation stakeholders i.e. business operation teams, IT operations and the IT leadership team. 
• Participate in project meetings and provide operations input based on current demands/requirements. 
• Ensures the usage of IT Best Practices.
• Ensures vendors develop and maintain appropriate documentation.
• Maintains state-of-the-art knowledge and skills in the assigned domain and researches and evaluates new-age systems solutions.

QUALIFICATIONS 
The person must demonstrate skills in the following areas:
• +5 years of experience of managing 3rd party vendors in IT service delivery, contractual obligations, and service level agreements (SLAs), vendor performance and resolving relationship issues 
• Strong experience of ITIL v4.0 IT Service Management framework. 
• ITSM tools (ServiceNow) experience incl. service reporting requirement definition. 
• Ability to understand user needs, expectations and impacts of any changes. 
• Planning and analytical skills.
• Project Management qualification (e.g. PRINCE 2 Foundation) or willingness to take.

• English C1