Lead of Application Services & Delivery Excellence

Key Responsibilities

Service Delivery Responsibilities:

• Manage the Americas Application SSC Tower and act as single point of contact
• Responsible for coordinating Technical Change management related all Americas Applications in scope
• Ensure services are delivered as per SLA and customer expectations
• Hold regular meetings with Technical teams, peers about service quality and delivery.
• Participate in infrastructure changes/implementation support as required.
• Take on the role of technical project lead as part of bigger initiatives.

Process related Responsibilities:

• Ensure process adherence and Compliance to Linde procedures & policies
• Ability to think, plan and execute within defined policies and objectives
• Ability to deal with process exceptions effectively – showing flexibility, good judgment, service orientation and risk management

People Management Responsibilities:

• Participate in selection of candidate and contribute in Hiring Strategy in the Center
• Decision-making on Salary & Band Fitment within the Team and across Center with HR
• Evaluation of IDP’s, plan for Training Calendar and ensure participation of relevant team members
• Identification of High Potentials and Talent Management. Develop and Execute Retention Strategy, Succession Planning & other HR-related strategies from time-to-time.
• Perform Job Evaluation as part of Job Evaluation Committee
• Performance management of direct reports along with Functional Manager. Review the appraisals of all team members.
• Participate & be responsible as Management Team Member for – Rewards & Recognition process in the Center.
• Ensure utilization of team members

Local Management & Functional Alignment Responsibilities:

• Responsible to ensure Functional alignment is working by participating/ ensuring regular communication with and between Functional Managers, Team Managers and Team Members on agreed basis and ensuring issues and conflicts are promptly addressed and handled.
• Ensure that all new members are taken through induction of the Alignment strategy & processes
• Ensure compliance with HR, Legal, IT Security and statutory norms laid down by the ocal authorities as well as the Group.
• Evaluate and perform due diligence during new Applications Transition and retiring of existing applications.
• Periodic catch-up and Quarterly review of operations of operations of all Applications that the role is locally responsible for.

Qualification & Requirements

Required critical behaviors

• Ability to manage and motivate a global team and build a relationship of trust within and across teams
• Strong Team & visible Leadership with influencing and conflict management skills
• Influence people in a positive way within and outside IS
• Ability to build networks and partnerships
• Customer Intimacy & Strong customer orientation
• Adaptability and flexibility towards change
• Decision making with appropriate & timely execution
• Permanent willingness to listen, learn and change
• Role model in behaviors and attitude – Go getter & positive
• Management Representative – “Face of management”
• Solution oriented and looking for continuous improvement
• Self-motivated & effective motivator
• Approachable
• Passion for excellence and service-oriented attitude
• Flexibility in terms of working arrangements to meet the requirements of a global role is essential
• Self-responsible and pro-active
• Strives for results and continuous improvements´

Required key skills (functional/technical)

• Good communication skills both verbally and written in English language.
• Able to demonstrate a logical and methodical approach to analysis, audit, troubleshooting and problem solving
• Ability to build partnerships with customers and suppliers
• Ability to work together and motivate virtual Americas SSC team members
• Excellent People Management skills
• Ability to document guidelines & procedures in a way that can be understood
• Ability to clarify ambiguity and drive for clear processes, roles & responsibilities.
• High Ability to manage change and conflicts between teams and employees’ cross cultures.
• Ability to help to develop and realize the department / group IS strategy
• Solid understanding of IS to drive business improvements

Required experience

Qualification

• Degree standard education (preferably scientific, technical or business discipline) with an advanced degree preferred (ideally an MBA)

Experience

• Should have overall 8+ years of IT exposure with minimum 4+ years of team management skill
• Experience in managing virtual teams, handling delivery responsibilities, coordinating directly with business managers, handling escalations are desirable
• High Level knowledge on all Business Processes supported by the Windows environment
• Extensive knowledge and experience of team management in an international environment and in a matrix organization
• Has Good understanding of technology and best practices in Industry
• IT consulting experience to be able to create concepts, presentation and run adequate workshops for the introduction and exploitation of new technologies

Benefits

• Savings bank
• Company parking lot
• Major medical expenses insurance
• Dental insurance
• Life insurance
• Food vouchers