Service Delivery Lead

The Applications Support Lead role for Finance is accountable for the overall availability and performance of the Finance applications in scope. The role owner is responsible for managing the application support services to ensure that service levels and customer expectations are met or exceeded. Also, the role owner shall establish and maintain serviceprocesses to maximize operational efficiency.

Job Description:

1. Service Level Management

• Ensures that all requests for support are dealt with according to agreed service levels, standards and procedures;
• Reviews service delivery and operations to ensure that agreed targets are met;
• Identifies opportunities to improve service delivery;
• Maintains the service catalog, service portfolio, knowledgebase, business process blueprints, service processes and other documentation and ensures they are updated;
• Ensures timely renewal of software licenses/subscription and compliance with corresponding license agreement

2. Application Maintenance and Operations

• Performs ticket trend analysis to identify recurring issues, takes the lead in determining the root cause/s, and manages implementation of enhancements to prevent reoccurrence;
• Ensures information security, regulatory requirements and statutory compliance are upheld within the assigned applications at all times;
• Authorizes and monitors access to applications;
• Accepts newly completed applications, modules, or features and ensures that they meet defined criteria upon release to operations;
• Manages application of system upgrades, corrections and patches to ensure optimum performance and reliability of the applications;
• Manages the development, implementation and testing of business continuity and disaster recovery plans;
• Reviews capacity and performance reports and advises on the appropriate action to rectify the issues.

3. Change Management

• Manages the lifecycle of change requests including scoping, requirements gathering and prioritization activities;
• Endorses to Architecture and Solutions Team potential projects;
• Ensures adherence to standards and consistent execution of the change management process;
• Systematically controls changes and maintains the integrity, coherence and traceability of the changes throughout the system.

4. Integration

• Ensures integration across systems in scope operate effectively;

5. Training

• Provides guidance or training to users as necessary

6. Vendor Management

• Manages the delivery of Application Management Services (AMS) and ensures that service is monitored effectively and that identified actions to maintain or improve
• levels of service are implemented;
• Validates monthly consumption and ensures optimized utilization of the AMS;
• Engages proactively and collaboratively with suppliers to resolve incidents, problems and/or unsatisfactory performance;

Qualifications and Skills:

• Bachelor's degree in Finance, Accounting, Information Systems, or a related field
• At least 7 years of experience in SME or Business Analyst, in a delivery and/or leadership roles for implementation and support projects
• Expertise in Finance application systems and its integration with application systems for other domains
• Solid understanding of finance processes, accounting principles, and financial reporting.
• Solid service delivery management skills with the ability to manage multiple priorities and meet deadlines
• Excellent problem-solving skills, with a proactive and solution-oriented approach.
• Exceptional communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels
• Must have a Certification in Finance applications or related areas
• ITIL or PMP certification is a plus
• Amenable to work in Mandaluyong ; hybrid arrangements

COMPANY OVERVIEW

IBS is a premier provider of business solutions that enables customer companies to focus on their core competencies and strategic process. We provide business solutions in the areas of Accounting, Finance, Treasury, Human Resources and Information Technology.

IBS is an associate company of one of the largest conglomerates in the Philippines. Our head office is located at Rockwell Business Center Sheridan, Mandaluyong City.

WHY JOIN US?

IBS fosters a culture where talented and committed professionals thrive and excel. Our young organization and continuous business growth gives professionals the ideal career perspective.

Job Types: Full-time, Permanent

Pay: From Php70,000.00 per month

Benefits:

• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Pay raise

Application Question(s):

• How much is your asking salary?

Education:

• Bachelor's (Preferred)

Experience:

• Finance application systems: 7 years (Preferred)
• Service Delivery in SME: 7 years (Preferred)

Work Location: In person