Application Support Manager

Location

West Palm Beach, FL | United States

Job description

Florida Crystals is a leading domestic sugar producer and North America’s first fully integrated cane sugar company, guiding our sugar from farm to table.  We are America’s first and only producer of certified organic sugar, grown and harvested in the United States. Our renewable energy facility is the largest of its kind in North America and provides clean energy that powers our sugar operations, which helps us reduce our use of fossil fuels.  Florida Crystals also sustainably farms rice, sweet corn and other vegetables in rotation with our sugarcane.  Our rice mill is the only rice mill in Florida. 

OVERVIEW

The Application Support Lead will deliver application support services for all enterprise applications, other third-party applications and interfaces through our Service Management partners. Provide hands-on leadership in managing a team of Service Managers. In this position, the Manager of Application Support will oversee staff needs, create weekly and monthly executive reports, ensure that end-users are being supported properly and service management partners are meeting service level agreements through the successful delivery of incidents/requests resolution, changes, and enhancements.

DETAILED ROLES & RESPONSIBILITIES

• Manage team of Service Delivery Managers,primary focus on SAP application
• Plan and ensure execution of the delivery of existing and new support services
• Managing stakeholders (tower leads, solution owners)
• Take ownership and responsibility of the SLA Management with our provider
• Introduce service improvements internally and with our managed service provider
• Contribute to the continuous improvement of service management practice and adoption of tools
• Design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
• Contribute to the development and revision of relevant policies, frameworks and processes that are in place across the business
• Understands how to communicate difficult/sensitive information tactfully
• Leads internal teams/task forces
• Creates functional strategies and specific objectives for service management and develop budgets/policies/procedures to support quality and reliability
• Provide guidance, mentorship, and sharing of knowledge to direct team members and others
• Partner with other leaders in technology to promote operational excellence

WORK EXPERIENCES

• Minimum of 5 years experience in managing IT-related teams
• Strong knowledge of ITIL processes and working in a Managed Service environment
• Knowledge of, and experience with, SAP applications, as well as other business applications MUST 
• Strong organizational skills
• Ability to motivate and direct team members
• Ability to manage across IT leadership

EDUCATION REQUIREMENTS

• Bachelor’s Degree in a related discipline (Computer Science/Engineering preferred)
• ITIL Certification a plus

SUPERVISORY RESPONSIBILITY

• 4 direct reports (Service Managers)

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

• Display leadership attributes and ability to manage within global teams
• Demonstrated problem-solving skills
• Demonstrated skills collaborating closely with vendors
• Must demonstrate excellent technical, service, communication (verbally and in written form) and interpersonal skills with all levels of management in an organized, professional manner and with awareness of its effect on others
• Identify complex problems, and develop or evaluate options and implement solutions
• Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Effectively prioritize tasks and plan work
• Establish effective working relationships with members inside and outside the organization
• Knowledge of IT governance, ITIL framework and ITSM tool experience

LOCATION OF ROLE

• West Palm Beach, Florida

Travel Requirment:

5%-10% 

We are an equal opportunity employer. We do not discriminate on the basis of race, color, creed, religion, gender, sexual orientation, gender identity, age, national origin, disability, veteran status or any other category protected under federal, state, or local law.  All employment is decided on the basis of qualifications, merit, and business need. 

Job tags

Salary