93 902
15 856
Technologies-expected : SAP about-project : The Senior Technology Specialist (Service Delivery) is part of the D&T Customer Service & Logistics Team (Supply Chain) and is one of the professionals who is supporting the different DEVOPS teams in incidents, problems, changes and requests, overseeing Service Delivery across the Portfolio. We are currently running Dev Ops for multiple countries across several different products, touchpoints and technologies. responsibilities : building the E2 E Support model process across key capabilities supporting the different Dev Ops teams in P1 and P2 incidents (and as well other tickets if needed) ensuring that SLA with Partners are well defined and is maintained but taking as well into account Dev Ops ways of working enabling them to coordinate / communicate to third parties and being the driving force to support our teams in resolution and escalation if needed helping the teams build structural improvements, extensions/automation/integration to proactive monitoring tooling, improvement in way of working educating the User / Customer ensuring right priorities for tickets driving monthly Service Reviews, working closely with partner leads on continuous improvements being the first escalation point for Users / Customers suggesting performance, security, disaster recovery and structural improvements as derived from Root Cause Analyses driving continuous improvement of time to market of changes and features working closely together with Product Owners if prioritization support is needed if needed, creating (or requesting to internal Service Now team support) and using dashboards, maintaining Service Offerings, SLAs- and other parts of Service setup requirements-expected : you have a BSc or MSc degree, preferably in Supply Chain Management, Applied Economics or Software engineering you have experience in a similar role within a complex international environment with specific involvement with ERP-related Projects and Programs (SAP ERP, EWM, MM, SD, LE, TM/OTM) you have at least 5-7 years of experience working with established IT Service Management practices in a corporate environment you have experience facilitating requests and tasks across technical teams, third party vendors and internal customers you have a practical knowledge of ITIL processes, certification of ITIL V3 or V4 on at least Intermediate Level you have experience facilitating requests and tasks across technical teams, third party vendors and internal customers you have knowledge/experience with Supply chain technologies and capabilities you instill trust and confidence by communicating with authority at any organizational level you are both communicative and a good communicator at operational and tactical levels across a diverse landscape of technology partners you can deal with ambiguity stemming from dynamic business and organizational plans you are flexible and adapt to changing priorities with promptness, efficiency, and ease you have excellent relationship skills for dealing with customers, vendors, and management Able to communicate effectively with different cultural backgrounds of customers and teams besides driving, not afraid to dive into a ticket and support operation you are driven to spot and implement improvements you ask for help/escalate where necessary you have experience in Service Now, creation and use of dashboards, maintaining Service Offerings, SLAs- and other parts of Service setup you have excellent written and verbal English offered : Hybrid ways of working Private medical healthcare Attractive performance bonus Sodexo pre-paid card Life insurance Employee referral program Wide range of trainings Local and global job opportunities within HEINEKEN Parking space Open bar once a week We are ACCA Approved Employer benefits : sharing the costs of sports activities private medical care life insurance remote work opportunities integration events corporate sports team parking space for employees extra social benefits pre-paid cards christmas gifts employee referral program charity initiatives flexible work from home scheme after pandemic/lockdown open bar on Fridays