Head - IT, SAP Support

3 weeks ago

Petaling Jaya, Malaysia Abbott Laboratories Full time

Job Summary

The role of Head, IT SAP Support leads a best-in-class Global Level 2 SAP S/4 HANA Production Support team; and will collaborate and coordinate closely with the business and other Global IT teams to maintain a stable, highly available business system on which Abbott can conduct its world-wide business activities. The position is responsible for ensuring that all SAP S/4 user tickets are processed and resolved within established Service Levels and that support is available for the Diagnostics, Nutrition, Diabetes Care, and Established Pharmaceuticals International commercial operations. In addition, the role has oversight of new regional project initiatives to support the commercial business operations.
 

Job Duties

  • Manages the intake, prioritization and completion of production support tickets related to the S/4 functional areas.  Responsible for reviewing tickets and re-assigning any project or enhancement requests to the S/4 functional teams in partnership with Abbottâs managed service provider.
  • Ensures production support services are delivered in a timely manner and within the established Service Level Agreements.
  • Participates in hyper-care activities for all major SAP S/4 projects for this environment in conjunction with the global delivery teams.
  • Supports Abbott support team members oversight of small and medium size projects and enhancements.
  • Builds strong working relationships and communicates effectively with partners in the Business and across the SAP Center of Excellence.
  • Directly manages employee and contractor resources. Responsible for scheduling and resource allocation to ensure adequate SAP production support is available to support the S/4 environment.
  • Continually improves production support processes with a focus on service, efficiency and cost.  Works closely with service providers to achieve the same.
  • Creates and communicates SAP instance planned system outages to the Business in a timely manner.
  • Creates and communicates performance metrics to Sr. Leadership on a monthly basis.
  • Manages area budget.
  • Ensures team compliance to Abbott administrative processes (time tracking, change management, IT compliance, etc.), including new team member on-boarding to these processes
  • Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. 
  • Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
  • Performs other related duties and responsibilities, on occasion, as assigned.

Minimum Qualifications

  • Prior SAP experience in support, configuration, development or project management including S/4 HANA, ECC, Sales and Distribution, EDI, FI/CO, Warehouse Management and Material Management

Preferred Qualifications

  • Experience managing a SAP support environment and working with managed service providers.
  • Experience working in a large or midsized multinational healthcare organization.
  • Experience leading teams with a geographically dispersed operational environment.
  • Ability to work in a highly matrixed and geographically diverse business environment.
  • Strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results. 
  • Ability to work effectively within a team in a fast-paced changing environment.
  • Strong verbal and written communications with ability to effectively communicate at all levels in the organization.
  • Ability to bridge communication between technical and business areas.
  • Multi-tasks, prioritizes and meets deadlines in timely manner.
  • Strong organizational, planning, and follow-up skills and ability to hold others accountable.
  • Experience with GxP validation.

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