.Team Mission:Our primary function is to lead and transform RHG's IT Global Service Management function to contribute to the company's 5-year plan strategy and beyond. We provide an agile, professional, efficient, and predictable Service Management function for the Radisson Hotel group with services which meet and exceed the needs of our end customers. The role is primarily focused on SAP Finance, Procurement, and BPC Application support and transition of projects into live service. One of RHG's key programs is to modernize and standardize the IT landscape on to a standard SAP platform, EMMA (Every Moment Matters).Role Purpose: This role has strategic relevance and a significant impact supporting RHG's business operations and strategies. The primary purposes of the EMMA IT Manager role are:Support the ongoing EMMA programme rollout providing support and management experience working closely with the Hypercare Team resulting in a smooth transition to ongoing service support for the EMMA properties (Data Migration, Legal Requirements Updates, EMMA Integration with satellite systems, etc.)Ensure that professional application operations and application management services are delivered on an ongoing basis for RHG, primarily focused on SAP technologies.Architect services with the principles of simplicity, scalability, security, resilience, and maintainability.Interact with 3rd party suppliers to the benefit of RHG and its SAP strategy, and engage in future sourcing decisions.Roles / Responsibilities:Hypercare / Transition to Ongoing Service: Responsible for ensuring concierge level support to the EMMA programme rollout, with the ability to react quickly to dynamic situations and to address incidents, problems, and changes with the right level of access and technical expertise.Service Operations and Delivery: Responsible for delivering high quality ITILv3 / 4 compliant SAP operations and application management services to the RHG community on a 24x7x365 basis in support of the EMMA program rollout. Fluency with Change & Release Management, Incident Management, and Problem Management are key attributes to success. Contribute to best-in-class service as per defined KPI / SLAs. Identify opportunities for automation, highlight and remediate potential service risks, reduction of MTTR, and increase of MTBF.Service Management: Ensure hotels are aware of corresponding service descriptions and service-level agreements (SLA) and that project rollouts are supported so that they can meet these expectations.Stakeholder Management: Review business requests for service enhancements and changes, operate as a point of interaction / escalation for Requests for Information, incidents and outages, and root cause analysis.Party Management: Interact as needed with partners to ensure they are delivering to expectation. Be the RHG advocate and ambassador for the SAP space
