Support Manager vacancy in York England

Manager, Biz Ops Support - WWBPR
SummaryPosted: Dec 15 2023
Weekly Hours: 40
Role Number:200517641


Imagine what you could do here. At Apple we believe new ideas have a way of becoming phenomenal products services and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

The people here at Apple don’t just create products — they create the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do from amazing technology to industry-leading environmental efforts. Join Apple and help us leave the world better than we found it

Key Qualifications
Key Qualifications
5 years job experience as line manager program manager or team lead in global organizations.5 years of experience in Enterprise Application Support ManagementExperience in managing or leading teams responsible for Enterprise Application SupportExcellent project management skills experience working in a matrix organizationWork in strategic tactical and operational capacity to improve quality and speed of Application SupportExperience Developing of Application Support Key Performance Metrics and SLA’sProven Expertise in Operations Order to Cash process and systemsProven Expertise in Operations Plan to Manufacture processes and systemsProven Experience with SAP ECC 6 Business Intelligence AI/ML technologiesProven Experience in working in both cross functional and global contextsProven Experience in developing and measuring KPIs and SLAs for Application SupportExcellent verbal and written communication skills attention to detail and the ability to communicate at all organizational levels.Possess excellent people management skills have ability to influence others and to quickly establish trust and credibility to achieve organizational goals.Customer Focused: Passionate about the customer experience and what can be down toExec Presence - proven ability to effectively and succinctly present complex topics initiatives post-mortem proposals to a diverse leadership audienceProblem Solving techniques for issue resolutionAbility to communicate clearly and professionally with our business partners on the status of production issues and resolution strategy. Excellent interpersonal and problem solving skills required to serve diverse customer base and deal effectively with escalating issues.Demonstrate ability to bring in Continuous Improvements in Business Process and Systems. Implement automation around routine/ repeatable tasks.Service now and IVR technology experience a plus


Description
Description
Apple Operations and Supply Chain delivers to customer promise with revolutionary precision accuracy and at an immense scale. At the heart of that revolution precision accuracy and scale are best in class processes and systems.

As WW Biz Ops Support Manager you will be responsible for collaborating with business and technical teams to ensure Operations Systems are sustainable scalable achieve optimal performance and enable our functional business team to deliver Apple’s customer commitment.

You will manage a highly skilled team to deliver both operational and strategic goals

Operational Goals and Responsibilities
Downtime Management - Collaborate with IS&T and business teams to:
Maintain a detailed Systems Downtime Calendar
Execute a detailed business impact assessment of all Systems Downtimes in collaboration with regional BPR and business teams
Communicate Systems Downtimes to all impacted stakeholders in a timely and clear manner
Ops Systems Support
Develop Business support strategy that focuses on system performance and stability for BAU and NPI processes.
Implement technologies focused on predictive and preventive monitoring
Implement reporting processes to capture incidents and business impact
Development of KPIs and SLAs for Biz Ops Support Centre of Excellence
Create resource plan to support peaks in support activities
Triage incidents that impact Operations customers and other stakeholders and disrupts the business activities. Processes and Systems including:
Incident identification - identifying incidents as early as possible to minimize business impacts
Impact Assessment - completing thorough and timely business impact assessments
Triage and root cause analysis - collaborate with IS&T and business teams to effectively triage issues
Mitigation - collaborate with IS&T and business teams to ensure timely mitigations/fixes are deployed to minimize any business impact
Recovery - collaborate with IS&T and business teams to plan and execute recovery strategies to ensure minimal customer and business impact
Communications - ensure all of the above steps are effectively communicated to impacted stakeholders
Permanent Resolution - collaborate with IS&T to ensure permanent fixes are deployed for all incidents that impact WW Operations Processes and Systems
Quarterly Business Reviews - Plan Prepare and Deliver Systems Quarterly Business Reviews t
Tier 1+2 Support of in-house development applications including:
Incident Management - Incident Identification Impact Assessment Triage Mitigation Recovery Comms and permanent Resolution (as described above)
Analytics - preparation of Applications Analytics - including monthly and quarterly trend analysis
Quarterly Business Reviews - Plan Prepare and Deliver Systems Quarterly Business Reviews to Trade In business Leadership and WW BPR Leadership
Implement processes for continuous improvement for predictive and preventive measures to reduce defects / incidents that disrupt business processes.
Project Management of initiatives thru capital and non-capital cycle

Resource Management and Planning
Day to day management of WW Biz Ops Support team FTE and Contract Resources
Preparation of detailed development journeys in collaboration with direct reports aligned to overall WW Biz Ops Support Strategic Goals
Develop key performance metrics for the team and monitor against defined goals.
Develop trust and gain respect as team leader. Lead by example. Have regular 1:1s with team. Identify areas of interest enable growth and career development. Maintain team focus on priorities.
Recruit retain key talent


Education & Experience
Education & Experience
Masters or Bachelor’s degree or equivalent in an Engineering Computer Science or Sully Chain Discipline
PMI/PMP certification preferred
Certifications in SAP ECC and S/4HANA desirable
Experience with ITIL methodology


Additional Requirements
Additional Requirements


Pay & Benefits
Pay & Benefits
At Apple base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $152100 and $228900 and your base pay will depend on your skills qualifications experience and location.Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage retirement benefits a range of discounted products and free services and for formal education related to advancing your career at Apple reimbursement for certain educational expenses — including tuition. Additionally this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits. Note: Apple benefit compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.