Support Manager

Abroad Work; York; On-site; USD 152,000 - 229,000

Job description

Manager, Biz Ops Support - WWBPR
Summary Posted: 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

1. 5 years job experience as line manager, program manager, or team lead in global organizations.
2. 5 years of experience in Enterprise Application Support Management.
3. Experience in managing or leading teams responsible for Enterprise Application Support.
4. Excellent project management skills; experience working in a matrix organization.
5. Work in strategic, tactical, and operational capacity to improve quality and speed of Application Support.
6. Experience developing Application Support Key Performance Metrics and SLA’s.
7. Proven expertise in Operations Order to Cash process and systems.
8. Proven expertise in Operations Plan to Manufacture processes and systems.
9. Proven experience with SAP ECC 6, Business Intelligence, AI/ML technologies.
10. Proven experience in working in both cross-functional and global contexts.
11. Proven experience in developing and measuring KPIs and SLAs for Application Support.
12. Excellent verbal and written communication skills, attention to detail, and the ability to communicate at all organizational levels.
13. Possess excellent people management skills; ability to influence others and to quickly establish trust and credibility to achieve organizational goals.
14. Customer focused: Passionate about the customer experience.
15. Executive presence: Proven ability to effectively and succinctly present complex topics to a diverse leadership audience.
16. Problem-solving techniques for issue resolution.
17. Ability to communicate clearly and professionally with business partners on the status of production issues and resolution strategy.
18. Excellent interpersonal and problem-solving skills required to serve a diverse customer base and deal effectively with escalating issues.
19. Demonstrate ability to bring in continuous improvements in business processes and systems.
20. ServiceNow and IVR technology experience a plus.

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 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

1. Downtime Management: Collaborate with IS&T and business teams to:
   1. Maintain a detailed Systems Downtime Calendar.
   2. Execute a detailed business impact assessment of all Systems Downtimes.
   3. Communicate Systems Downtimes to all impacted stakeholders in a timely and clear manner.
2. Ops Systems Support: Develop Business support strategy that focuses on system performance and stability for BAU and NPI processes.
3. Implement technologies focused on predictive and preventive monitoring.
4. Implement reporting processes to capture incidents and business impact.
5. Development of KPIs and SLAs for Biz Ops Support Centre of Excellence.
6. Create resource plan to support peaks in support activities.
7. Triage incidents that impact Operations customers and other stakeholders.

Resource Management and Planning

1. Day-to-day management of WW Biz Ops Support team FTE and Contract Resources.
2. Preparation of detailed development journeys in collaboration with direct reports aligned to overall WW Biz Ops Support Strategic Goals.
3. Develop key performance metrics for the team and monitor against defined goals.
4. Develop trust and gain respect as team leader. Lead by example. Maintain team focus on priorities.
5. Recruit and retain key talent.

Education & Experience

1. Master's or Bachelor’s degree or equivalent in an Engineering, Computer Science, or Supply Chain Discipline.
2. PMI/PMP certification preferred.
3. Certifications in SAP ECC and S/4HANA desirable.
4. Experience with ITIL methodology.

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. The base pay range for this role is between $152,100 and $228,900, depending 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. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.