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Requisition Number :
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5715
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Job Title :
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Sr. Manager, Global Client Care
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Position Type :
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Full Time
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Job Type :
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Information Technology
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Company :
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Campbell Soup Company
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Business Unit / Location :
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World Headquarters
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Description :
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Imagine...working for a company that knows that its people are the key to its success in the marketplace. A company in which achieving extraordinary results and having a stimulating work experience are part of the same process.
At Campbell, we cultivate and embrace a diverse employee population. We recognize that people with diverse backgrounds, experiences and perspectives fuel our growth and enrich our global culture.
We are looking for an individual who enjoys working in a fast-paced, team-oriented environment, likes to be challenged, and values the opportunity to make a difference.
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General Summary
Role has responsibility for IT Client Care services (i.e., internal customer service) on a global basis. These services include Help Desk, Security Provisioning and IT Asset Management. Overall responsibilities include strategic and tactical planning, business process implementation, technical solutions implementation, operations, human resource management and budget planning and tracking. Scope of responsibility includes Client Care services for all Campbell Soup Company divisions and business units worldwide. This person reports directly to the IT Director - Application Management Services. Role is responsible for a staff of 7 full time employees as well as an extended staff of outsourced resources performing services in both the Help Desk and Security Provisioning areas. The strategic outsourcing partner providing Help Desk services is based in India.
Principal Accountabilities
1. Strategic & Tactical Planning (20%) - Develop and maintain a visionary long-range plan and responsive tactical plans for continuous improvement of Help Desk, Security Provisioning and IT Asset Management services.
2. Business Process Implementation (20%) - Implement standardized global processes to improve service to end user within the Help Desk, Security Provisioning and IT Asset Management service areas.
3. Technical Solution Implementation (20%) - Leverage technology to support improved Client Care services. This will include maximizing our investment in the Remedy tool set which supports ITIL-compliant process in the following functional areas: Incident Resolution, Problem Management, Change Management, Asset Management and Service Request Processing.
4. Operations (20%) - Ensure continuous availability of service in the following key areas: Help Desk, Security Provisioning and IT Asset Management on a 24X7 follow-the-sun basis. Ensure that key customer service metrics are met or exceeded. Manage key vendor relationships and ensure consistent performance against established service level agreements.
5. Human Resources Management (10%) - Operate global Client Care function with high quality and cost effective associates; ensure high quality task performance, highly motivated work teams, timely performance feedback, and appropriate individual and team recognition. Currently, this function is staffed with 7 full time employees and is supported by multiple third party vendors. The primary vendor is based in India.
6. Financial (10%) - Contribute to financial objectives through efficient and effective management of cost center and/or project budget(s) and strategic outsourcing agreements.
Job Complexity
• Strategic & Tactical Planning: Current Help Desk services are fragmented across the globe. In some locations, services are provided by a third party; In other locations, services are provided locally by an internal team or even a single individual.
• Business Process Implementation: As we go forward with migration to a global Help Desk, one of the challenges that has arisen is capture and maintenance of IT asset information. This includes everything from data about key shared infrastructure components at the macro level to laptops and other personal devices at the individual user level.
• Technical Solution Implementation: Campbell Soup Company has recently invested in a new tool set for IT Incident, Problem and Change Management. This tool set also provides functionality in the areas of Asset Management and Service Request Management. Implementation of this tool set will provide a basis for establishment of standard global processes in each of the aforementioned functional areas. This role will develop and document the business case for implementing this new technology and sell it to the business process owners across the globe. This person will also oversee implementation of the new tool set, including technical infrastructure, configuration, database population, end-to-end testing and training for all resolver teams and end users globally. Incident, Problem and Change Management functionality and processes will be implemented with the current fiscal year. Asset Management functionality and processes will be implemented with the next twelve to eighteen months. Service Request Management functionality and processes will be implemented within the next twelve to twenty-four months. Within the next twelve to eighteen months, incident and problem management functionality will be integrated with the SAP Solution Manager.
• Operations - Help Desk and Security Provisioning are key services that affect every end user worldwide. Current estimates place the number of calls to the various Help Desks worldwide at approximately seven thousand (7000) calls per month. Requests for security access are included in these numbers. This person will work with the IT Manager - Help Desk, the IT Manager - Security Provisioning and the IT Shared Services delivery organization to ensure that calls are received and properly documented and that problems are addressed in a timely manner on a 24X7 basis. This person will ensure that the entire process is adequately controlled, including weekly and monthly meetings with key internal and external service providers to review delivery against established service level agreements and formulate plans for on-going service improvements.
• Human Resources Management - The concept of global client care is new to the Shared Services organization. This person will establish a cohesive team with shared responsibility for delivery of global Client Care. This involves developing and documenting overall long-range objectives as well as specific operational responsibilities for each team within their area of functional expertise. The goal is to establish a cohesive team while ensuring that operational and project deliverables are completed in a timely fashion.
• Financial - There is a new project requiring purchase of software, hardware and services. This role is responsible for preparing the Project Authorization documentation to include a cost breakdown by major categories (e.g., software, hardware, services, etc.), expense classification (i.e., expense or capital), financial justification (i.e., ROI), and any depreciation. Costs must be shown for current as well as future fiscal years. Dispursement of funds (i.e., department, cost center and expense account) must be specified for both expense and capital outlays. Upon completion of the documentation, the incumbent must review the project with the proper parties in the Fixed Assets and Controllers groups to ensure that accounting is correct and that potential expenditures are booked against the correct department, cost center and expense accounts. Once the project has been approved, this role is responsible for ensuring that the required Purchase Order Requisitions have been written and approved and that any associated legal contracts have been fully executed. Finally, this person must ensure that project expenditures are tracked for the life of the project. Very often, the budgeted funds will not be enough to cover the needed resources, so this person will also need to "negotiate" for additional funding or resources.
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Job Specifications
. Bachelors degree required
. 5+ years related experience required
. Thorough knowledge of current IT service delivery trends and best practices needed to frame Client Care strategy and to identify opportunities to use technology to improve business processes, as might be gained through research, attendance at industry-sponsored events, and/or coursework.
• Thorough understanding of application architecture needed to develop recommendations for Client Care software and services.
• Thorough understanding of technical architecture needed to evaluate Client Care software and services; experience managing a medium-to-large enterprise technical infrastructure team a plus.
• Strong written/verbal communications skills needed to document Client Care strategic and tactical plans.
• Strong presentation skills with experience presenting to members of a senior management team needed to clearly communicate all aspects, both functional and technical, of Client Care strategic and tactical plans.
• Strong business acumen and knowledge of business processes in order to identify opportunities to use technology to improve business processes.
• Strong project management skills (e.g., planning, organization, prioritization, timely decision making, delegation, directing others, managing and measuring work, etc.) needed to ensure that high quality Client Care systems and services are delivered on time and within budget; experience managing medium- and large-scale application development and/or technical infrastructure projects is a plus.
• Strong negotiation skills needed to negotiate and/or assist in negotiation of software license and services agreements in a contract management and/or outsourced services governance position.
• Possess a solid understanding of basic accounting principles needed to manage cost center and/or project budget and to prepare Project Authorization documents; prior budget management experience needed.
• Excellent time management skills needed to balance multiple priorities and to ensure delivery of high quality Client Care services; experience managing medium-to-high complexity application development projects and/or managing a support team responsible for maintenance of multiple business systems is a plus.
• Excellent customer focus needed to develop and maintain a visionary long range plan and responsive tactical plans for Client Care function, prior experience in a customer-facing position or managing a team responsible for supporting customer-facing (both internal and external) systems is preferred.
• Strong people management and leadership skills.
• Global travel with overnight stays - 30%
Working Conditions
• Use of repetitive fine muscle movement (e.g., use of computer keyboard) - 25%
• Sustained visual/mental concentration on visual displays (e.g., computer monitor) - 25%
• Work environment mostly clean and comfortable
CAMPBELL SOUP COMPANY
www.campbellsoup.com
Campbell Valuing People, People Valuing Campbell
Campbell Soup Company is an Equal Opportunity Employer
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State/Province :
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New Jersey
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City :
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Camden
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Relocation Approved :
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Yes
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