Service Application Competence Center Manager H/F

Poste : Service Application Competence Center Manager H/F

Localisation : EMEA Region

Contrat : CDI

Service Application Competence Center Manager

As the Service Application Competence Center Manager, you will be the central figure in managing the business application systems, enhancing user experience, and leading key processes within all aftermarket areas. You will act as the Business Application Owner, managing application support and development, fostering collaboration within the Key User community, and ensuring that continuous improvement is embedded in our day-to-day operations.

In this leadership role, you will be responsible for ensuring efficient application performance, promoting best practices, and driving innovation. Your proactive approach will be instrumental in identifying and eliminating inefficiencies, ultimately contributing to the maturity of the organization.

Key Responsibilities:

• Key User (KU) Community Leadership:
• Be the Single Point of Contact (SPOC) for the KU community. Foster collaboration, knowledge-sharing, and continuous improvement. Develop and train KUs to ensure they follow best practices and can resolve issues independently.
• Incident & Request Management:
• Oversee the management of support tickets and incidents, leveraging your application knowledge to proactively address requests. Provide guidance to KUs to help them identify root causes and resolve issues efficiently.
• Enhancement & Change Management:
• Lead the process for implementing enhancements to the system. Work closely with internal stakeholders and suppliers to develop solutions, write Business Requirement Documents (BRDs), and coordinate testing and implementation.
• Supplier Relationship Management:
• Strengthen our partnerships with key suppliers, ensuring alignment on goals and addressing any challenges proactively. Conduct regular meetings to track progress and identify solutions for system improvements.
• Software Release Management:
• Ensure the smooth execution of the software release process and propose improvements for greater control and efficiency.
• Knowledge Base & Self-Help Tools:
• Develop a self-help process for users and create a robust knowledge base within the application, covering FAQs, troubleshooting tips, and best practices.
• Data Management & Compliance:
• Oversee the management of application data and ensure compliance with company policies, security standards, and relevant regulations.
• Continuous Improvement:
• Champion the use of our Carrier Excellence Continuous Improvement (Cx) program, driving higher levels of quality, customer satisfaction, and employee engagement.
• EHS & Ethics Compliance:
• Ensure adherence to Environmental, Health, and Safety (EHS) actions and ethics rules within the organization.

We are looking for candidates with the following skills and experience:

• A Degree in Computer Science, Project Management, Engineering, or a related field.
• At least 5 years of experience in managing digital projects, preferably in the industry sector.
• Strong understanding of CRM solutions (Salesforce experience is a plus) and their application in Service business processes.
• Excellent communication skills—both written and verbal—to engage with diverse stakeholders and manage teams effectively.
• Demonstrated leadership capabilities, with a focus on Business judgment, problem-solving, and operational excellence.