Applications Support Manager : SAP Finance

For 23 years, Autodesk has invested in people, software, and technology to help customers realize their ideas-to compete and win. We first revolutionized the software industry with the AutoCAD® product, which introduced drafting on a PC. The widespread popularity of AutoCAD software forged our company's lifetime commitment to practical innovation that drives productivity and profitability. AutoCAD also paved the way for our technology leadership in industries such as building, infrastructure, manufacturing, media and entertainment, and wireless data.Autodesk - the developer of AutoCAD and 3D Studio - is looking for a talented Applications Support Manager to further extend our world class information technology environment. Reporting to the Director of IT Enterprise Application QA and Support, the successful candidate will drive the support of projects and applications that provides SAP Financial and HR functionality to internal clients. This candidate will lead a team of professionals, located world wide, which includes Support Analysts working to deploy and support applications for SAP.Autodesk is the fourth largest software development company in the United States, with well in excess of 50 distinct products. We are one of the fastest growing Fortune 500 Companies with revenues in excess of $1 billion. Our business is growing and we need professionals who are ready for the exciting challenge of delivering technical solutions to facilitate this growth. Our services and solutions are used by thousands of users worldwide 24 hours a day, 7 days a week. You will make a difference!The IT SAP Finance Application Support Manager is responsible for supporting applications ensuring end to end services using these applications are delivered as per the agreed Service Level Agreements with customers. They work closely with the Service Delivery Manager ensuring services provided by third party vendors (application hosting) are being delivered in order for you to meet overall service levels.Leading a team responsible for responding to Operational Incidents and Service Requests they will work in combination with the Service Management Organization and the Development organization to improve reliability and stability of these services thus improving service levels to customers and partners.Working closely with the IT Applications Development Organization they will ensure application acceptance criteria is met as part of their delivery of new features and upgrades and will log and prioritize defects and improvements communicating updates and delivery dates to the customer and partners.ResponsibilitiesManages and supervises a team of professionals in various locations responsible for providing a comprehensive and integrated set of support services to the IT Enterprise Applications organization and the business community.Ensures the resolution of production incidents within the service levels agreed and ensures the appropriate communication to service managers, customers and service desk is followed.Collaborates with change management, service manager and operations team managers to ensure processes are followed and risks and impacts to service levels are understood and communicated for new or updated services.Establishes workarounds for incidents and prioritize defects with the Development organization ensuring operating level agreements are met. Acts as single point of contact with the customer to communicate defect status expected release dates.Responsible for deliverables to be on time and within budget. Partners with Service Managers, Project Management and Development teams to ensure project commitments are met.Monitors performance against targets.Serves as an escalation point for conflicts that cannot be resolved directly by Support team members, project managers, etc. as well as post production and customer issues.Facilitates decisions on difficult issues by taking actions to ensure relevant analysis is completed, key stakeholders are consulted, and required organizational support is built.Fosters effective and open interdepartmental communication and cooperation.Ensures professional development of staff, balancing professional interests and Autodesk skill requirements. Ensures staff is trained, mentored and developed.Manages year end performance reviews and makes salary, bonus, and promotion recommendations in conjunction with IT Ent Apps mgmt.Engages staff and motivates the team to produce results. Actively coaches, mentors and challenges team members, provides constructive feedback and suggestions for improvement.Develops and delivers on yearly departmental goals; aligns these goals with overall IT strategies and goals.Actively participates in annual business and three-year strategic planning activities related to the IT Ent Apps project roadmap and setting of annual goals.Actively participates in Support as well as cross functional process improvements.Requirements:At least 8+ years experience supporting enterprise-class business applications (Siebel, SAP, PeopleSoft, etc.).At least 5+ years experience managing teams.3+ years supporting and managing SAP functional teams (FI-CO, SD, HR).Experience defining and managing transition requirements to ensure Service Acceptance Criteria is met; working with Development on service acceptance delivery.Thorough understanding of Operational Support Processes and excellent business acumen and ability to direct team in dissecting and diagnosing complex problems.Strong management experience, including management of virtual teams; defining and managing Global support processes & metrics.BS/BA in a technical discipline and MBA, or equivalent work experience.Excellent written and verbal communication skills.Proven record of building high performing teams.Strong organizational, interpersonal and communication skills.Proven history of thriving in a fast-paced and often ambiguous environment.
Autodesk is always looking for extraordinary people who strive for excellence. We recognize that our success is in large part due to the outstanding talent and dedication of our employees. Your opinions, ideas, and participation in the company's decisions and actions aren't just welcome-they're expected. We take pride in a culture based on respect, collaboration, and diversity.
Because each of us has different needs and our own lifestyle, Autodesk offers a variety of benefits. A rewarding career and personal life depend in part on our continued good health and peace of mind. Autodesk therefore offers a wide range of high-quality health insurance plans, survivor and income protection plans and flexible spending accounts as part of our flexible benefits program.
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