Global Support Manager at Dyson

Posted 1 week ago

Summary

Salary:
Commensurate with experience
Team:
Information Technology
Location:

About us

Global IT transforms the way Dyson does business through world class IT Services and Systems. We demand the highest standards of performance from the technologies we engineer and our people expect the same from the technology that supports them. We are a community that appreciates and advocates better engineering. A community of pioneers.
Our aim is to strategically partner to shape our future business, to provide exceptional IT service delivery and continuity whilst driving continuous improvement to deliver transformational change across the company. We are a team that drives operational excellence within IT to achieve exceptional results. Dyson’s Global IT applications service has end-to-end accountability for the design, delivery and support of all business applications enabling Dysons global commercial, operational and enterprise business process. Forming a large proportion of the IT Function, the team are arranged into investment areas including Owner Experience and Retail, Engineering Operations, (Product development, Supply Chain and Manufacturing) and Enterprise (Finance, Legal, Compliance, HR).

About the role

The Application Support Manager will work closely with Global Directors, Heads of Practice, Functional Leads, Strategic Partners and 3rd Party Vendors to design, deliver and maintain world class production support capability for Dyson. In this role you will work seamlessly with equivalent counterparts and support teams in other markets and geographical regions to deliver round the clock 24/7 support capability. In this role your responsibilities will include regional (time-zone) management for:
  • Alignment of local markets and regional stakeholders to global vision for application service operations
  • Request fulfilment & problem management processes (including ticket handling and queue management)
  • Incident management processes including response times and 2nd and 3rd line incident recovery
  • Coordinating/leading internal/external technical teams as necessary for production incidents and problems
  • Publishing timely / relevant stakeholder communications on production incidents & problems
  • Systematic alerting and proactive monitoring on production systems
  • Implementing proactive maintenance activities on global application production services
  • Maintaining compliance with user segregation of duties, security and access policies
  • Maintaining compliance with licensing provisioning and allocation policies
  • Maintaining compliance with company/country/industry regulation requirements (Data/Legal/Finance/Security)
  • Day to day activities and line management responsibility for a team of IT application service/support professionals
  • Day to day ownership for strategic partner and 3rd party vendor performance – including delivery to KPIs & SLAs
  • Facilitating routine service reviews with strategic partners
  • Facilitating routing service reviews with IT & Business Stakeholders
  • Maintenance on global application service knowledge management system
  • Facilitating the seamless handover/takeover activities for global 24/7 support with other regional managers
  • Provision of daily reporting on production status, risks, issues and trends
  • Publish routine Director level MI reports on production application status, performance and trends
  • Foster strong working relationships with regional stakeholders – while maintaining global service accountability
  • Provide subject matter expertise to regional/global, internal/external stakeholders as required
  • Maintain alignment with Dyson Global IT principles and DevOps operating framework

About you

Essential:
  • Ability to communicate clearly with both technical and non-technical stakeholders
  • Strong problem solving skills
  • Ability to build from good relationships (globally)
  • Ability to gather and assimilate information
  • Up to date knowledge of modern IT Operations
  • Ability to be adapt and prioritise
  • Ability to work under pressure and meet deadlines
  • Ability to think ahead and anticipate problems, issues and solutions
Desirable:
  • Good knowledge of quality standards, legislation and best practice (ITIL / VeriSM)
  • Experience of integrated systems and engineering tools and technologies
  • Experience of data handling (legislation, Regulation, Security)
  • Experience of back office applications (ERP, Finance, Logistics, Procurement, Supply Chain)
  • Experience of front office applications (E-Commerce, CDN/CRM/Integration)
  • Experience of IT operations toolsets Service Now, Advanced Excel, Visio, Sharepoint, Teams, Confluence, Jira.

Benefits

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.
Financial benefits
  • 401K with up to a 4% match
  • Company paid Life Insurance and AD&D
  • Flexible Savings Account (FSA) and Health Savings Account (HSA)
Lifestyle benefits
  • Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
  • Pre-tax Commuter Benefits (applicable areas only)
  • Generous Child Care Leave Program
  • Wellness Program
  • Employee Assistance Program
  • Generous Dyson Product Discounts
Health benefits
  • Multi-Level Healthcare Coverage Options
  • Vision & Dental Coverage
  • Company paid Short-Term and Long-Term Disability

Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at americas.talentacquisition@dyson.com for more information.
Dyson is an Equal Opportunity Employer

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.
Posted: 31 July 2020

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