SAP Application Support Manager

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 150,000 people worldwide, including 2,900 in Marseilles where its head office is located.

Summary

CMA CGM is has decided to re-start the LISA finance project and in the pilot go live, ANL is selected in Jan 2022, SA will go live in 2023 and CCAP, CMA CGM Asia Pacific will go live in 2024. The SAP Application Support Manager is responsible for managing the support and maintenance of SAP applications and systems. This includes managing a team of support analysts, developing, and implementing support processes, and ensuring the timely resolution of incidents and service requests.

Key Result Areas

• Incident and Service Request Management: The manager should be evaluated on the effectiveness of incident and service request management, including the number of incidents and service requests resolved within SLA, the number of incidents escalated, and the percentage of incidents and service requests resolved within target resolution times
• Team Performance: The manager should be evaluated on the performance of their team, including team productivity, responsiveness, customer satisfaction, and quality of work
• Process Improvement: The manager should be evaluated on their ability to identify and implement process improvements that increase the efficiency and effectiveness of the support team
• System Stability: The manager should be evaluated on the stability of the SAP systems under their responsibility, including the frequency and severity of system outages and downtime
• Communication: The manager should be evaluated on their ability to communicate effectively with stakeholders, including customers, vendors, and internal teams
• Continuous Improvement: The manager should be evaluated on their ability to continuously improve the support function, including identifying and addressing recurring issues and providing recommendations for system and process improvements

Key Accountabilities/Duties

• Manage the support and maintenance of SAP applications and systems
• Develop and implement support processes and procedures to ensure effective incident and service request management
• Ensure the timely resolution of incidents and service requests, and manage the escalation process as necessary
• Manage a team of support analysts, providing guidance and support as needed
• Monitor and evaluate the effectiveness of support processes and make recommendations for improvement
• Collaborate with functional teams to identify and prioritize support and maintenance requirements
• Develop and maintain documentation of support processes, procedures, and standards
• Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs)

**This role is opened for local employment only.

We will only consider applicants who have received, or are willing to receive by the date of recruitment, the full regimen of a WHO EUL vaccine (examples include Pfizer-BioNTech/COMIRNATY, Moderna, Sinovac-CoronaVac, and AstraZeneca). Proof of vaccination will be required.

**Salary package (local) & job title shall commensurate with experience.

**Kindly note that only short-listed applicants will be contacted.

** By applying for this role, you hereby consent to the CMA CGM Group collecting, processing and using any personal information you submit, for the following purposes: 
(i)    To process the application for the role being applied for; 
(ii)    To process the application for other open positions within the CMA CGM Group which may be suitable to you; 
(iii)    To conduct necessary reference checks; and 
(iv)    Any other purpose related to one or more of the above.
You further consent to the CMA CGM Group retaining such personal information for a period of two years following your submission thereof, so that we may consider you for other open positions within the CMA CGM Group which may be suitable to you in the event that you are not selected for this role. 

NOTICE TO THIRD PARTY AGENCIES:  Please note that CMA CGM Group does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, CMA CGM Group will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, CMA CGM Group explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of CMA CGM Group.

Come along on CMA CGM’s adventure !