Job Description

Description

Role Summary

Reporting to the Product Line Support Leader, the OTC Service Delivery Lead is a dynamic technology professional who will work closely with the IT Leadership, IT Business Relationship Managers, ERP Technical Product Managers and their internal teams, Business Owners and our vendors to manage the ERP Commercial and Logistics application portfolio in Corteva Agriscience(TM). S/He will have responsibility for managing IT service providers, and third-party contractors responsible for day-to-day operations.

Key Responsibilities & Accountabilities

Responsibilities

• Manage the service delivery of the Order to Cash (OTC) applications portfolio. The portfolio may include other related applications as well
• Establish Managed Services model for application support for the global OTC portfolio
• Provide leadership, coaching and direction to a team of highly skilled global workforce. In addition, hire and train staff, both employees and contingent workers globally
• Incorporate operational excellence standards into daily operations to continually improve performance & availability
• Responsible for integrated incident, change and problem management
• Responsible for communications and interfacing with internal and external stakeholders impacted, or potentially impacted, by service disruption, additions, changes, and/or reductions in service
• Develop application-related change and release management plans in partnership with Enterprise Platforms & Applications teams
• Plan and coordinate environment Changes in the application environment
• Partner with IT stakeholders, end-to-end service integration team and external vendors, as needed, to plan and drive implementation of change requests impacting the portfolio
• Validate and ensure all software components have sufficient license entitlements and maintenance contracts in place, as required for the application
• Identify and implement service improvements and process improvements
• Ensure the audit requirements and processes are followed strictly and represent the application, if selected for audit. Implement and monitor controls defined by the internal controls standards manual.
• Responsible for 24x7 365 application availability
• Responsible for application lifecycle management in collaborating with the Enterprise Platforms group and the Enterprise architects for large upgrades, App decommissioning etc.
• Lead/Manage the transition from projects to production support team.

Accountabilities

• Application service level targets (e.g., availability, performance) met or exceeded
• Timely investigation and resolution of Application issues through coordination with User Support teams

Key Competencies required

Technical Competencies

• Extensive knowledge of enterprise applications and the supported business processes
• Ability learn and upskill on new technologies, processes and applications
• Experience working with Vendors, product roadmaps and support lifecycles
• Understanding of ITIL processes
• Detailed understanding of Overall Order to Cash & Supply Chain processes
• Strong Knowledge of SAP SD, LE & S4 Logistics
• Knowledge on implementation & support of ECC

Leadership Competencies

• Work with cross-functional global teams
• Manage externally contracted vendor resources
• Strong verbal and written communication skills
• Knowledge and Understanding of Internal Controls

Qualifications

Experience & Education required

• Overall 12+ years of experience with at least 10-12 years of relevant functional configuration experience with specialization in SD & LE processes
• Strong Knowledge of SAP ECC SD, LE & S4 HANA logistics 1709 or later
• SD Integration with various logistic modules and their E2E data flow.
• Knowledge on implementation & support of SAP SD.
• SAP Sales Process & Configuration overview
• Strong experience in IT application support
• Strong experience in managing global teams
• Preferred Bachelor's degree in Information Technology, engineering or related field.
• SAP Certification will be an advantage