We are looing for a highly skilled Service Manager - AMS who will be responsible for overseeing the delivery and management of Application Management Services (AMS) provided by outsourced vendors, ensuring that services are delivered according to business needs and contractual agreements. This role serves as the primary point of contact for L2 AMS outsourced service provider, managing relationships, monitoring performance, and driving continuous improvement. The Service Manager - AMS ensures that all AMS activities align with the broader service management framework, contributing to the organization's overall service delivery objectives
YOUR NEW KEY RESPONSIBILITIES:
• Act as the primary point of contact for the L2 and L3 AMS outsourced service provider, managing the relationship and ensuring clear communication and aligned objectives.
• Manage the relationship with the L2 AMS vendor, ensuring adherence to contractual obligations, and facilitating effective collaboration.
• Coordinate L3 Operations capacity planning and allocation across product teams, ensuring optimal resource utilization.
• Conduct regular performance reviews with the AMS vendor to ensure compliance with SLAs and KPIs, addressing any areas of concern promptly.
• Participate and support SIAM and Business Continuity Management (BCM) teams during major crisis situations involving the AMS vendor.
• Engage with internal stakeholders to understand business needs and ensure that AMS services are aligned with these requirements.
• Facilitate L2 service reviews and L3 Operations Community of Practice, ensuring effective communication and collaboration.
• Oversee the transition of new or changed AMS services into the production environment, ensuring minimal disruption to business operations.
• Manage the budget for AMS services, ensuring cost-effective service delivery while maintaining high-quality standards.
• Oversee the delivery of AMS services to ensure they meet established quality standards and business requirements.
• Monitor service levels and performance metrics, proactively identifying trends, potential issues, and areas for improvement.
• Identify and manage risks related to AMS service delivery, working with the vendor and internal teams to mitigate potential impacts on service quality and continuity.
• Ensure that all AMS service management activities are well-documented, including service delivery reports, incident reports, and root cause analyses.
• Identify opportunities for continuous improvement within AMS services, working with the vendor and internal teams to implement enhancements that align with business needs.
ARE THESE YOUR SECRET INGREDIENTS?
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience (5+ years) in managing Application Management Services (AMS) or similar IT service management roles within a complex, multi-vendor environment.
• Strong understanding of service management frameworks, such as ITIL v4, and experience in vendor management.
• Excellent communication and stakeholder management skills with the ability to manage multiple stakeholders and vendors.
• Strong analytical skills with the ability to monitor performance and implement improvements.
• Desired Experience with IT Service Management (ITSM) tools such as ServiceNow (preferred), BMC Remedy, or similar.
• In-depth knowledge understanding of AMS and IT service management frameworks.
• Strong vendor management skills, with experience in managing outsourced service providers.
• Ability to oversee service transition and change management processes, ensuring minimal disruption to business operations.
• Proficiency in managing budgets and costs, with a focus on delivering cost-effective, high-quality services.
• Excellent risk management skills, with the ability to develop and maintain contingency plans for critical services.
• Desired Certifications in the area of ITSM or related tooling.
ABOUT YOUR NEW TEAM:
We are Coca-Cola Hellenic, a growth-focused consumer goods business and strategic bottling partner of the Coca-Cola Company. We bottle, distribute and sell an unrivalled range of products in 29 markets in Europe, Africa and Eurasia. As we do, we create value for all stakeholders, support socio-economic growth and build a more positive environmental impact.
We bring together more than 30,000 people from over 70 nationalities, coming from five continents. The diversity of our markets, from mature to emerging economies, provides a wide range of attractive opportunities for growth.
We nurture our talents. We give opportunities to people across all functions and levels, as well as different geographies, backgrounds and education. We are willing to take a risk on the people we believe in, even if they don’t have the perfect experience. We have faith in what every person can be.
And although we have so much to be proud of, we always stay humble. We believe the real magic happens – for us and for you – when we OPEN UP.
AT COCA-COLA HBC, DIVERSITY HELPS US THRIVE
At Coca-Cola HBC, we are an inclusive employer that thrives on diversity. This means our environment provides equal opportunities for all, regardless of race, color, religion, age, disability, sexual orientation, or gender identity. Join us in nurturing a culture where everyone belongs and contributes to our collective success.
