Requirements Must to have •AMS Model. •ITIL. •SoftSkill - Customer management. •SoftSkill - Efective Communication. •SoftSkill – Leadership. •SoftSkill - Negotiation skills. •SoftSkill – Teamwork. •SoftSkill - Planning & Organization. •SoftSkill - Problem solving. •Responsible for the overall service performance, monitoring and control the priorities. Conflicts. •Meeting the customer expectation with the services scope and generating appropriate actions from feedback •Experience Level of Service Provided, including planning, estimating, managing the change of scope, mitigating the risk of all deliverables. •Experience in service requirements, issues resolutions. •Experience Maintains a consistent and high-quality approach. •Experience having a clear vision of how to benefit the Customer . •Experience implementing process improvement as well as best practices. Responsibilities •Leads and executes Operational Rhythm activities at the operational and tactical level (Provide and present weekly and monthly status reports to the - client regarding SLAs, projects, and initiatives). •Ensures adherence to ERP Playbook and ITIL. •Ensures that team members document enhancement/change requests, estimate or support estimates, define work plans, and monitor the various requests until completion •Ensures SLAs (Service Level Agreements) compliance to meet contractual obligations. •Coordinates with different groups to ensure seamless integration of ERP systems with other applications. •Coordinate with external vendors and partners to manage service contracts from an operational perspective. •Facilitates and/or leads team members to troubleshoot and resolve complex issues related to ERP modules/products and functionalities. •Handle P1 and P2 incidents, supporting the assigned team members until resolution, documenting the RCA and the client's process. •Facilitates and/or leads root cause analysis for critical incidents and implement preventive measures. •Facilitates and/or leads team members to execute activities to identify improvements, as well as perform productivity analysis of his service and team members. •Proposes and implements automation and optimization initiatives for ERP services and/or operations. •Follow up and/or lead ERP enhancements. •Address various internal Softtek requests, such as audits, use of tools and methodologies, team training, etc. •Demonstrate strong project management and operational execution skills. •Proven Change agent skills - demonstrated ability to identify and implement best practices. •Negotiation skills for commitments, scope changes, timelines, effort, and proposals. •Decision-making skills that help implement corrective actions for service deviations. •Ability to mobilize commitment from other functions - boundarylessness, Influencing skills. •Strong skills in statistical analysis - applied to variation reduction and process optimization. •Productivity - Effort Forecasting and Control. •Ability to communicate effectively with team members and customers, providing progress and status of service/specific requests. •Ability to work with team members across different locations including LATAM and India. •Experience managing teams of 10 or more people. •Experience/knowledge of automation methodologies and initiatives to reduce ticketing and ticket resolution times. •Experience/knowledge of Knowledge Transfer processes, SOP creation, and the creation of required documentation for service delivery. •Energized and ability to energize others Leadership. •Proactive mindset. •Customer oriented. •Problem solving oriented. •Ability to work under high pressure, complex environments and availability to attend critical issues, handling P1 and P2 incidents outside of office hours or on weekends. •Related AMS process expertise. Required Languages: • Intermediate English 51 - 79 % Job location(s): • Hybrid, Colombia. - AMS Model. - ITIL. Profesional 1886494973 #J-18808-Ljbffr