Social network you want to login/join with: Global Enterprise Applications Service Manager, Milan col-narrow-left Client: Amplifon Location: Job Category: Other - EU work permit required: Yes col-narrow-right Job Reference: f2d40eee0cb5 Job Views: 4 Posted: 16.06.2025 Expiry Date: 31.07.2025 col-wide Job Description: Who we are Amplifon is an Italian multinational company and the global leader in hearing care solutions and services. With over professionals and a network of points of sale in countries, Amplifon helps people rediscover the emotions of sound. The company values people as the key to its success, offering growth opportunities in a multicultural and international environment. Amplifon has been recognized as a "Top Employer" in Europe, the United States, and New Zealand by the Top Employers Institute. Amplifon is working on boosting a Winning Culture that will lead our employees towards the future, starting from the improvement of our Winning Workplace. As part of this, we offer a hybrid working policy, allowing employees to work days/month remotely. What we are looking for The primary purpose of the Global Enterprise Applications Service Manager is to: Manage the Service Desk dealing with internal/external customer enquiries and incidents for a global provider of products and services in the healthcare sector. Monitor requests to evaluate potential enhancements, defect resolutions, and process improvements. Monitor KPI and SLA defined in the AMS contract with system integrators for Level support. Coordinate small enhancements during AMS, managing prioritization and delivery follow-up. Monitor the integrations layer using prebuilt dashboards. Escalate high and critical defects with Level support. Coordinate with cross-functional teams for defect resolution. Ensure incidents are logged accurately and passed to second-line support, managing ticket systems and customer communications for service alerts and maintenance. Identify potential process or system enhancements through analysis of recurring issues. Key Accountabilities and Responsibilities Oversee incidents, problems, changes, and requests. Manage support issues and act as incident manager for major incidents in the region. Serve as escalation point for incidents and requests related to the Supply Chain area. Support root cause analysis and communicate effectively with customers. Provide KPI and trend reports to management regularly and as needed. Collaborate with the AMS Global Director on reporting and consolidating the AMS view. Coordinate small evolutions impacting Corporate and EMEA regions. Perform other tasks as deemed appropriate by the manager. What you’ll need High proficiency in MS Office Suite Strong knowledge of ServiceNow Experience in implementing Oracle Cloud SCM projects end-to-end Knowledge of multi-platform systems with integrations between ERP and CRM systems Experience working for a consultancy or systems integrator in delivery and implementation Strong project management skills and experience delivering complex Oracle Applications projects using Oracle AIM and OUM methods Knowledge of PMP or other delivery methodologies and best practices in project management Knowledge of business analysis methodology and process mapping Interest in Oracle's quarterly feature releases and continuous improvement initiatives J-18808-Ljbffr