Global IT Service Transition Lead

Location: PH - Philippines - A5R0   
Goodyear Talent Acquisition Representative: Joseph Robines  
Sponsorship Available:  No
Relocation Assistance Available: No 

Primary Purpose of the Position

The Service Transition Lead will be responsible for managing the transition from the Project Hyper care phase to the Global IT strategic support organization. The responsibilities cover SAP applications in all SBUs and Global functions.

The Service Transition Lead will closely work with the ITSS team leaders to monitor Incident tickets and KPIs to ensure we facilitate swift resolution of incidents, provide regular reports to the IT leadership team and act as a coordinator between ITSS and Application Development Leaders on how to improve the service offered.

Job Responsibilities

On Projects

• Participate as a Service Transition Lead on project teams to facilitate the transition to the operational support team after hypercare.
• Work closely with the Project Manager to define a project handover process from the project team to operational support teams and identify the appropriate support teams to which the project/application will be handed over
• Define knowledge transition sign-off criteria, and timelines and monitor progress until KT is signed off and complete.

Knowledge Management

• Utilize the Trautman KT methodology for all Global IT projects and ensure that project artifacts, training documentation, and other relevant documentations are complete for the transition of ITSS supporting the project in operational mode
• Work with ITSS in ensuring the knowledge repository for Global SAP COE is updated regularly to reflect the latest changes in processes and/or IT-related enhancements
• Work with the Global Knowledge Management Architect in implementing best practices

Incident Management  

• Work with the operational support teams such as Global Business Support, GSOC, and Service Desk teams on receiving periodic incident reports
• Update the relevant IT Managers and ensure that information requests by the support teams are provided in a timely manner

Other Responsibilities

• Work with Project Leaders and ITSS on resource requirement analysis and provide proposals for resource allocation and/or increasing headcount to create capacity
• Act as a liaison between ITSS and Application Development teams on strategic projects

Job Qualifications

• Minimum 3 – 5 years of IT application experience preferably on SAP
• Minimum 2 years of working on mid to large projects
• Proven communication experience with mid-level Leaders
• Understanding ITIL processes will be beneficial

• Good working knowledge of IT SAP Systems
• Knowledge of, and ability to deliver Customer Service excellence both internally and externally
• Good analytical, organizational, and troubleshooting skills
• Good written and Verbal skills
• Experience in managing a myriad of demands, requests, and tasks based on priority and business value
• Exposure and a working knowledge of proper IT and Business Governance principles

Advantage:

• Knowledge of cloud applications
• Project methodology experience

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Goodyear is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, ethnicity, citizenship, or any other characteristic protected by law.

Goodyear is one of the world’s largest tire companies. It employs about 72,000 people and manufactures its products in 57 facilities in 23 countries around the world. Its two Innovation Centers in Akron, Ohio and Colmar-Berg, Luxembourg strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate