Manager, Biz Ops Support - WWBPR

Job Description

Summary

Posted: Dec 15, 2023 Weekly Hours: 40 Role Number: 200517641 Imagine what you could do here. At Apple, we believe new ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just create products — they create the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it

Key Qualifications

Key Qualifications

• 5 years job experience as line manager, program manager, or team lead in global organizations.
• 5 years of experience in Enterprise Application Support Management
• Experience in managing or leading teams responsible for Enterprise Application Support
• Excellent project management skills, experience working in a matrix organization
• Work in strategic, tactical, and operational capacity to improve quality and speed of Application Support
• Experience Developing of Application Support Key Performance Metrics and SLA’s
• Proven Expertise in Operations Order to Cash process and systems
• Proven Expertise in Operations Plan to Manufacture processes and systems
• Proven Experience with SAP ECC 6, Business Intelligence, AI/ML technologies
• Proven Experience in working in both cross functional and global contexts
• Proven Experience in developing and measuring KPIs and SLAs for Application Support
• Excellent verbal and written communication skills, attention to detail and the ability to communicate at all organizational levels.
• Possess excellent people management skills; have ability to influence others and to quickly establish trust and credibility to achieve organizational goals.
• Customer Focused: Passionate about the customer experience and what can be down to
• Exec Presence - proven ability to effectively and succinctly present complex topics, initiatives, post-mortem, proposals to a diverse leadership audience
• Problem Solving techniques for issue resolution
• Ability to communicate clearly and professionally with our business partners on the status of production issues and resolution strategy. Excellent interpersonal and problem solving skills required to serve diverse customer base and deal effectively with escalating issues.
• Demonstrate ability to bring in Continuous Improvements in Business Process and Systems. Implement automation around routine/ repeatable tasks.
• Service now and IVR technology experience a plus

Description

Description Apple Operations and Supply Chain delivers to customer promise with revolutionary precision, accuracy and at an immense scale. At the heart of that revolution precision, accuracy and scale are best in class processes and systems. As WW Biz Ops Support Manager you will be responsible for collaborating with business and technical teams to ensure Operations Systems are sustainable, scalable, achieve optimal performance and enable our functional business team to deliver Apple’s customer commitment. You will manage a highly skilled team to deliver both operational and strategic goals Operational Goals and Responsibilities Downtime Management - Collaborate with IS&T and business teams to: Maintain a detailed Systems Downtime Calendar Execute a detailed business impact assessment of all Systems Downtimes in collaboration with regional BPR and business teams Communicate Systems Downtimes to all impacted stakeholders in a timely and clear manner Ops Systems Support Develop Business support strategy that focuses on system performance and stability for BAU and NPI processes. Implement technologies focused on predictive and preventive monitoring Implement reporting processes to capture incidents and business impact Development of KPIs and SLAs for Biz Ops Support Centre of Excellence Create resource plan to support peaks in support activities Triage incidents that impact Operations, customers, and other stakeholders and disrupts the business activities. Processes and Systems including: Incident identification - identifying incidents as early as possible to minimize business impacts Impact Assessment - completing thorough and timely business impact assessments Triage and root cause analysis - collaborate with IS&T and business teams to effectively triage issues Mitigation - collaborate with IS&T and business teams to ensure timely mitigations/fixes are deployed to minimize any business impact Recovery - collaborate with IS&T and business teams to plan and execute recovery strategies to ensure minimal customer and business impact Communications - ensure all of the above steps are effectively communicated to impacted stakeholders Permanent Resolution - collaborate with IS&T to ensure permanent fixes are deployed for all incidents that impact WW Operations Processes and Systems Quarterly Business Reviews - Plan, Prepare and Deliver Systems Quarterly Business Reviews t Tier 1+2 Support of in-house development applications including: Incident Management - Incident Identification, Impact Assessment, Triage Mitigation, Recovery, Comms and permanent Resolution (as described above) Analytics - preparation of Applications Analytics - including monthly and quarterly trend analysis Quarterly Business Reviews - Plan, Prepare and Deliver Systems Quarterly Business Reviews to Trade In business Leadership and WW BPR Leadership Implement processes for continuous improvement for predictive and preventive measures to reduce defects / incidents that disrupt business processes. Project Management of initiatives thru capital and non-capital cycle Resource Management and Planning Day to day management of WW Biz Ops Support team FTE and Contract Resources Preparation of detailed development journeys in collaboration with direct reports, aligned to overall WW Biz Ops Support Strategic Goals Develop key performance metrics for the team and monitor against defined goals. Develop trust and gain respect as team leader. Lead by example. Have regular 1:1s with team. Identify areas of interest, enable growth and career development. Maintain team focus on priorities. Recruit, retain key talent

Education & Experience

Education & Experience Masters or Bachelor’s degree or equivalent in an Engineering, Computer Science or Sully Chain Discipline PMI/PMP certification preferred Certifications in SAP ECC and S/4HANA desirable Experience with ITIL methodology

Additional Requirements

Additional Requirements

Pay & Benefits

Pay & Benefits

• At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $152,100 and $228,900, and your base pay will depend on your skills, qualifications, experience, and location.
  Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
  Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.