Cegid Jr. Service Lead
Cebu City, Philippines, Philippines
Full Time
Customer Experience
Mid Level
As Jr. POS/Cegid AMS Service Lead in APAC, you will play a crucial role in overseeing the delivery of application support and services for a specific client, ensuring efficient management and resolution of application-related issues. You will serve as the main point of contact for both internal teams and clients, working to maintain service excellence and drive continuous improvement in service delivery. You will intervene in particular Point of Sales Solution (POS), in full development of the growth of connected digital business. Beyond the historical features of these solutions - the functions of sales management, inventory management and collection in-store - they evolve to integrate for example:
Responsibilities
- Digitalization of the point of sale (clientele, cataloging)
- Omnichannel sales experiences (e-reservation, click & collect etc.)
- Unified stock management
- Loyalty management
Responsibilities
Service Delivery Management:
- Lead the end-to-end management of AMS for clients, ensuring that service levels (SLA) and KPIs are met or exceeded.
- Act as the primary interface between the client, technical teams, and service providers, ensuring clear communication and collaboration.
- Coordinate the resolution of application incidents, problems, and service requests, managing escalations as necessary.
- Oversee the proactive monitoring of applications and systems to prevent downtime and mitigate risks.
- Track service performance and prepare regular reports to stakeholders, highlighting service performance and areas for improvement.
Team Leadership:
- Lead and mentor a team of AMS consultants to ensure high performance and adherence to service standards.
- Support the team in troubleshooting and resolving complex application issues, providing guidance and escalation support when needed.
- Conduct regular team meetings, provide feedback, and implement continuous training and development plans.
- Build and maintain strong relationships with client and IT stakeholders to understand their needs and ensure that AMS solutions align with business objectives.
- Facilitate regular service review meetings with clients to assess satisfaction, discuss ongoing service improvements, and plan future service enhancements.
- Provide status updates, progress reports, and communicate effectively with clients regarding ongoing support and operational issues.
Process Improvement & Innovation:
- Identify opportunities for continuous improvement in service delivery, processes, and tools, ensuring that AMS services are aligned with industry best practices.
- Drive the adoption of automation, self-service, and AI-driven solutions within the AMS environment.
- Promote a culture of knowledge sharing, continuous learning, and innovative problem-solving within the team.
Incident, Problem & Change Management:
- Lead incident response efforts, ensuring timely resolution and root cause analysis of critical application issues.
- Collaborate with Change Management teams to manage application updates, patches, and new releases with minimal disruption to business operations.
- Coordinate post-incident reviews to identify improvements in application support processes and ensure lessons learned are implemented.
Compliance & Risk Management:
- Ensure that all service delivery activities comply with relevant policies, standards, and regulatory requirements.
- Proactively manage risks related to application availability, performance, and security, taking preventive actions to mitigate potential issues.
Education & Experience:
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.
- 3+ years of experience in IT Service Management, Application Support, or a related field, a leadership or supervisory role is a plus
- Strong knowledge of ITIL, service management frameworks, and best practices for incident, problem, and change management.
- Previous experience with retail technology platforms (e.g., POS systems, e-commerce platforms, ERP, CRM) is a plus
Technical Skills:
- Familiarity with enterprise application management, monitoring tools, and support processes (e.g., ServiceNow, Remedy, BMC).
- Knowledge of application lifecycle management, including deployment, maintenance, and optimization.
- Understanding of IT infrastructure, cloud platforms (e.g., AWS, Azure), and database management systems.
- Familiarity with common retail systems (ERP, POS, CRM) and related integrations is a plus
- Excellent communication and interpersonal skills, with the ability to engage with both technical and non-technical stakeholders.
- Strong leadership abilities with experience in team management and mentoring.
- Problem-solving mindset with the ability to prioritize and manage multiple tasks simultaneously.
- Strong customer service orientation, with a focus on delivering high-quality results.
Key Competencies:
- Leadership & Team Management: Ability to inspire, guide, and develop a diverse team in a fast-paced environment.
- Stakeholder Management: Excellent at managing relationships and expectations across different business units and client groups.
- Process Optimization: Strong ability to analyze and improve service delivery processes, applying best practices and innovative solutions.
- Analytical & Problem-Solving: High-level analytical skills to identify root causes and design solutions for complex service delivery challenges.
Preferred Qualifications:
- ITIL v3 or v4 certification or similar certifications in IT Service Management.
- Experience with application maintenance and support preferably a Point-of-Sales solution
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