Global IS Operations Manager HRIS

🌍Location: hybrid - 2 days per week from Kraków, Poland (Old-Town, Wesoła I)

⏰Start date for assignment: ASAP

💰Rate: up to 230 zl/h on B2B.

⏳Duration: first contract for 6 months + extensions (long-term cooperation, at least a few years).

📕Language: English.

⚙️Industry: Automotive.

💻Workload: Full time.

Organizational interfaces

§ Direct Manager

Global IS Operations Manager Corporate.

§ Direct Report

AMS contractors.

§ Organizational interfaces

Central services (help desk, asset management), Practices & IS Product Specialist

Global IT infrastructure Operations Manager.

Competencies requirements

• § Master’s degree in IS or Engineering School with IT specialization or equivalent.

Previous Experience & key technical skills:

• HRIS domain experience: LMS, HR System (SAP Success Factor), Payroll, T&A systems.
• ITIL v3/v4 certificate (MUST HAVE).
• Lean management skills or appetite to learn them.
• Problem-solving and continuous improvement.

Key behavioural competencies:

• Customer-centric, “go & see” mindset to understand problems and deep-dive when necessary.
• Leader (for his team and transversally), organized.
• Able to work with multicultural teams (esp. India).
• English.

Responsibilities:

• Accountable for standard request management, L2/L3 support, corrective and evolutive maintenance of HRIS domain systems, after handover from project team during hyper-care phase including the Build to run activities.
• Contribute to projects by supporting data migration from old systems to new ones.
• Representative of HRIS for HR representatives on a daily basis.

Main KPIs:

• User satisfaction (NPS)
• SLA KPIs:
• Standard requests completion lead-time
• System availability (%), number of incidents, MTTR of incidents
• % of changes delivered right the first time (no patching or roll-back required)
• Number of changes delivered
• Maintenance and support costs (including licences)

Activities and deliverables:

• Support (incident management): manage standard service requests and level 2 support (level 1 = Help desk)
• Corrective maintenance (level 3)
• Pilot miscellaneous AMS contracts and activities
• Preventive maintenance: monitor system KPIs to anticipate problems, including licence usage
• Small evolutive maintenance (<10 man.days/evolution) from business analysis to deployment and actual value measurement
• Release management: manage deployment of all changes impacting systems in his scope, in coordination with projects leaders/managers impacting them

Management activities:

• Problem management: orient and support
• Knowledge management: manage standards & continuous improvement of standards and skills
• Security & quality KPI monitoring:
• Lead user satisfaction survey (NPS), analysis of results and action plan
• Define & maintain SLA (Service level agreement) with business stakeholders, monitor results and take action, if necessary.
• Governance: lead monthly HRIS IS/IT operation committee(s) with IT operation, IS operation, Asset management, and key business stakeholders.