Job Summary

The Group Business Services Manager is responsible for overseeing the operational performance and excellence, simplification, modernmization and continuous improvement of enterprise applications across Trade Promotion Management (TPM), Accounts Payable (AP) Automation, Enterprise Content Management (ECM), and Promotion Management platforms. Manages vendor relationships, ensures compliance with audit and IT standards, and drives efficient service delivery to Business Units, Finance, and Supply Chain.

The manager ensures high application uptime, effective incident resolution, optimized support processes, and strong user satisfaction while application support and operations, team management, and budget accountability.

General Responsibilities

• Oversee daily operations of supported systems (TPM, AP automation, ECM, Promotion Management).
• Ensure timely resolution of incidents, integration failures, and workflow exceptions.
• Manage end‑to‑end user access, system configurations, and data updates.
• Maintain strong audit readiness through documentation, compliance, and IT controls.
• Coordinate with vendors on enhancements, upgrades, complex issues, and SLAs.
• Develop SOPs, support documentation, and knowledge resources for business continuity.

Leadership Responsibilities

• Set direction and cascade team/function goals to ensure goals are well-defined and clearly communicated.
• Drive and manage learning and development of team in the area of IT project management and DKSH behaviours to achieve team/function goals
• Drive self-learning and improvement in the area of IT Operations and Support and DKSH behaviours as part of continuous learning
• Manage stakeholder expectations and drive a culture of accountability, continuous improvement, and operational excellence.
• Serve as the primary escalation point for high‑impact incidents and vendor issues.

Functional Skills and Knowledge

• • Strong understanding of TPM processes, promotion lifecycle, and system integrations.
  • Hands‑on experience with Trade Promotion, AP automation workflows, OCR exception handling, and SAP AP processes.
  • Familiarity with enterprise content management, document lifecycle, and archiving compliance.
  • Ability to troubleshoot system integrations, workflows, data interfaces, and user issues.
  • Knowledge of IT controls, SoD requirements, audit processes, and security governance.
  • Vendor management experience, including SLA governance, contract coordination, and roadmap planning.

Education

Bachelor's degree in Computing/Information Technology or equivalent