Manager Project

BINCY DAVIS

**********@*****.*** 609-***-****

SAP SUPPORT MANAGER

Designing and implementing leadership strategies for SAP teams to achieve IT excellence.

Leadership: Eliminated 100 % backlog in a queue of 200+ user incidents and maintained the

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volume of the current queue at 15 or less.

Global Reach: Extensively worked with teams to provide 24x7 support for global SAP

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applications via employees and vendor contractors.

Cultural Diversity: On all previous assignments worked extensively with employees of multi-

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cultural background across geographical boundaries and different time zones.

People Management and Mentoring: Managed teams with strength of 2 – 40 direct reports

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(employees, consultants, vendor resources).

Strategic Planning: Transformed SAP support and organizational interaction practices, fostering

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strong collaborative work environment by developing ticket visibility and performance metrics.

Complexity: Headed support activities for all SAP modules for 25000+ users across the globe.

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CURRENT ROLES & RESPONSIBILITIES

Lead support activities for all modules of SAP – CRM, SCM, SRM, FIN, HCM, PLM

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Lead change cycle for break-fixes, enhancements, support packs and releases for multifunctional

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teams.

Effectively communicate project expectations to team members and stakeholders in a clear and

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timely fashion.

Assess need for additional resources and make the appropriate recruitments if necessary to ensure

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24x7 global support.

Delegate tasks and responsibilities to appropriate team members.

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Identify and resolve issues and conflicts within the team.

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Identify and manage project dependencies and critical path.

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Track deliverables and ensure adherence to SLAs

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Proactively identify potential crises, and devise contingency plans.

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Coach team members and influence them to take positive action and increase their level of

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accountability for assigned work.

Foster business relationships vital to the success of the project.

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Work extensively with outsourced vendor on project deliverables, staffing and cost control.

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Conduct problem post mortems and create lessons learnt.

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Develop best practices and tools for project execution and management.

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CAREER HISTORY [10 YEARS]

Rockwell Automation Oct 2011 – to date: Profile – IT Manager

Rockwell Automation, the world's largest company dedicated to industrial automation, makes its

customers more productive and the world more sustainable.

Built and managed HCM support team -- developed procedures, documentation, and metrics that resulted

in a stable productive group.

In addition to managing the HCM team, was handpicked to turn around a failing CRM team.

Based on the success with individual functions, role expanded to driving performance improvement and

end –user satisfaction for all SAP functions – HCM, SCM, CRM, PLM, and FIN.

Engaged various business unit leaders to ascertain needs and prioritize ticket queue; redirected team

members to focus on core responsibilities and reduced the queue to a manageable size.

Defined performance metrics for support teams to improve employee motivation and help them provide

efficient and timely customer support.

IBM India Pvt Ltd Nov 2005 – Sept 2011

IBM is the largest technology and consulting employer in the world headquartered in Armonk, NY.

Utilizing its business consulting, technology and R&D expertise, IBM helps clients become "smarter" as

the planet becomes more digitally interconnected.

Created a successful plan that involved local and global HR teams to work in collaboration with the IT

and management team, to roll out SAP HCM to 50+ countries.

Improved MTTR (Mean Time to Resolve) of the offshore team by 70% by empowering the team with the

required process knowledge and implementing an effective monitoring and follow up system.

Thrice recognized for Service Excellence, Dedication to Client Success and Innovation.

Successfully orchestrated conversion of HR data from legacy system to SAP for 30+ countries.

Tracmail India Pvt Ltd June 2001 –Sept 2003

Tracmail is a leading provider of outsourced interactive communications solutions in Banking and

Financial services, Telecom, Information Technology, Logistics and Retail Industries.

Recognized as an outstanding performance driven employee and promoted to manager position within 9

months of joining the company.

Defined a detailed staffing and work schedule to distribute work load evenly among 100+ employees

between 2 shifts.

Successfully led the team for 9 consecutive months to achieve the set business SLAs.

EDUCATION

• PMP (Pursuing)

• ITIL Foundation certified – Oct 2011

• mySAP Human Resource Management (Certification from SAP AG, Germany) – Sept 2005

• MBA – HR June 2005

REFERENCES

References will be provided on request.

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