SAP Service Delivery Manager

Job Description - Duties and Responsibilities

12+ years strong experience working as a Service Delivery Manager for Global SAP Application Maintenance and Support engagement in a large/medium organization.

Experience in managing client relationship and providing governance for multiple AMS accounts.

Experience with 10x5 and as required support on weekends, working with multi-cultural support teams spread across different geographies.

Must have worked as an SAP Functional or Technical Consultant having hands on experience in Maintenance and Support

Should have experience handling stake holders like business users, IT management and Vendor partner.

Well versed with execution of Support operations like Incident Management, Change Management, Problem Management, Service Requests, SLA, Status reports, Dashboards, etc.

Experience in transition from project to Support

Must have Knowledge of Transport Requests Management / Rev-trac

Must have knowledge of Regression Testing process.

Experience defining, developing and implementing operational aspects of project and programs - governance, tracking, and reporting

Ability to understand and navigate complex map of program stakeholders and organizational structure, Escalation Management

Should have experience handling Major and Critical Incidents.

Excellent written and verbal communication and presentation skills to effectively communicate information to all levels within the organization

Analyze the operational environment to identify trends and patterns that require problem investigation by using incident data

Monitor environment and recommend/action improvements

Must be strong in following-up with the team members, other teams and 3rd party support vendors

Attention to detail is key for the success in this role

Ability to work in fast pace, complex environment and under tight deadlines

Ability to work effectively both independently and collaboratively as part of a team

Good mentorship and coaching ability with desire to develop self and others

Knowledge of ITIL, Agile, Scrum, Azure DevOps, ServiceNow, ChaRM, SOLMAN is an added advantage.

Proficient in Outlook, Excel, Word, PowerPoint, and SharePoint.

Strong analytical, organization, time management, facilitation, and process management skills

Demonstrated high level of written, verbal and interpersonal skills to communicate technical and non-technical

information, ideas, procedures and processes.

Ability to evaluate and negotiate priorities and adapt to new/evolving individual and team assignments as adjustments are needed.

Ability to effectively communicate to all levels of an organization how current trends and technology can address identified business needs and capabilities

Interact and deal effectively with all levels of employees while maintaining a professional manner.

Maintains a positive work environment through teamwork & conflict resolution

Expected to work occasional weekends, holidays, overtime, or a variety of shifts, when needed, to meet support Operational/Service Level Agreements

Ability and willingness to travel by auto and air as needed to achieve business objectives

Qualification:

Bachelor of related to Information Systems, Business or other relevant academic discipline Require