Sap Service Delivery Manager

Job Description

• Act as a Service Delivery Lead” to effectively partner with business customers to achieve desired outcomes by collaborating with vendor partners in a single/ multi-vendor environment.
• The candidate must manage all the areas of service delivery to ensure all the IT and Business processes are being followed.
• Assist on multiple transition initiatives, oversee the program, and ensure successful delivery.
• Experience of large-scale program set up and development with seasoned project management expertise and skills.
• Track, measure, evaluate vendor performance with weekly, monthly, and quarterly status review as against agreed SLAs and KPIs.
• Collaborate with Applications and Infrastructure teams for effective planning and execution of different activities such as patching, upgrades, vulnerability remediations etc. and ensuring smooth functioning of business.
• Coordinate with vendor partners to ensure on time addressal of issues and fulfilment of Service requests raised by business functions and ensuring effective communications being sent to the concerned stakeholders.
• Address high-priority issues with minimal business impact and facilitate root cause analysis (RCA).
• Thrive for continuous Service Improvements in BAU space via optimization and automation activities.
• Effectively planning and execution of business demands, collaborating with multiple stakeholders.
• Manage escalations by involving the appropriate stakeholders and conflict resolution through cross functional meetings.
• Plan and facilitate training to the business function users on basic IT and Service Management processes.
• Plan to incorporate feedback from IT Business Partners and Leads into actionable objectives.
• Ensuring smooth functioning of the audit and compliance related activities by coordinating with the vendor partners such that the committed timelines are adhered.
• The candidate should be able to leverage previous work experience or gradually pick up functional aspects which include business processes in the areas of the supply chain, finance, sales & distribution, marketing, retail, eCommerce, etc.
• Demonstrate expertise in end-to-end agile project management and a deep understanding of the Software Development Life Cycle (SDLC).
• The candidate must understand different ITIL processes such as Incident, Problem, Service Request Fulfilment, Change and Release Management and Knowledge Management processes etc.
• End user understanding of the IT Service Management tool (ServiceNow, HPSM etc.) and Project Management Tools (Jira) would be an added advantage.

Requirements

Educational Qualifications:
• Strong educational background from reputed engineering and management schools with 10-15 years of IT experience.
• Certifications in ITIL, PMP, SIAM, ISO, CSM/CSPO preferred.
Required Skills:
• Hands on experience with SAP Service Delivery.
• Experience required in SAP technology services (SAP ECC, SAP S/4 HANA).
• Candidate to be well versed with SAP Activate methodology.
• Working knowledge of Application Management Services (AMS) and Application Development (AD) is preferred.
• Perform complex IT operational process analysis, design, and review.
• Highly proficient in IT Service Management Processes, IT Service Management Tools (e.g., ServiceNow)
• Highly proficient in using Microsoft Excel for reporting and data analysis and other MS tools (Project, PowerPoint etc.).
• Sound Understanding of agile project management methodologies and hands on experience in Project Management Tools (e.g., Jira).
• Understanding of Business Analytics and reporting tools (PowerBI , Tableu etc.,) is desirable.
• Proven leadership skills with the ability to work with technical and business teams including virtual teams.
• Must have the ability to work with process and technology vendors in the delivery of project solutions.
• Must have a breadth of understanding of technology and IT market trends.