SAP Service Delivery Manager

Job Summary

Required Qualifications

• •Strong educational background from reputed engineering and management schools
• •10-15 years of IT experience
• •Hands on experience with SAP Service Delivery
• •Experience in SAP technology services (SAP ECC, SAP S/4 HANA)
• •Well versed with SAP Activate methodology
• •Working knowledge of Application Management Services (AMS) and Application Development (AD)
• •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
• •Ability to cope in a complex and fast-changing business environment
• •Works independently on complex processes and modules that may be used by one or more programs or systems
• •Strong planning and organizing skills including the ability to manage several work streams simultaneously
• •Excellent communication skills with a capacity to present, discuss and explain issues coherently and logically both in writing and verbally
• •Good influencing and persuasion skills with the ability to enthuse and inspire multidisciplinary teams and build successful relationships at all levels
• •Good team player, self-motivated and able to work on own initiative
• •Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues
• •Must be able to lift 50 lbs

Desired Qualifications

• •Certifications in ITIL, PMP, SIAM, ISO, CSM/CSPO
• •Working knowledge of Application Management Services (AMS) and Application Development (AD)
• •End user understanding of the IT Service Management tool (ServiceNow, HPSM etc.) and Project Management Tools (Jira)
• •Understanding of Business Analytics and reporting tools (PowerBI , Tableu etc.)
• •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.
• •Coordinate with vendor partners to ensure on time addressal of issues and fulfilment of Service requests raised by business functions
• •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
• •Demonstrate expertise in end-to-end agile project management and a deep understanding of the Software Development Life Cycle (SDLC)
• •Must understand different ITIL processes such as Incident, Problem, Service Request Fulfilment, Change and Release Management and Knowledge Management processes
• •Must have a breadth of understanding of technology and IT market trends
• •Ability to cope in a complex and fast-changing business environment
• •Works independently on complex processes and modules that may be used by one or more programs or systems
• •Strong planning and organizing skills including the ability to manage several work streams simultaneously
• •Excellent communication skills with a capacity to present, discuss and explain issues coherently and logically both in writing and verbally
• •Good influencing and persuasion skills with the ability to enthuse and inspire multidisciplinary teams and build successful relationships at all levels
• •Good team player, self-motivated and able to work on own initiative
• •Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues