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 relationships 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 stakeholders like business users, IT management, and vendor partners.
• 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 processes.
• Experience defining, developing, and implementing operational aspects of project and programs - governance, tracking, and reporting.
• Ability to understand and navigate the 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 team members, other teams, and 3rd party support vendors.
• Attention to detail is key for success in this role.
• Ability to work in a fast-paced, 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 a 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, organizational, 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 Information Systems, Business or other relevant academic discipline required.