SIAM Service manager

2 weeks ago

Pune, Maharashtra, India OU434 Tietoevry Tech Services India Private Limited Full time

You may apply to Tietoevry by selecting Apply and fill your application details to the form. You may also Apply by using LinkedIn and populate details to your application from your LinkedIn profile.

SIAM Service manager - Applications should have following skillsets/ should be able to work on following:

Having earlier experience as a service manager or similar role for ERP service area Partner/Vendor management: following up contractual compliance, scope and SLA/KPI reporting of Services. Acting as escalation point for operational issues. Ensuring Service Providers are compliant with policies and standards Ensure Incident, Change, Problem and Release management processes defined and followed Hosting service CAB meetings CMDB control and maintenance SAP EWA (Early Watch Alert) follow up with respective partner/vendor: Overseeing the periodic health check of the systems, troubleshooting of problems, analyzing and implementing rectification measures, ensure critical business process monitoring Ensure version maintenance and access of SAP GUI (Graphical User Interface) via machine and Citrix together with SAP Basis Ensuring documentation of standard operating procedures with respective application support partner/vendor Ensuring SAP Authorization process and policies together with SAP Authorization Concept Owner, Approve and validate support accesses SAP user and license management (owned/used) together with SAP Authorization Concept Owner, Solution Architect and Business stakeholders Service Lifecycle management with SAP Architects on system landscape, infrastructure and databases: patching, upgrades, ramp downs & ups, decommissioning etc. Ensure up to date BCP (Business continuity plan) along with disaster recovery procedure to ensure expected service availability Service improvement management - proposing CSI (Continuous Service Improvement) items for approval and implementation Ensure Service roadmap documentation Managing service related risks and issues Participate and ensure troubleshooting/improvement processes defined with key integrations Service communication Manage stakeholder expectations with execution and follows up on end-user satisfaction surveys Financial management - Budgeting, Forecasting, Invoicing, Recharging. Understanding SIAM Framework and ensuring that all stakeholders (Including Service Providers) understand it and act according to the SIAM framework. Have required knowledge of the (IT) services landscape and the skills to integrate and align services, in collaboration with internal and external suppliers, to provide seamless services to customers. Driving tasks in the domains of Service Management and Cloud Computing, as well as specific practical skills directly related to Service Integration and Management Responsible for designing, creating, and maintaining IT service portfolio and the lifecycle of services in the portfolio. Striving to develop a reliable IT service and improve the existing IT services, focusing on determining and meeting customers' needs, planning new services, and updating existing ones in line with the best practices. In addition to the service management knowledge, have sufficient technical insight on the technologies used in services.

Operations Management responsibilities include:

Participate in Incidents, Major Incidents, Service Requests, Problem Management as required related to End user services in scope. Collaborate with Customer to understand service requirements and align service with business needs. Coordinate and lead customer's suppliers to follow and improve the performance within acceptable costs and contract limitations. Co-operate – as part of the customer specific Service Management Office – with other Service Managers Collaborate with Customer specific Service Management Office staff especially in the areas of Financial Management, Operations Management, License Management.

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