SAP Service Delivery Lead

3 weeks ago

Bangalore, Karnataka, India Sam manpower services & Career LLP Full time

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.

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.

(ref:hirist.tech)

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