Service Delivery Manager

1 month ago

Bengaluru, India Mount Talent Consulting Pvt Ltd. Full time

URGENT REQUIREMENT ALERT

SAP SERVICE DELIVERY MANAGER
EXPERIENCE-8 TO 16 YEARS
LOCATION-ONLY BANGALORE
IMMEDIATE JOINERS

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.

BEST REGARDS,
MANSI
MANSI.NIGAM@MOUNTTALENT.COM

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