Global SAP Delivery Senior Manager
2 days ago
Global SAP Delivery Senior Manager:
Job Description:
One of our clients is looking for a highly experienced and strategic Global SAP Service Delivery Manager to lead our SAP service operations worldwide. This is a critical leadership role requiring a seasoned professional with a deep understanding of SAP ecosystems, cross-business alignment, and the intricacies of global service delivery models. You'll be instrumental in ensuring the consistent, high-quality, and efficient delivery of SAP services across our organization.
Key Responsibilities
- Global Service Delivery Leadership: Oversee and optimize the end-to-end delivery of all SAP services globally, ensuring alignment with business objectives and service level agreements (SLAs).
- Cross-Business Alignment: Act as a key liaison between IT and various business units, translating business needs into technical requirements and ensuring SAP services effectively support organizational goals and strategies. You'll need a strong understanding of how different business functions interact with and rely on SAP.
- Service Model Management: Deeply understand and manage the operational aspects of a multi-tiered service delivery model, including L1, L2, and L3 support structures. This includes defining processes, setting performance metrics, and ensuring seamless escalation paths.
- Incident and Problem Management: Drive best practices in incident management and problem resolution within the SAP landscape. Implement proactive strategies to minimize downtime and ensure rapid recovery from service disruptions.
- Vendor and Partner Management: Manage relationships with external SAP service providers and partners, ensuring they meet contractual obligations and deliver high-quality services.
- Team Leadership and Development: Lead, mentor, and develop a global team of SAP service delivery professionals, fostering a culture of excellence, continuous improvement, and customer-centricity.
- Performance Monitoring and Reporting: Establish and monitor key performance indicators (KPIs) for SAP service delivery, providing regular reports to senior management on service health, performance, and areas for improvement.
- Continuous Improvement: Identify opportunities for process optimization, automation, and innovation within SAP service delivery to enhance efficiency, reduce costs, and improve user satisfaction.
- Strategy and Roadmap: Contribute to the overall SAP strategy and roadmap, ensuring service delivery capabilities are aligned with future business needs and technological advancements. Qualifications
- 15-20 years of progressive experience in SAP service delivery, with a significant portion in a global leadership or management role.
- Extensive experience with various SAP modules and their integration within a complex enterprise landscape.
- Demonstrated expertise in managing L1, L2, and L3 support models and a deep understanding of ITIL principles, particularly incident, problem, and change management.
- Proven ability to align IT services with business strategies and to effectively communicate technical concepts to non-technical stakeholders.
- Strong leadership skills with experience managing diverse, geographically dispersed teams.
- Excellent communication, negotiation, and stakeholder management skills.
- Bachelor's degree in Computer Science, Information Technology, or a related fi eld; Master's degree preferred.
- ITIL certification is highly desirable.
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