Sap Service Delivery Manager

1 week ago

Bengaluru, Karnataka, India Tech Mahindra Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Roles and Responsibilities:

  • Overseeing Service operations of all support teams.
  • Prioritizing issues/tickets based on their severity and impact and capacity planning.
  • Manage and resolve escalations
  • Ensure team follows best practices and maintain service level agreements
  • Maintaining strong working relationships with key stakeholders and business users
  • Exceptional problem-solving and decision-making abilities.
  • Monitoring service metrics, analyzing customer feedback and addressing any gaps or areas for improvement.
  • Creating Service Now dashboard and creating monthly SLA reports and driving Service review governance meetings with customers
  • Managing new onboarding of Support teams
  • Developing and implementing service strategies to meet customers needs and improve service quality.
  • Collaborating with internal teams to find appropriate solutions
  • Collecting and assessing feedback from customers and clients to identify areas of improvement, and incorporating their feedback into daily operations
  • Collaborate with customer technical, product and business teams to establish long term service plans.
  • Understanding the Company services, products & business process
  • Drive continuous service improvements across the portfolio, propose, implement and track ROI.
  • Drive AI ops implementation to improve service efficiencies.

Skill Requirement:

  • Minimum of 10 years exp in Service Management & ITIL Certified
  • Basic Understanding of SAP ERP - Logistics Module
  • Tools - Service Now, MS Office, Veeva, SAP
  • Strong Understanding of ITIL concepts (Incident, Change, Problem, Request Management)
  • Pharmaceutical Experience is preferred.
  • Good Communication Skills
  • Handling Customer Escalations
  • Good Collaboration with external stakeholders
  • Strong Leadership and team management skillsRole & responsibilities

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