SAP Service Delivery Manager

2 months ago

Mumbai, India Invenio Business Solutions Full time

Description

About invenioLSI:

The largest independent global SAP solutions provider serving the public sector as well as offering specialist skills in media and entertainment. We bring deep expertise combined with advanced technologies to enable organizations to modernize so they can run at the speed of today’s business. We know how to navigate the extraordinary complexities of international businesses and public sector organizations, working with stakeholders to drive change and create agile organizations of tomorrow using the technologies of today. Learn more at .

Role - SAP Service Delivery Manager

Job Summary

This role will report to the AMS Head of Delivery and be responsible for effectively managing support services for a large enterprise account. This position will act as a single point of contact to the customer and team, and working at the customer office, will provide a consistently high level of service delivery on all customer projects and initiatives from a delivery management angle.

Functional Experience & Skills

Graduate in Engineering, Sciences, or Business, post graduate in Management is preferred. ITIL Certification strongly preferred. Experience of 12 years or above in IT consulting or services out of which minimum experience of 5 years in a service delivery management role is mandatory. Must have managed SAP projects or service delivery. Technical background and ability to converse with the consultants at technical level. Well versed with industry trends, tools & technologies in SAP Service Delivery. Experience of having set up AMS Team. Experience in managing customers. Experience in working with Offshore and Remote Teams. Experience leading creation of processes, templates and reports. Excellent communication and presentation skills. Managed consultants, groomed and mentored. Manage and enhance the relationships with the customer team. Experience in crisis management.

People Management

Manage team proactively, guiding team members on processes and business. Onsite team management. Manage remote teams and offshore team. Define shift roaster and manage team in different shifts including 24X7. Become single point of contact for the team members. Become communication bridge between team and customer. Review staffing requirements with RMG and make proactive hiring decisions, considering visa timelines. Represent invenioLSI with customer, vendors and other project team members. Display time management skills. Manage team turn-over, minimize regretted attrition, minimize transition impact.

Delivery

Manage Incident Resolution. Drive steering committee meetings at regular intervals. Drive fast decision making or escalate to appropriate levels for a proper action. Measure SLAs, Process improvements and review with customers/stakeholders. Submit weekly, monthly reports to all stakeholders. Measure and report commercials and manage gross margin. Engage in tickets identification by processes, solution design, prioritize and resolve. Participate in meetings, distribute minutes and develop agenda for onsite and offshore teams. Manage, identify risks / issues, communicate in advance any infrastructure related issues. Initiate Customer Satisfaction survey as defined by the company. Bring efficiency in the processes and demonstrate the value to the customer. Awareness of business priorities and customer satisfaction levels; Intervening and escalating as appropriate. Daily meetings with customer team. Coordinating with weekly account level meetings. Escalation of potential service delays or issues to Customer. Ensure adequate knowledge transition of current work activities. Identify and own requirements for change orders. Resolve customer escalations within the defined escalation matrix. Advise on the design, configuration changes for continuous improvement.

Processes

Define and enhance internal processes in the areas of incident management. Apply ITIL Process and lead the team in process compliance. Adherence to internal compliances and external compliances. Support internal and external process audits. Create quality awareness in the team and drive towards quality resolution of incidents.

Mentoring & Coaching

Lead by Example. Need to mentor less experienced peers, and get mentored by more seniors/principal consultants/Customer counterparts. Identify the training needs and ongoing team development. Develop individual development plan for the team members. Motivate the team and influence positivity on the customer and invenioLSI. Motivate team members and encourage ideas and innovation.

Accountabilities

Manage Incident resolution to support customer business functions. Optimum utilization of resources in the service delivery. Performance management, talent development and succession planning AMS consultants. Smooth day-to-day operation of the Service Delivery. Knowledge management of AMS consultants to enable seamless service delivery.

Behavioral Skills/Competencies

Communication : Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others. Inspiring Others : Motivating individuals toward higher levels of performance that are aligned with the organization’s vision and values. Driving Change : Driving organizational and cultural changes needed to achieve strategic objectives. Driving Execution : Translating strategic priorities into operational reality; aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results. Building Organizational Talent : Establishing systems and processes to attract, develop, engage, and retain talented individuals; creating a work environment where people can realize their full potential, thus allowing the organization to meet current and future business challenges. Customer Orientation : Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value. Strategic Planning : Obtaining information and identifying key issues and relationships relevant to achieving a long-range goal; committing to a course of action to accomplish a long-range goal.

KPI's of this role

Service Delivery Benchmarks (SLAs, Process Improvements, Client Escalations). Stakeholder Management and Relationship (Customer Feedback). Team Happiness Index (360degree feedback). CSAT Score.

  • SAP Service Delivery Manager

    4 weeks ago

    Mumbai, Maharashtra, India Invenio Business Solutions Full time

    About Invenio Business SolutionsInvenio Business Solutions is a leading global SAP solutions provider serving the public sector and offering specialist skills in media and entertainment. We strive to bring deep expertise combined with advanced technologies to enable organizations to modernize and run at the speed of today's business. Our team navigates the...

  • SAP Service Delivery Director

    3 weeks ago

    Mumbai, Maharashtra, India Invenio Business Solutions Full time

    We are seeking an experienced SAP Service Delivery Director to join our team at Invenio Business Solutions. The ideal candidate will have a strong background in IT consulting and service delivery, with a proven track record of managing large-scale projects and teams.Job SummaryThe SAP Service Delivery Director will be responsible for overseeing the delivery...

  • SAP Project Manager

    4 weeks ago

    Mumbai, Maharashtra, India INTINERI INFOSOL PRIVATE LIMITED Full time

    About the Role:We are seeking an experienced SAP Project Manager / SAP Delivery Manager to lead our end-to-end SAP project delivery. As a key member of our team, you will be responsible for planning, scheduling, monitoring, and reporting on SAP projects, ensuring timely delivery and high-quality results.Key Responsibilities:Project Planning and Management:...

  • SAP Delivery Management

    3 months ago

    Mumbai, India INTINERI INFOSOL PRIVATE LIMITED Full time

    Experience: 8+ Years Location: Remote(C2H Freelancer)NP: 15 Days Salary: 2.7 Lakh / Month sector: Oil and GasRequired SkillsPosition - SAP Project Manager /SAP Delivery Manager Remote /Offshore working Contract to hire - 1 year Shift timing - 1PM- 10 PM IST Skills Required: Minimum 8+ years of experience with SAP project management experience with...

  • Accelerated Sales Eng. Senior Specialist

    5 months ago

    Mumbai, India SAP Full time

     We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • IT Sales Manager for SAP Services

    2 weeks ago

    Mumbai, Maharashtra, India KPMG India Full time

    Job DescriptionWe are seeking a highly motivated and experienced IT Sales Manager to lead our sales efforts in the SAP market. As a key member of our team, you will be responsible for building and maintaining relationships with clients, identifying new business opportunities, and developing strategic plans to drive growth.About KPMG IndiaKPMG entities in...

  • SAP Basis

    4 weeks ago

    mumbai, India Inteliwaves Technologies Private Limited (SAP S4 HANA, Simple Finance (Sfin), SAP Fiori Consulting) Full time

    About Inteliwaves : Inteliwaves is fast growing IT Company offering SAP Consulting Services, Cloud Migration and Outsourcing services. We are supporting client across multiple industries that includes, Retail, CPG, Chemical, Oil & Gas, Textile, Auto Ancillary. We are expanding our client and services portfolio and support expansion looking for skilled...

  • SAP ABAP Delivery Expert

    3 weeks ago

    Mumbai, Maharashtra, India WEN Full time

    Role OverviewWe are seeking a highly skilled SAP ABAP Consultant to drive project delivery and provide technical expertise in SAP implementation, ensuring high-quality results within stipulated timelines.Key Responsibilities- Design and implement SAP solutions according to project plans.- Collaborate with distributed teams to ensure smooth coordination and...

  • Project Principal Consultant

    4 weeks ago

    Mumbai, India SAP Full time

     We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • SAP Basis

    2 months ago

    Mumbai, India Inteliwaves Technologies Private Limited (SAP S4 HANA, Simple Finance (Sfin), SAP Fiori Consulting) Full time

    About Inteliwaves :Inteliwaves is fast growing IT Company offering SAP Consulting Services, Cloud Migration and Outsourcing services. We are supporting client across multiple industries that includes, Retail, CPG, Chemical, Oil & Gas, Textile, Auto Ancillary. We are expanding our client and services portfolio and support expansion looking for skilled...

  • Specialist Customer Success Manager

    3 months ago

    Mumbai, India SAP Full time

     We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • GTM Lead

    2 months ago

    Mumbai, India SAP Full time

     We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Presales Expert

    6 months ago

    Mumbai, India SAP Full time

    **We help the world run better** **What you'll do** In the contest of digital transformation and intelligent enterprise in the cloud, SAP Prospects and customers demand a solid, reliable, and trustworthy counterpart from SAP to work with as trusted advisor on how SAP offering can drive solid business transformation. This advisory role plays as the single...

  • Solution Advisor Associate

    3 months ago

    Mumbai, India SAP Full time

     We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Industry Advisor Expert

    6 months ago

    Mumbai, India SAP Full time

    **We help the world run better** **What you'll do** In the contest of digital transformation and intelligent enterprise in the cloud, SAP Prospects and customers demand a solid, reliable, and trustworthy counterpart from SAP to work with as trusted advisor on how SAP offering can drive solid business transformation. This advisory role plays as the single...

  • Solution Advisor Associate

    3 months ago

    Mumbai, Maharashtra, India SAP Full time

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Service Delivery Manager

    7 days ago

    Navi Mumbai, Maharashtra, India Jio Full time

    About the RoleWe are seeking a seasoned Service Delivery Manager to oversee our IT operations and drive seamless service delivery to our business stakeholders. As a key member of our team, you will be responsible for managing overall operations, providing technical expertise, and ensuring that departmental Key Performance Indicators (KPIs) and Service Level...

  • Assistant Manager

    6 months ago

    Mumbai, India KEC Full time

    A BOUT US KEC International Limited , headquartered in Mumbai, India, is the flagship company of the RPG Group. A USD 1.8 billion Engineering, Procurement, and Construction (EPC) major, we deliver projects in key infrastructure sectors such as Power Transmission & Distribution, Railways, Civil, Urban Infrastructure, Solar, Smart Infrastructure, Oil &...

  • MES Service Delivery Manager

    4 weeks ago

    Mumbai, Maharashtra, India Capgemini Engineering Full time

    MES Service Delivery ManagerWe are seeking a skilled MES Service Delivery Manager to oversee the end-to-end MES service delivery lifecycle, including planning, implementation, operation, and continuous improvement.Key Responsibilities:Develop and implement service delivery strategies and processes aligned with business objectives and regulatory...

  • SAP Business Partner Operations Specialist

    1 week ago

    Mumbai, Maharashtra, India SAP Full time

    We are seeking a highly skilled and experienced Business Partner Operations Specialist to join our team at SAP. As a key member of our sales operations team, you will play a crucial role in driving business productivity and effectiveness.Estimated Salary: $95,000 - $125,000 per year, depending on location and experience.About the RoleThis is an exciting...