SAP Service Delivery Manager
SAP Service Delivery Manager
Posted on :
14-09-2024
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Job Description
Summary
The SAP Service Delivery Manager is responsible for managing the endtoend delivery of SAP services to clients. This includes overseeing the SAP environment ensuring service level agreements (SLAs) are met and coordinating with multiple teams both technical and businessoriented. The manager will serve as the primary point of contact for the client ensuring a high level of customer satisfaction and continuous service improvement.
Key Responsibilities
- Service Delivery Management
- Ensure the delivery of SAP services in accordance with SLAs and quality standards.
- Monitor track and report on service performance identifying areas for improvement.
- Lead the resolution of complex incidents and problems in coordination with technical teams.
- Manage change requests and ensure proper execution of SAP changes in the environment.
- Client Relationship Management
- Act as the primary point of contact for clients regarding SAP service delivery.
- Build and maintain strong client relationships through regular meetings and status updates.
- Handle escalations promptly and ensure that the client is satisfied with the resolutions provided.
- Team Leadership and Coordination
- Lead a team of SAP consultants and technical professionals to deliver SAP solutions.
- Allocate resources effectively to ensure timely delivery of projects and services.
- Provide guidance coaching and mentoring to team members to foster their professional development.
- Service Improvement
- Identify opportunities for service improvement and optimization in the SAP environment.
- Drive continuous improvement initiatives to enhance efficiency reliability and customer satisfaction.
- Ensure alignment with industry best practices and emerging trends in SAP service management.
- Risk and Issue Management
- Proactively manage risks ensuring potential issues are identified and mitigated early.
- Develop contingency plans to minimize the impact of service disruptions.
- Keep stakeholders informed of any potential risks or issues that could affect service delivery.
- Financial Management
- Monitor and manage the budget associated with SAP service delivery ensuring that costs are within the agreedupon limits.
- Analyze cost efficiency and recommend actions to optimize delivery without compromising quality.
- Compliance and Governance
- Ensure that all SAP service delivery processes comply with corporate policies legal regulations and industry standards.
- Conduct regular audits and reviews to ensure governance and compliance in service delivery.
- Reporting
- Generate regular service delivery reports for both internal and external stakeholders.
- Present performance metrics and service updates to senior management and clients as needed.
Key Requirements
- Educational Qualifications
- Bachelors degree in information technology Business Administration or a related field. A masters degree is a plus.
- Experience
- Minimum of 710 years of experience in SAP service delivery or a similar role.
- Proven experience managing largescale SAP environments across multiple business units.
- Strong experience with ITIL processes service management frameworks and SAP best practices.
- Skills
- Indepth understanding of SAP modules (e.g. SAP ERP SAP S/4HANA SAP FICO etc.).
- Strong leadership and team management skills.
- Excellent communication client relationship management and stakeholder engagement skills.
- Strong problemsolving and decisionmaking abilities.
- Ability to manage multiple priorities in a fastpaced environment.
- Knowledge of ITIL v3/v4 and project management methodologies (PMP Prince2) is desirable.
Preferred Certifications
- SAP Certified Technology Associate
- ITIL v3/v4 Certification
- PMP or Prince2 Certification
Employment Type
Full Time
Key Skills
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