Details:
Overview: We are seeking an experienced SAP Service Delivery Manager with a strong background in manufacturing, particularly in modules such as MM (Materials Management), WM (Warehouse Management), and PP (Production Planning). The ideal candidate will lead our onshore support operations in the USA, focusing on optimizing SAP application management services to ensure exceptional client satisfaction and operational effectiveness. Additionally, the candidate should have customer-facing experience and a keen understanding of new-age SAP technologies, along with a robust background in Application Management Services (AMS) and a strong exposure to AI.
Key Responsibilities:- Service Delivery Management: Oversee the delivery of SAP AMS services, ensuring compliance with SLAs and KPIs. Collaborate with global teams to maintain consistent service quality.
- Client Engagement: Act as the primary point of contact for clients, building strong relationships and understanding their business needs. Facilitate regular meetings and updates to keep clients informed.
- Team Leadership: Lead and mentor a team of SAP consultants and support staff, fostering a culture of continuous improvement and professional development.
- Process Improvement: Identify and implement enhancements to processes that increase service efficiency and effectiveness. Utilize metrics and feedback to drive improvement initiatives.
- Incident Management: Ensure timely resolution of incidents and service requests, implementing best practices for incident management and root cause analysis.
- Change Management: Manage the change control process, ensuring proper documentation, testing, and communication of changes to clients and internal teams.
- Reporting and Analysis: Provide regular reports on service performance, incidents, and client feedback. Analyze trends and implement corrective actions as necessary.
- Collaboration: Work closely with other service delivery managers, project managers, and technical teams to ensure service delivery aligns with business objectives.
- Compliance and Risk Management: Ensure that all services meet regulatory requirements and internal policies. Identify and mitigate risks associated with service delivery.
Job Requirements
Details:
Qualifications:- Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred.
- 7+ years of experience in SAP application management services or related IT service delivery roles, with a focus on manufacturing environments.
- Proven experience managing both onshore and offshore teams.
- Strong knowledge of SAP modules, including MM, WM, PP, and application management processes.
- Customer-facing experience with a strong understanding of new-age SAP technologies and AI.
- Excellent communication, leadership, and interpersonal skills.
- Ability to manage multiple priorities and projects simultaneously.
- Familiarity with ITIL frameworks and service management best practices.
- Experience with incident management tools and reporting software.
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Pay Range:
Based on Experience
