Service Delivery Manager

Mission Statement:

We are looking for a Service Delivery Manager who will be managing or performing work across multiple areas of an organization’s overall IT Platform/Infrastructure including analysis, development, and administration of IT Systems Software, Hardware, and Databases.

Your Responsibilities:

• Manage the Service Delivery or RUN operations along with services of external RUN partner.

• Ensure that services are delivered with requisite quality, within schedule and budget.

• Manage the service delivery and SLA inclusive of escalations.

• Monitor all support activities.

• Ensure timely response to reported issues, prioritization and assignment of resources to address issues.

• Monitor all implementations, updates and coordinate downtimes.

• SPOC for all support related escalations and downtimes.

• Drive team to achieve process SLAs/ metrics - productivity and quality targets within the established timelines.

• Develop and maintain formal processes for the services, support processes and SLAs inclusive of L2 and L3 tickets.

• Establish process, tools, standards and checklists to effectively manage the service delivery and to carry out effective stake holder management.

• Support the effective delivery of the IT service organization in line with available budgets and appropriate timescales.

• Play a central role in conjunction with SAP CoE service delivery team, vendor service manager and other stake holders, in ensuring continuous service delivery as per defined SLAs.

• Track SLA KPIs and work to ensure they meet specified targets.

• Introduce process improvements, tools and technologies for ongoing improvements.

• Participate in processes for measuring effectiveness and assist in addressing any identified gaps in content or process.

• Implement and maintain appropriate training competence.

• Ensure that all training materials are precisely tailored to the target audiences.

• Living Hitachi Energy’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your Background:

• Master or Bachelor degree in engineering, Science, Commerce or Management.

• Should have at least 5 years of hands-on experience in any of the SAP functional modules, ABAP or BASIS.

• At least 5 years of experience in SAP Service Delivery is a must.

• Work experience in large multinational companies having captive or managed services.

• Should have worked and have good knowledge on ServiceNow and SAP Solution Manager.

• ITIL certification will be preferred.

• Experienced in managing complex and diverse stakeholders, and ability to effectively communicate with them.

• Excellent presentation skills is highly desirable.

• Strong negotiation and coordination skills.

• Able to sort through complex issues and make timely decisions.

• Ability to generate new ideas, challenge status quo, take risks, support change and foster innovation.

• Proficiency in both spoken & written English language is required.