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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.
Apply now
Location Bengaluru, Karnataka, India Job type Full time Experience Experienced Job function IT, Telecom & Internet Contract Regular Publication date 2024-10-29 Reference number R0063011
