Service Delivery Manager

Manage the RUN service and supervise its functioning to ensure user effectiveness, adoption, and operational excellence for Supply Chain & Finance applications in US. Work closely with the support team to ensure timely resolution of tickets and underpinning issues are identified and resolved. Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary. Act as an escalation point and take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews. Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery. Taking accountability for service delivery performance, meeting customer expectations, and driving future demand. Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs. Ensure that standardized methods, processes, and procedures are used for the efficient and prompt handling of all changes. Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process. Perform proactive problem management to minimize failures. Focus on Knowledge Management to ensure proper documentation, availability and sharing of knowledge. Establish governance process to review SLAs, KPIs, vendor performance and quality of service. Lead a culture of Continual Service Improvement with the vendors. Supervise external vendors that manage support / maintenance including Major Incidents. Demonstrated ability to manage support operations and strong ability to influence others. Build strong relationships with the BRMs and key stakeholders to identify customer issues and needs. Collaborate with application and infrastructure teams on issue resolution. Lead and manage external AMS teams. Collaborate with cross-functional teams.

Proficiency in leading both physical and virtual teams. Innovator with quick absorption of new technologies; strong understanding of technology solutions. Strong interpersonal skills with ability to work as a member of cross functional teams. Experience in dealing with third-party provided services. Operational ability in a diverse, large-scale environment. Exceptional customer-facing skills. In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery. Good Knowledge of ITIL (Information Technology Infrastructure Library) principles. Expertise in people management and leadership. Strong organizational skills. Ability to manage and prioritize tasks efficiently. Solid resource planning and problem-solving skills. Excellent analytical, organization, analysis, and problem-solving skills. Experience working with onsite and offshore AMS providers.

SAP Basis. SAP ECC Functional knowledge.

Skilled in using Service Now. Hands on experience in supporting IT applications. Hands-on experience in SAP Supply Chain and/or Finance modules. SAP application NOT infrastructure, they should have application background. Will need to go into meetings, communicate with stakeholders, point of contact. Indirectly manage team of partners. No direct management. Eye level technical knowledge. Supply chain experience or finance background helpful. Skills: negotiation. Support background.

Basic Qualification :

Additional Skills :

Background Check : No

Drug Screen : No