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    SAP Service Delivery Lead - Bengaluru, India - Sam manpower services & Career LLP

    Sam manpower services & Career LLP
    Sam manpower services & Career LLP Bengaluru, India

    1 week ago

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    Description


    Act as a "Service Delivery Lead" to effectively partner with business customers to achieve desired outcomes by collaborating with vendor partners in a single/ multi-vendor environment.


    • The candidate must manage all the areas of service delivery to ensure all the IT and Business processes are being followed.
    • Assist on multiple transition initiatives, oversee the program, and ensure successful delivery.
    • Experience of largescale program set up and development with seasoned project management expertise and skills.
    • Track, measure, evaluate vendor performance with weekly, monthly, and quarterly status review as against agreed SLAs and KPIs.
    • Collaborate with Applications and Infrastructure teams for effective planning and execution of different activities such as patching, upgrades, vulnerability remediations etc. and ensuring smooth functioning of business.


    Coordinate with vendor partners to ensure on time addressal of issues and fulfilment of Service requests raised by business functions and ensuring effective communications being sent to the concerned stakeholders.


    • Address highpriority issues with minimal business impact and facilitate root cause analysis (RCA).
    • Thrive for continuous Service Improvements in BAU space via optimization and automation activities.
    • Effectively planning and execution of business demands, collaborating with multiple stakeholders.
    • Manage escalations by involving the appropriate stakeholders and conflict resolution through cross functional meetings.
    • Plan and facilitate training to the business function users on basic IT and Service Management processes.
    • Plan to incorporate feedback from IT Business Partners and Leads into actionable objectives.
    • Ensuring smooth functioning of the audit and compliance related activities by coordinating with the vendor partners such that the committed timelines are adhered.
    • The candidate should be able to leverage previous work experience or gradually pick up functional aspects which include business processes in the areas of the supply chain, finance, sales & distribution, marketing, retail, eCommerce, etc.
    • Demonstrate expertise in endtoend agile project management and a deep understanding of the Software Development Life Cycle (SDLC).
    • The candidate must understand different ITIL processes such as Incident, Problem, Service Request Fulfilment, Change and Release Management and Knowledge Management processes etc.
    • End user understanding of the IT Service Management tool (ServiceNow, HPSM etc.) and Project Management Tools (Jira) would be an added advantage.

    Educational Qualifications :

    • Strong educational background from reputed engineering and management schools with 1015 years of IT experience.
    • Certifications in ITIL, PMP, SIAM, ISO, CSM/CSPO preferred.

    Required Skills :

    • Hands on experience with SAP Service Delivery.
    • Experience required in SAP technology services (SAP ECC, SAP S/4 HANA).
    • Candidate to be well versed with SAP Activate methodology.
    • Working knowledge of Application Management Services (AMS) and Application Development (AD) is preferred.
    • Perform complex IT operational process analysis, design, and review.
    Highly proficient in IT Service Management Processes, IT Service Management Tools (e.g. ServiceNow)

    • Highly proficient in using Microsoft Excel for reporting and data analysis and other MS tools (Project, PowerPoint etc).
    • Sound Understanding of agile project management methodologies and hands on experience in Project Management Tools (e.g. Jira).
    • Understanding of Business Analytics and reporting tools (PowerBI , Tableu etc.,) is desirable.
    • Proven leadership skills with the ability to work with technical and business teams including virtual teams.
    • Must have the ability to work with process and technology vendors in the delivery of project solutions.
    • Must have a breadth of understanding of technology and IT market trends.
    )
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