Duties and Responsibilities:
- 12+ years strong experience working as a Service Delivery Manager for Global SAP Application Maintenance and Support engagement in a large/medium organization.
- Experience in managing client relationships and providing governance for multiple AMS accounts.
- Experience with 10x5 and as required support on weekends, working with multi-cultural support teams spread across different geographies.
- Must have worked as an SAP Functional or Technical Consultant having hands-on experience in Maintenance and Support.
- Should have experience handling stakeholders like business users, IT management, and vendor partners.
- Well versed with execution of support operations like Incident Management, Change Management, Problem Management, Service Requests, SLA, Status reports, Dashboards, etc.
- Experience in transition from project to support.
- Must have knowledge of Transport Requests Management / Rev-trac.
- Must have knowledge of Regression Testing processes.
- Experience defining, developing, and implementing operational aspects of project and programs - governance, tracking, and reporting.
- Ability to understand and navigate the complex map of program stakeholders and organizational structure, Escalation Management.
- Should have experience handling Major and Critical Incidents.
- Excellent written and verbal communication and presentation skills to effectively communicate information to all levels within the organization.
- Analyze the operational environment to identify trends and patterns that require problem investigation by using incident data.
- Monitor environment and recommend/action improvements.
- Must be strong in following up with team members, other teams, and 3rd party support vendors.
- Attention to detail is key for success in this role.
- Ability to work in a fast-paced, complex environment and under tight deadlines.
- Ability to work effectively both independently and collaboratively as part of a team.
- Good mentorship and coaching ability with a desire to develop self and others.
- Knowledge of ITIL, Agile, Scrum, Azure DevOps, ServiceNow, ChaRM, SOLMAN is an added advantage.
- Proficient in Outlook, Excel, Word, PowerPoint, and SharePoint.
- Strong analytical, organizational, time management, facilitation, and process management skills.
- Demonstrated high level of written, verbal, and interpersonal skills to communicate technical and non-technical information, ideas, procedures, and processes.
- Ability to evaluate and negotiate priorities and adapt to new/evolving individual and team assignments as adjustments are needed.
- Ability to effectively communicate to all levels of an organization how current trends and technology can address identified business needs and capabilities.
- Interact and deal effectively with all levels of employees while maintaining a professional manner.
- Maintains a positive work environment through teamwork & conflict resolution.
- Expected to work occasional weekends, holidays, overtime, or a variety of shifts when needed to meet support Operational/Service Level Agreements.
- Ability and willingness to travel by auto and air as needed to achieve business objectives.
Qualification:
- Bachelor of related Information Systems, Business or other relevant academic discipline required.
