SAP Service Delivery Manager

4 months ago

Qatar invenioLSI Full time

**Description**:
**About invenioLSI**

**Role-SAP Service Delivery Manager**

**Technical/Functional Skills**
- Responsible for planning, tracking and reporting on the contracts assigned.
- Ensure all contract related documentation is created and maintained as per organizational Service Delivery Management standards.
- Understand organizational Quality Management Standards and ensure adhere from a contract perspective.
- Communicate contract status reports to key clients, stakeholders and management including cost vs. budget, variances, contract risks, etc.
- Closely monitor contract costs and ensure delivery is within budget. Determine and highlight any budget related risks promptly.
- Adhere to the communication process that incorporates issue tracking, escalation and resolution.
- Manage client relationships and ensure all client feedback is formally captured and reported to management.
- Ensure that client requirement is understood appropriately by internal delivery teams and manage timely closure of all deliverables.
- Responsible for 1st level client escalation handling, resolution and documentation.
- Responsible to deliver a high level of customer satisfaction (C-SAT) throughout the contract journey.
- Work with the Finance team to ensure timely and appropriate client billing.- Experience Required 10 Yrs.**Accountabilities of the Service Delivery Manager/Sr. Service Delivery Manager**:

- Accountable for Performance Management of all resources assigned to the contract.
- Demonstration of a high standard of Customer/Client focus those results on a high C- SAT score for the contract.
- Being on top of major incidents and triaging.
- Manage change requests and support any ongoing projects by customer.
- Creation and maintenance all Service/Knowledge documentation as per organizational and customer standards.
- Successful closure of all audits - Internal and/or external, as per contract requirement.
- Ensure appropriate staffing is always maintained in the contract.
- Manage relationships with internal and external customers and stakeholders.
- Effective management of contract budget by managing billing and expenditure in collaboration with the finance team.
- Delivery of the AMS contract to requested Service Levels and Targets.
- Management of the AMS team in sympathy with any geographical or customer specific policies or procedures, i.e. conforming to GDPR rules and guidelines.
- Management of the AMS contract to the avoidance of any financial penalties.
- Delivering a successful engagement within the boundaries of the customer contract.
- Creation & Management of a program of continuous Service Delivery improvement regardless of the SLA performance.
- Understanding what the client really wants, not just what is written in the contract.
- Accountable for understanding the client's business, how it operates, it challenges, and its future plans.

**People Management**
- Manager utilization of all resources assigned to the contract.
- Ensure the contract is appropriately staffed by raising timely resource requests.
- Conduct interviews, on need basis, to on-board required internal and external resources for the contract.
- Coach and mentor resources assigned to the contract.
- Ensure all resources are appropriately trained/skilled to deliver the contract objectives effectively.
- Create an effective Knowledge Transfer framework to ensure seamless handovers and onboarding of new resources.
- Maintain all essential documentation required for effective knowledge transfer and handovers.
- Responsible for Performance Management of resources assigned to the contract goal/ KRA setting, ongoing performance reviews and documentation, conducting appraisals, assigning performance ratings.
- Responsible to all matters relating to pastoral care, i.e. holidays, sickness, etc.

**Service Contract Management**
- Be the face of Invenio to the client in all matters and respond professionally and promptly.
- Delivery of the support service to the contracted service level and targets.
- Delivery of small Change Requests within contracted delivery timelines and standards.
- Delivery of all contracted ITIL disciplines within the defined standards and targets.
- Provision of a fully staffed team sufficient to meet the support demands of the client.
- Management of the team to also respond to peak periods within the client business model.
- Be the point of contact for all Service queries and escalations relating to the client, alongside timely responses.
- Timely communication, both internal and external, of any threats or failures within the service provision.
- Management and delivery of all expected customer communications and reports, to the required standard and on time.
- Chairing the regular Service meetings with the customer stakeholders ensuring that all required areas are represented fully, and with trending and improvement analysis applied.

**Functional experience & skills/knowledge required**
- Proficient in MS Off

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