SAP Service Delivery Manager

3 weeks ago

Qatar invenioLSI Full time

**Description**:
Role - Service Delivery Manager (Public Sector)

Years of Experience - 10+ Years

This role will report to the Global Head of PMO and be responsible for effectively managing support services for a large enterprise account.

This position will act as a single point of contact to the customer and team, and working at the customer office, will provide a consistently high level of service delivery on all customer projects and initiatives from a delivery management angle.

Success in this role is measured by such things as:

- Service Delivery Benchmarks (SLAs, Process Improvements, Client Escalations)
- Stakeholder Management and Relationship (Customer Feedback)
- Team Happiness Index (360degree feedback)
- CSAT Score

**People**
- Manage team proactively, guiding team members on processes and business
- Onsite team management
- Manage remote teams and offshore team
- Define shift roaster and manage team in different shifts including 24X7
- Become single point of contact for the team members
- Become communication bridge between team and customer
- Review staffing requirements with RMG and make proactive hiring decisions, considering visa timelines
- Represent InvenioLSI with customer, vendors and other project team members
- Display time management skills
- Manage team turn-over, minimize regretted attrition, minimize transition impact

**Delivery**
- Manage Incident Resolution
- Drive steering committee meetings at regular intervals
- Drive fast decision making or escalate to appropriate levels for a proper action
- Measure SLAs, Process improvements and review with customers/stakeholders
- Manage SLA Adherence
- Submit weekly, monthly reports to all stakeholders
- Measure and report commercials and manage gross margin
- Engage in tickets identification by processes, solution design, prioritize and resolve
- Participate in meetings, distribute minutes and develop agenda for onsite and offshore teams
- Manage, identify risks / issues, communicate in advance any infrastructure related issues
- Initiate Customer Satisfaction survey as defined by the company
- Bring efficiency in the processes and demonstrate the value to the customer
- Awareness of business priorities and customer satisfaction levels; Intervening and escalating as appropriate
- Daily meetings with customer team. Coordinating with weekly account level meetings
- Escalation of potential service delays or issues to Customer
- Ensure adequate knowledge transition of current work activities.
- Identify and own requirements for change orders
- Resolve customer escalations within the defined escalation matrix
- Advise on the design, configuration changes for continuous improvement

**Processes**
- Define and enhance internal processes in the areas of incident management
- Adherence to internal compliances and external compliances
- Support internal and external process audits
- Create quality awareness in the team and drive towards quality resolution of incidents

**Mentoring and Coaching**
- Lead by Example
- Need to mentor less experienced peers, and get mentored by more seniors/principal consultants/Customer counterparts
- Identify the training needs and ongoing team development
- Develop individual development plan for the team members
- Motivate the team and influence positivity on the customer and InvenioLSI
- Motivate team members and encourage ideas and innovation

**Accountabilities**
- Manage Incident resolution to support customer business functions
- Optimum utilization of resources in the service delivery
- Performance management, talent development and succession planning AMS consultants
- Smooth day-to-day operation of the Service Delivery
- Knowledge management of AMS consultants to enable seamless service delivery

**Functional experience & skills/knowledge required for the role include**:

- Technical background and ability to converse with the consultants at technical level
- Well versed with industry trends, tools & technologies in SAP Service Delivery
- Experience of having set up AMS Team
- Experience in managing customers
- Experience in working with Offshore and Remote Teams
- Experience leading creation of processes, templates and reports
- Excellent communication and presentation skills
- Managed consultants, groomed and mentored
- Manage and enhance the relationships with the customer team
- Experience in crisis management

**Behavioural Skills/Competencies required for the role include**:
Communication: Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others.

Inspiring Others: Motivating individuals toward higher levels of performance that are aligned with the organization’s vision and values

Driving Change: Driving organizational and cultural changes needed to achieve strategic objectives

Driving Execution: Translating strategic priorities into operational reality; aligning comm

  • Manager Service Delivery

    6 days ago

    Qatar Speedcast Full time

    Manager Service Delivery Position Overview The Service Delivery Manager (SDM) is based out of Doha, Qatar and is responsible for overseeing all operational activities for our customers based in Qatar, in particularly, QatarGas, ensuring all events are dealt with appropriately and in a timely manner. Key Responsibilities- Maintain in-country support...

  • SAP Basis

    4 days ago

    Qatar Spanbix Full time

    Provide installation, configuration, integration, upgrade, testing and tuning/optimization services for new projects and on-going maintenance for the SAP S/4HANA environment - Extensive knowledge in administration of SAP BTP - Provide performance tuning, problem analysis, upgrades and system administration for S/4HANA databases and SAP instances - Knowledge...

  • SAP SD Developer

    3 weeks ago

    Qatar Bitech Middle East On Demand Bitech International Full time

    Exciting Opportunity for SAP SD Professionals! Location QatarEmail Are you a skilled SAP SD Developer looking to take your career to new heights We have the perfect opportunity for you!Were seeking a talented SAP SD professional to join our dynamic team. As an SAP SD Developer with us youll play a pivotal role in designing implementing and deploying...

  • Clerk - Service Delivery

    2 days ago

    Qatar Milaha Full time

    **Description** **Key Roles & Responsibilities** **Order Creation** 1. Create order in Oracle Transport Management (OTM), and acknowledge and confirm order to customer, to ensure that bookings are made efficiently. 2. Track and trace all shipments (& update customers) & ensure that the system is updated correctly by operations, verify that all document...

  • SAP ABAP Devloper

    4 days ago

    Qatar Spanbix Full time

    Leverage technical expertise to address ABAP Workbench tools such as ABAP Dictionary, ABAP Editor, Area Menus, SAP Script, Function Builder, Transactions, and Business Object Builder. - Working with SAP Finance, HR, and Procurement team specialists for business requirements and assessments - Experienced in SAP ABAP objects below: - Business Workflows -...

  • SAP Integration Expert

    3 weeks ago

    Qatar Bitech Middle East On Demand Bitech International Full time

    Exciting Opportunity for SAP Integration Consultants! Location QatarInterested candidates please send your resume to Are you passionate about driving seamless connectivity and efficiency across multiple systems through SAP integration solutions Were looking for talented SAP Integration Consultants to join our team!As an SAP Integration Consultant with...

  • SAP S4HANA Data Architect

    3 weeks ago

    Qatar NES Fircroft Full time

    Position: SAP S4HANA Data ArchitectLocation: DohaMob date: ASAPDemob date: 31-May-2025Bachelor's Degree preferably in Computer Science, Information Technology, Computer Engineering, correlated IT discipline; or equivalent experience. Experience in oil & gas sector is a preference. 10+ years' hands on experience and proficiency in SAP Data Management and...

  • SAP S4HANA Data Architect

    4 weeks ago

    Qatar NES Fircroft Full time

    Position: SAP S4HANA Data Architect Location: Doha Mob date: ASAP Demob date: 31-May-2025 Bachelor's Degree preferably in Computer Science, Information Technology, Computer Engineering, correlated IT discipline; or equivalent experience. Experience in oil & gas sector is a preference. 10+ years' hands on experience and proficiency in SAP Data...

  • Clerk - Service Delivery

    4 weeks ago

    Qatar Milaha Full time

    **Description** **Key Roles & Responsibilities** - Complete the processing of documentation including invoicing, forwarding, follow-up, tracking and problem identification and resolution; - Ensure that all documentations are in proper order when receiving original document from/Consignee / Shipper / Agent and notify (relevant party internal / external)...

  • SAP Car

    4 days ago

    Qatar Spanbix Full time

    Identify and manage gaps and provide solutions within the Retail stream specific to POS Sales into POS DM/CAR and outbound into SAP Retail/FMS/any other Legacy systems - Manage and Conduct CAR/POS DM process configuration - Maintaining and updating all SAP CAR/POS DM functional documentation (Design Specifications, Configuration documents, Test Scripts,...

  • Sales Executive

    2 days ago

    Qatar iMile Delivery Full time

    Sales Manager will direct and oversee our organization's sales policies, objectives and initiatives, set short - and long-term sales strategies and evaluate effectiveness of current sales programs. Recommend product or service enhancements to improve customer satisfaction and sales potential. He will successfully tap needs & desires of potential clients &...

  • Assistant Manager ERP

    4 weeks ago

    Qatar Client of Foreground Full time

    Job Description: Our client is a progressive diversified and sustainable business group in the region providing an outstanding experience in the Automotive and Associated Businesses through superior value products and services in partnership with some of the world's leading brands. They are looking for an Assistant Manager ERP to join their team. Asst....

  • Package Delivery Specialist

    2 days ago

    Qatar NES FIRCROFT Full time

    BH-228089 Posted: 20/03/2023 - competitive- Qatar- Contract- Oil & Gas- Package Delivery Specialist- Assist the Head of Topsides Execution with the delivery of the NFXP Offshore Topsides packages; primarily the Building Packages (Control & Auxilary Module, High Voltage & Temporary Refuge), or as directed. - Assist in the implementation and compliance of the...

  • Onsite - SAP SuccessFactors specialist with ECC S4 HANA

    3 weeks ago

    Qatar K20S Kinetic Technologies Private Limited Full time

    Job Title: SAP SuccessFactors specialist with ECC & S4 HANAExperience: 7 yearsLocation: Qatar (Onsite)Duration: 1 years (extendable)Responsibilities:1. Integration Strategy: Experience in develop integration strategies and design seamless integrations between SuccessFactors and SAP ECC & S4/HANA as well as other enterprise systems such as payroll time...

  • SR. BUSINESS ANALYST

    3 days ago

    Qatar QatarEnergy Full time

    Department INFORMATION & COMMUNICATION TECHNOLOGY Title SR. BUSINESS ANALYST (Supply Chain Management) Primary Purpose of Job Manage and provide specialist support to business end users for the SAP Supply Chain Management (SCM) modules such as Materials Management, Warehouse Management and Quality Management including core functionalities like Procure to...

  • Payroll Manager

    2 weeks ago

    Qatar MM Staffing & Career Consultants Full time

    Opening: 1 Nos.- Job ID: 71710- Employment Type: Full Time- Reference: - Work Experience: 10.0 Year(s) To 18.0 Year(s)- CTC Salary: 0.00 LPA TO 0.00 LPA- Function: Accounts / Finance / Tax / CS / Audit- Industry: Account/Finance/Tax consulting- Qualification: BA - Accounting and Taxation- Location: - Qatar Posted On: 17th Nov, 2023 **- An expert is...

  • Accounts Payable Accountant

    3 weeks ago

    Qatar Talent Pal Full time

    PRIMARY PURPOSE Perform detailed accounting duties relating to verification processing and control of all invoices cash calls DTRs advance payments and other adhoc payments ensuring that payments are correct properly accounted for processed within service delivery norms and comply with contractual terms and conditions. Not translated in selected language...

  • Service Manager

    4 weeks ago

    Qatar Talent Pal Full time

    Date Posted: 2023-10-16 Country: Qatar **Location**: QAT01: 404A, 4th Floor, Jaidah Square, Airport Road PO Box 23500, Doha - Qatar Job Purpose The role holder is responsible for managing service sales & field teams within assigned territory to enhance service by acquiring new accounts, cross selling, and upselling Otis, Qatar products and services. The...

  • Purchasing Officer

    4 weeks ago

    Qatar Talent Pal Full time

    **Job Summary and Purpose**: Ensure that the company receives maximum value (price, quality etc) for resource allocation the money spent by ensuring efficient procurement of goods and services. Coordinate the purchasing activities for the organization as well as joint venture companies. Resolve any issues that come up, through innovative thinking and...

  • Head, Laboratory Services

    3 weeks ago

    Qatar شركه المواهب Full time

    Department HEALTHCARE Title HEAD, LABORATORY SERVICES Primary Purpose of Job • Direct, monitor and maintain the service delivery, strategic planning, development, and operational management of QatarEnergy Healthcare Laboratory Services. • Act as a corporate focal point for QatarEnergy Healthcare Laboratory Services. Education • Medical...