SAP Service Delivery Manager

**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