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SAP Service Delivery Manager

  • Dubai


About the job

invenioLSI is recognised as the world’s #1 independent SAP consultancy and implementation partner for Public Sector and Services organisations. Our domain specialisms include Government, Local Authorities, Policing, Healthcare, Education, Public Transport, and Tax. We use our own IP, Cloud, Digital, and Analytics skills and capabilities. Fully international, our EMEA HQ near London, while our North America HQ is in Waltham, Mass, with nearly 1,500 experts.

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. The Service Delivery Manager 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

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

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

Define and enhance internal processes in the areas of incident management
Apply ITIL Process and lead the team in process compliance
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

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 communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results.
Building Organizational Talent: Establishing systems and processes to attract, develop, engage, and retain talented individuals; creating a work environment where people can realize their full potential, thus allowing the organization to meet current and future business challenges.
Customer Orientation: Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value.
Strategic Planning: Obtaining information and identifying key issues and relationships relevant to achieving a long-range goal; committing to a course of action to accomplish a long-range goal

Graduate in Engineering, Sciences, or Business
Post graduate in Management preferred
ITIL Certification strongly preferred
Bilingual English/Arabic preferred
Work experience

Experience of 12 years or above in IT consulting or services
Minimum experience of 5 years in a service delivery management role
Must have managed SAP projects or service delivery
Working experience with GCC Customers

invenioLSI is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. invenioLSI’s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.

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