SAP Service Delivery Manager

Description:About Thoucentric:

Thoucentric is a niche management consulting firm focused on helping organizations overcome business challenges, maximize growth & overall performance through effective problem solving, efficient people, process, and technology solutioning, end to end execution and management.

We help clients with Business Consulting, Program & Project Management, Digital Transformation, Product Management, Process & Technology Solutioning and Execution including Analytics & Emerging Tech areas cutting across functional areas such as Supply Chain, Finance & HR, Sales & Distribution.

We are a group of seasoned professionals having diverse industry, solution and product experience thereby making us effective business liaisons.

We are 300+ consultants strong coming with strong diverse background fueling our growth story in India and across four other global locations viz. US, UK, Singapore, and Australia.

Thoucentric is an Ethos that epitomizes the essence of being a good human living a life of purpose being life itself!

We are an extension of ourselves together! We breed the basic human values of trust, freedom, nimbleness, compassion, integrity, passion, persistence & conviction.

JOB DESCRIPTION:

• Act as a Service Delivery Lead to effectively partner with business customers to achieve desired outcomes by collaborating with vendor partners in a single/ multi-vendor environment.

• The candidate must manage all the areas of service delivery to ensure all the IT and Business processes are being followed.

• Assist on multiple transition initiatives, oversee the program, and ensure successful delivery.

• Experience of large-scale program set up and development with seasoned project management expertise and skills.

• Track, measure, evaluate vendor performance with weekly, monthly, and quarterly status review as against agreed SLAs and KPIs.

• Collaborate with Applications and Infrastructure teams for effective planning and execution of different activities such as patching, upgrades, vulnerability remediations etc. and ensuring smooth functioning of business.

• Coordinate with vendor partners to ensure on time addressal of issues and fulfilment of Service requests raised by business functions and ensuring effective communications being sent to the concerned stakeholders.

• Address high-priority issues with minimal business impact and facilitate root cause analysis (RCA).

• Thrive for continuous Service Improvements in BAU space via optimization and automation activities.

• Effectively planning and execution of business demands, collaborating with multiple stakeholders.

• Manage escalations by involving the appropriate stakeholders and conflict resolution through cross functional meetings.

• Plan and facilitate training to the business function users on basic IT and Service Management processes.

• Plan to incorporate feedback from IT Business Partners and Leads into actionable objectives.

• Ensuring smooth functioning of the audit and compliance related activities by coordinating with the vendor partners such that the committed timelines are adhered.

• The candidate should be able to leverage previous work experience or gradually pick up functional aspects which include business processes in the areas of the supply chain, finance, sales & distribution, marketing, retail, eCommerce, etc.

• Demonstrate expertise in end-to-end agile project management and a deep understanding of the Software Development Life Cycle (SDLC).

• The candidate must understand different ITIL processes such as Incident, Problem, Service Request Fulfilment, Change and Release Management and Knowledge Management processes etc.

• End user understanding of the IT Service Management tool (ServiceNow, HPSM etc.) and Project Management Tools (Jira) would be an added advantage.

Requirements:Educational Qualifications:

• Strong educational background from reputed engineering and management schools with 10-15 years of IT experience.

• Certifications in ITIL, PMP, SIAM, ISO, CSM/CSPO preferred.

Required Skills:

• Hands on experience with SAP Service Delivery.

• Experience required in SAP technology services (SAP ECC, SAP S/4 HANA).

• Candidate to be well versed with SAP Activate methodology.

• Working knowledge of Application Management Services (AMS) and Application Development (AD) is preferred.

• Perform complex IT operational process analysis, design, and review.

• Highly proficient in IT Service Management Processes, IT Service Management Tools (e.g., ServiceNow)

• Highly proficient in using Microsoft Excel for reporting and data analysis and other MS tools (Project, PowerPoint etc.).

• Sound Understanding of agile project management methodologies and hands on experience in Project Management Tools (e.g., Jira).

• Understanding of Business Analytics and reporting tools (PowerBI , Tableu etc.,) is desirable.

• Proven leadership skills with the ability to work with technical and business teams including virtual teams.

• Must have the ability to work with process and technology vendors in the delivery of project solutions.

• Must have a breadth of understanding of technology and IT market trends.

You Are A Good Fit If This Sounds Like You:

Ability to cope in a complex and fast-changing business environment and to respond calmly and rationally to changing aspirations in a deadline-driven situation.

Works independently on complex processes and modules that may be used by one or more programs or systems.

Strong planning and organizing skills including the ability to manage several work streams simultaneously.

Excellent communication skills with a capacity to present, discuss and explain issues coherently and logically both in writing and verbally.

Good influencing and persuasion skills with the ability to enthuse and inspire multidisciplinary teams and build successful relationships at all levels.

Good team player, self-motivated and able to work on own initiative.

Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues.

Kindly note that we are working in a Hybrid Mode with base location in Bengaluru, Karnataka, this is not a remote role.

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