Service Delivery Manager

Responsibilities:

Manage Relationship with business on Run service:

• In charge of Run activities for applications or services and conduct business review with business representatives
• Manage escalation from business teams and ensure business continuity and follow till closure
• Manage dependencies and trigger hierarchical escalation protocol as needed ("pending by user, awaiting vendor status" tickets etc.)
• Own critical outbound communications from IT with business
• Conduct or collaborate with BRM for demand management for minor evolutions in alignment with build teams
• Track and ensure business satisfaction and take necessary action to improve CSAT progressively
• Contribute to larger community of SDM and ITSM Process Owner.
• Onboard other scope into service as the organization is moving to Platform organization.

Monitor and control service delivery:

• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Review ticket backlog (especially aging tickets) on regular basis and prioritize as per SLA commitments when applicable
• Track, analyze and report metrics (SLA and KPI) and take corrective actions as needed for service excellence
• Work with Application management service partner to generate actionable insights to improve system availability and performance
• Ensure Knowledge Mgmt. and build to run practices are followed and regularly conduct audits
• Recommend, monitor, and ensure continuous improvement activities are delivered by AMS teams
• Increase the ITIL compliance for all services delivered by teams (incident, problem, change.)
• Review global process KPIs using power BI dashboard for process excellence and draft process improvement suggestions
• Lead change management including process governance, CAB & quality control.

Requirements:

• High level of business orientation
• Proactive and process mindset
• Solid IT process knowledge with very good ITIL understanding
• Practical knowledge and experience on IT process development and service roll outs
• Strong experience in supplier collaboration with offshoring model (located in India)
• Demonstrated ability to communicate effectively with different stakeholders (both written and oral).
• Ability to operate in a large and complex organization which is transformation to become more professional.
• Strong Change Management skills
• Excellent problem solving & team collaboration skills
• Experience on SAP function modules (FICO, SD, MM, WM)
• Proven 6+ years working experience as an IT service delivery manager or coordinator
• Knowledge of IT Service Management ITIL EXPERT certification will be appreciated)
• Proven track record in IT/IS Project Management (PMI, Prince 2 certification will be appreciated) including coordination of various teams and service providers
• Experience on SAP (SRM, ABAP, GRC)
• Proficiency in using ServiceNow, PowerBI