HP - SAP Service Center Program Manager

SAP Service center program manager

Overall – Co-ordinate & manage change in HP SSC from the New Forwarding Environment implementation in DGF

Key areas of influence included –

- NFE program with all areas impacting SSC setup & delivery

- Roll-out of SAP for all countries in HP SSC scope of service

- Functional areas managed out of HP SSC & any associated hand-offs with other DGF process areas

Education Requirements

- Bachelor or post graduate at the minimum

- Preferred with PMP/SAP certification

Experience Requirements

Musts

- Total Experience of minimum 12 years in Finance & Accounting & BPM areas – majority in BPO

- Understanding of the solutioning effort in a typical F&A engagement

- Experience of working in SAP implementation or practice

- Ability to understand the impact of changeover of ERP system

- Manage the changeover process upon the capacity of SSC

- Hyper care support during the roll over period

- Customer communication & engagement

Desirable

- SAP implementation experience

Personal Characteristics

- High levels of maturity and good temperament

- Customer engagement & change management

- Strong leadership

- Very enthusiastic, passionate and high energy

- Self Confidence

- Attention to details

- Highest levels of integrity

Skill and Knowledge Requirements

- SAP knowledge & enabling technology understanding

- Highly analytical and able to work independently

- Ability to write and think in impeccable English

- Collaboration with diverse teams & Customer groups

- Communication skills-articulation, listening and comprehension

- The person should be enthusiastic, willing to work hard

Job Responsibilities and Tasks

- Overview of the SSC impact areas including training, measurement systems, controls and documentation

- Ensure ready to use SOPs for the various SSC activities

- Ensure availability of training plans by various clusters of roll outs

- Work with the performance management team to standardize KPIs by function areas

- SLA refresh for various towers in conjunction with the tower organization

- RACM refresh for various tower in conjunction with the controls organization

- Manage the various stakeholders to ensure access, content & reports from various systems & sub-systems for the above task

- Creating cluster project plans for change overs & SSC readiness checklist

- Capacity management for roll over countries

- Seeding for future clusters

- Cutover of capacity post go-live

- Define success post cover over

- Monitor the program plan for roll over for countries

- Monitor the cutover plan and issues from cutover – with country, NFE core team and HP SSC

- Communication plan for the clusters on the impact on reporting, metrics and backlogs, if any

- Escalation management on key issues

- Communication of various tollgates in the roll over process