IT Service Delivery Manager - Senior Principal ERP Service Management - Global ERP Operations

NOTE - Only open to Diversity folks

Senior Principal ERP Service Management-Global ERP Operations

Job Description -

As an IT Service Delivery Manager, you will be responsible for providing leadership and technical guidance over the support of the ERP platform, infrastructure, and solution products across multiple domains/solution areas in ERP, contributing to the future success of the business through innovations in technology.

Scope of Role-

Provides technical support to the organisation's workforce and Business Partners in order to provide secure access to applications, Network and Data. Answers questions regarding system procedures, online transactions, systems status and downtime procedures. Maintains appropriate logs and ensures timely resolution and/or escalation of problems. Ensures Audit readiness and Service Continuity and governance whilst maintaining Service Relationship with Internal and External Stakeholders.

Key responsibilities -

- Accountable for providing best in class 24-7 production support meeting SLA requirements

- Manage the service to SLA ensuring Voice of Customer is positive (< 3% unsatisfied users). Ensure all negative VoC is followed up

- Implement continuous service improvements

- Hold programme teams accountable for delivering supportable solutions that shall not put production availability at risk. Provide feedback to programme teams on the quality of delivery, influencing programme delivery designs and plans.

- Accountable for providing services to projects and users

- Manage key Senior stakeholders (Business and IT)

- Provide a service to project teams to manage service transition with particular focus on stabilizing operations after go lives.

- Provide ongoing service improvements to improve service operations

- Planning downtime of the service and negotiating this with service providers and the business. Managing associated communications for this.

- Accountable for managing relationships with service providers

- Drive performance of services delivered by service providers to meet SLA requirements. Partner up with service provider service management resources to develop their capabilities ensuring they can manage stakeholders

- Embrace and implement ITIL compliant process. Review best in class industry processes with view to implementing applicable ones within

Basic qualifications-

- 16+ years having worked as a Service Manager in SAP/ERP environment

- Strong problem-solving skills required, often in high-pressure situations

- Proven experience of working in global 24-7 Operations

- Experienced in influencing large teams of resources providing services in a matrix environment

- Experience of managing transitions from Projects into support

- Operating a disciplined and logic work style in a high intensity support organisation with constantly changing and competing high priorities

- Provide excellent reporting to all levels within organisation and excellent stakeholder management experience (up to and including SVP)

- Strong understanding and experience of ITIL-based service management practices.

- Pharmaceutical or other regulated industry experiences.

- Working knowledge of Agile and ITSM framework.

Minimum Level of Education Required

- Graduate in related discipline or equivalent experience.

- ITIL Certified to Foundation level

Preferred Level

- SAP experience / certified

- ITIL certified to expert level

- Six Sigma Certification or Agile would be added advantage