Orane Consulting - Delivery Manager - SAP Managed Services

We are seeking a highly skilled SAP Services Delivery Manager to join our team. The ideal candidate will possess strong leadership abilities, exceptional communication skills. The SAP Shared Services Delivery Manager is responsible for overseeing the end-to-end delivery of our SAP services, including S/4 HANA upgrades and migrations, to both local and global clients. This role will collaborate closely with various internal and external stakeholders to ensure services are aligned with client needs and our company's service standards.

Service Delivery Management:

1. Oversee the delivery of SAP managed services to clients, ensuring adherence to service level agreements (SLAs) and customer satisfaction.

2. Monitor service delivery metrics, such as response time, incident resolution time, and system availability, and take appropriate actions to improve performance.

3. Coordinate with internal teams, including SAP consultants, technical specialists, and support staff, to ensure the effective delivery of services and timely issue resolution.

4. Conduct regular service reviews with clients to assess service performance, address concerns, and identify opportunities for service improvement.

Client Relationship Management:

1. Serve as the primary point of contact for clients, building and maintaining strong relationships and acting as a trusted advisor.

2. Understand clients' business objectives, requirements, and challenges related to SAP systems and provide strategic recommendations and solutions.

3. Conduct regular meetings and communication with clients to understand their evolving needs, align services with their goals, and identify opportunities for additional services.

4. Address client inquiries, concerns, and escalations promptly and professionally, ensuring high levels of client satisfaction.

Service Operations and Performance:

1. Ensure the smooth operation and availability of SAP systems and applications by monitoring system performance, health, and security.

2. Develop and implement incident management processes to address and resolve SAP-related incidents and service requests in a timely manner.

3. Collaborate with technical teams to plan and execute system upgrades, patches, and enhancements while minimizing disruptions to service delivery.

4. Conduct root cause analysis and problem management to identify recurring issues and implement preventive measures.

Team Leadership and Collaboration:

1. Lead and mentor a team of SAP professionals, providing guidance, performance feedback, and professional development opportunities.

2. Foster a collaborative and positive work environment, promoting knowledge sharing, teamwork, and continuous improvement.

3. Collaborate with internal stakeholders, such as sales, consulting, and project management teams, to align service delivery with overall business objectives and promote cross-functional collaboration.

4. Coordinate resource allocation and workload management to ensure efficient service delivery.

Contract Management and Financial Oversight:

1. Manage and monitor contractual obligations, including SLAs, service credits, and deliverables, to ensure compliance and client satisfaction.

2. Collaborate with the sales team in contract negotiations, scoping of services, and contract renewals.

3. Monitor and manage the financial aspects of the managed services, including budgeting, cost control, and forecasting.

4. Provide financial reporting and analysis related to the performance and profitability of the managed services.

Continuous Improvement and Best Practices:

1. Identify opportunities for process improvement, efficiency gains, and service optimization within the SAP managed services function.

2. Keep abreast of industry best practices, emerging trends, and new SAP technologies to enhance service offerings.

3. Drive the implementation of service delivery best practices, standards, and methodologies to improve service quality and operational efficiency.

4. Foster a culture of continuous improvement, innovation, and customer-centricity within the managed services team.

Qualifications and Requirements:

1. Proven experience of 5+ years as an SAP Services Delivery Manager or in a similar role within the IT services or software product industry. Experience in Big 4 or IT companies will be preferred.

2. Bachelor's degree in computer science, Information Technology, or a related field. Advanced degrees or relevant certifications PMP/ Six Sigma (Preferred).

3. Strong communication skills, both written and verbal.

Compensation:

1. Not a constraint for the right candidate

If you meet the qualifications, please apply with your updated resume on careers@orane.in.