Description
CAS Pune is looking for a Service Delivery Manager (SDM) with 15+ years of relevant experience to manage SAP Managed Services accounts.Education
• MBA (mandatory) from premium Business School
• Engineering in CS / Info’ Systems
Location:
• SAP, Pune (Magarpatta, Hadapsar)
Position: Service Delivery Manager (15 + Years)
Roles & Responsibilities
Service Delivery
• Overlook the day-to-day operations and support of multiple customers
• Take full responsibility of account delivery, right from sales to delivery handover to risk mitigation, successful go live and ongoing support for customers
• Coordinate between technical team members and SAP stakeholders, customers
• Participate in weekly and quarterly governance and management meetings to give an update about the ongoing accounts
• Responsible for monthly and quarterly reports for every account – tracking costs, volumes, no. of tickets, improvement measures, feedback, etc.
• Own key accounts from a technical and solution perspective, and in some ways from a business perspective to identify ongoing opportunities and guide business users
• Must have end to end knowledge about customer contracts, customer reports and customer governance activities
• Coordinate internal resources and third parties/vendors for the flawless execution of projects
• Ensure monthly activities, change requests, etc. are delivered on-time, within scope and within budget
• Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility
• Manage the relationship with the client and all stakeholders
• Perform risk management to minimize project risks
• Create and maintain comprehensive project documentation
• Should be able to fully understand a business problem and construct a solution around the problem leveraging SAP SMEs and team
• Manage and own the customer specific onboarding of the team members during transitions
• Must strike a good connect, exchange best practices with key customer business POCs and key stakeholders – including partners, Solution Architects, Pre-sales, global SAP community
• Participate in meetings and conferences with customers and partners to serve as a liaison between multiple SAP organizations
• Use appropriate verification techniques to manage changes in scope, schedule and costs
• Provide technical expertise for resolving escalated issues. Participate in crisis resolution meetings as necessary. Report and escalate to management as needed
Operations
• Help with resourcing, team building, conduct interviews, actively participate in practice build-up operations
• Ensure resource availability and allocation for 24x7 support (responsible as sole owner for team augmentation and build-up)
• Compute project margins, track utilization, mentor team members
Pre-sales support
• Help with pre-sales : respond to RFP’s, compile sales collateral, makes sales presentations to customers/internal stakeholders
• Own and progress opportunities through the qualification, definition, proof/ evaluation, proposal and closure stages of the sales cycle with attention to timelines
Mandatory skills
• 15+ years relevant experience working as a Delivery Manager in Services Industry
• Solid functional background, with understanding or hands-on experience in SAP technology
• Ability to work under stress
• Passionate individual with ability to work in small startup type setup, so go getter attitude and ability to scale as per the need, multi-tasking ability is key
• Ability to interact with global customers and able to articulate himself/herself
• Should have worked with multiple customers across all geographies
• Must have good understanding of the ITIL process (Incident / request handling, approval process, Change and Problem Management, Governance & Reporting)
• Proven working experience as a Delivery Manager in the Services industry
• Excellent client-facing and internal communication skills
• Excellent written, verbal and presentation skills
• Must have handled complex transitions for SAP systems and landscapes
• Experience engaging with senior leaders (CxO level) on various solutions and business problems