SAP Service Delivery Manager

The largest independent global SAP solutions provider serving the public sector as well as offering specialist skills in media and entertainment. We bring deep expertise combined with advanced technologies to enable organizations to modernize so they can run at the speed of today’s business. We know how to navigate the extraordinary complexities of international businesses and public sector organizations, working with stakeholders to drive change and create agile organizations of tomorrow using the technologies of today. Learn more at www.invenioLSI.com. 

• Responsible for planning, tracking and reporting on the contractsassigned.
• Ensure all contract related documentation is created and maintained as per organizational Service Delivery Managementstandards. 
• Understand organizational Quality Management Standards and ensure adhere from a contractperspective.
• Communicate contract status reports to key clients, stakeholders and management including cost vs. budget, variances, contract risks,etc. 
• Closely monitor contract costs and ensure delivery is within budget. Determine and highlight any budget related riskspromptly. 
• Adhere to the communication process that incorporates issue tracking, escalation and resolution.
• Manage client relationships and ensure all client feedback is formally captured and reported tomanagement.
• Ensure that client requirement is understood appropriately by internal delivery teams and manage timely closure of alldeliverables. 
• Responsible for 1st level client escalation handling, resolution anddocumentation.
• Responsible to deliver a high level of customer satisfaction (C-SAT) throughout the contractjourney.
• Work with the Finance team to ensure timely and appropriate clientbilling.
• Experience Required 10 Yrs. 
  

• Accountable for Performance Management of all resources assigned to thecontract. 
• Demonstration of a high standard of Customer/Client focus those results on a high C- SAT score for thecontract.
• Being on top of major incidents and triaging.
• Manage change requests and support any ongoing projects by customer.
• Creation and maintenance all Service/Knowledge documentation as per organizational and customerstandards. 
• Successful closure of all audits – Internal and/or external, as per contractrequirement.
• Ensure appropriate staffing is always maintained in thecontract.
• Manage relationships with internal and external customers andstakeholders. 
• Effective management of contract budget by managing billing and expenditure in collaboration with the financeteam. 
• Delivery of the AMS contract to requested Service Levels andTargets. 
• Management of the AMS team in sympathy with any geographical or customer specific policies or procedures, i.e. conforming to GDPR rules andguidelines. 
• Management of the AMS contract to the avoidance of any financialpenalties.
• Delivering a successful engagement within the boundaries of the customercontract. 
• Creation & Management of a program of continuous Service Delivery improvement regardless of the SLAperformance.
• Understanding what the client really wants, not just what is written in thecontract. 
• Accountable for understanding the client's business, how it operates, it challenges, and its futureplans.

People Management

• Manager utilization of all resources assigned to thecontract.
• Ensure the contract is appropriately staffed by raising timely resourcerequests.
• Conduct interviews, on need basis, to on-board required internal and external resources for thecontract. 
• Coach and mentor resources assigned to thecontract.
• Ensure all resources are appropriately trained/skilled to deliver the contract objectives effectively.
• Create an effective Knowledge Transfer framework to ensure seamless handovers and onboarding of newresources.
• Maintain all essential documentation required for effective knowledge transfer and handovers. 
• Responsible for Performance Management of resources assigned to the contract goal/ KRA setting, ongoing performance reviews and documentation, conducting appraisals, assigning performance ratings.
• Responsible to all matters relating to pastoral care, i.e. holidays, sickness, etc.

Service Contract Management

• Be the face of Invenio to the client in all matters and respond professionally and promptly.
• Delivery of the support service to the contracted service level andtargets.
• Delivery of small Change Requests within contracted delivery timelines and standards.
• Delivery of all contracted ITIL disciplines within the defined standards andtargets.
• Provision of a fully staffed team sufficient to meet the support demands of the client.
• Management of the team to also respond to peak periods within the client business model.
• Be the point of contact for all Service queries and escalations relating to the client, alongside timelyresponses.
• Timely communication, both internal and external, of any threats or failures within the service provision.
• Management and delivery of all expected customer communications and reports, to the required standard and ontime.
• Chairing the regular Service meetings with the customer stakeholders ensuring that all required areas are represented fully, and with trending and improvement analysis applied.

Functional experience & skills/knowledge required

• Proficient in MS Office, MS Project, MS Visio and other communicationtools.
• ITIL Foundation accreditation preferred,or
• Experience of ITIL Service processes (Incident, Major Incident, Change & Problem preferred).
• Experience of making Service decisions based on customerimpact.
• Experience of making measured Service decisions in the “heat of themoment”.
• Experience of managing the transition of solutions from development intoproduction. 
• Experience of managing an offshore & onshore mutli-culturalteam. 
• Familiar with project delivery lifecycle and experience of delivering projects usingthis lifecycle. 
• Familiar with the deliverables within a Managed Service OperatingModel. 
• Familiar with testing cycles anddocumentation. 
• Strong process management and controlskills.
• Excellent communication and interpersonalskills.
• Strong customer service awarenessfocus. 
• Makes customer-orienteddecisions. 
• Remains visible to customers, as the point of reference for invenio, and to listen to risks and mitigate these asrequired. 
• Works collaboratively with a range of people to support the wider businessand customers service deliveryagenda. 
• Always remains focused on the most critical / impactful task to hand usingall resources efficiently andeffectively. 
• Some experience of working in largeorganizations.
• Experience of managing governance/assuranceactivities.
• Matrix management and project performance reporting involving multi-sourced and multi-disciplined serviceproviders.