Service Delivery Manager
Description
As we accelerate the impact of advancements in SAP technology, our customers benefit from end-to-end solutions and service portfolios that help them make the move to next-generation enterprise business suites. These digital transformations are driven by our commitment to customer and employee success. At the intersection of meaningful technical software and people, we believe in investing in our relationships. invenioLSI sets the vision for change with a focus on bettering the lives of people that use our solutions––all while celebrating our employees’ diverse backgrounds, beliefs, and abilities.
Role - Service Delivery Manager (Public Sector)
Years of Experience - 12+ Years
This role will report to the Global Head of Delivery and be responsible for effectively managing support services for a large enterprise account.
This position will act as a single point of contact to the customer and team, and working at the customer office, will provide a consistently high level of service delivery on all customer projects and initiatives from a delivery management angle.
Success in this role is measured by such things as:
• Service Delivery Benchmarks (SLAs, Process Improvements, Client Escalations)
• Stakeholder Management and Relationship (Customer Feedback)
• Team Happiness Index (360degree feedback)
• CSAT Score
People
• Manage team proactively, guiding team members on processes and business
• Onsite team management
• Manage remote teams and offshore team
• Define shift roaster and manage team in different shifts including 24X7
• Become single point of contact for the team members
• Become communication bridge between team and customer
• Review staffing requirements with RMG and make proactive hiring decisions, considering visa timelines
• Represent InvenioLSI with customer, vendors and other project team members
• Display time management skills
• Manage team turn-over, minimize regretted attrition, minimize transition impact
Delivery
• Manage Incident Resolution
• Drive steering committee meetings at regular intervals
• Drive fast decision making or escalate to appropriate levels for a proper action
• Measure SLAs, Process improvements and review with customers/stakeholders
• Manage SLA Adherence
• Submit weekly, monthly reports to all stakeholders
• Measure and report commercials and manage gross margin
• Engage in tickets identification by processes, solution design, prioritize and resolve
• Participate in meetings, distribute minutes and develop agenda for onsite and offshore teams
• Manage, identify risks / issues, communicate in advance any infrastructure related issues
• Initiate Customer Satisfaction survey as defined by the company
• Bring efficiency in the processes and demonstrate the value to the customer
• Awareness of business priorities and customer satisfaction levels; Intervening and escalating as appropriate
• Daily meetings with customer team. Coordinating with weekly account level meetings
• Escalation of potential service delays or issues to Customer
• Ensure adequate knowledge transition of current work activities.
• Identify and own requirements for change orders
• Resolve customer escalations within the defined escalation matrix
• Advise on the design, configuration changes for continuous improvement
Processes
• Define and enhance internal processes in the areas of incident management
• Apply ITIL Process and lead the team in process compliance
• Adherence to internal compliances and external compliances
• Support internal and external process audits
• Create quality awareness in the team and drive towards quality resolution of incidents
Mentoring and Coaching
• Lead by Example
• Need to mentor less experienced peers, and get mentored by more seniors/principal consultants/Customer counterparts
• Identify the training needs and ongoing team development
• Develop individual development plan for the team members
• Motivate the team and influence positivity on the customer and InvenioLSI
• Motivate team members and encourage ideas and innovation
Accountabilities
• Manage Incident resolution to support customer business functions
• Optimum utilization of resources in the service delivery
• Performance management, talent development and succession planning AMS consultants
• Smooth day-to-day operation of the Service Delivery
• Knowledge management of AMS consultants to enable seamless service delivery
Functional experience & skills/knowledge required for the role include:
• Technical background and ability to converse with the consultants at technical level
• Well versed with industry trends, tools & technologies in SAP Service Delivery
• Experience of having set up AMS Team
• Experience in managing customers
• Experience in working with Offshore and Remote Teams
• Experience leading creation of processes, templates and reports
• Excellent communication and presentation skills
• Managed consultants, groomed and mentored
• Manage and enhance the relationships with the customer team
• Experience in crisis management
Behavioural Skills/Competencies required for the role include:
• Communication: Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others.
• Inspiring Others: Motivating individuals toward higher levels of performance that are aligned with the organization’s vision and values
• Driving Change: Driving organizational and cultural changes needed to achieve strategic objectives
• Driving Execution: Translating strategic priorities into operational reality; aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results.
• Building Organizational Talent: Establishing systems and processes to attract, develop, engage, and retain talented individuals; creating a work environment where people can realize their full potential, thus allowing the organization to meet current and future business challenges.
• Customer Orientation: Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value.
• Strategic Planning: Obtaining information and identifying key issues and relationships relevant to achieving a long-range goal; committing to a course of action to accomplish a long-range goal
Qualification:
- Graduate in Engineering, Sciences, or Business
- Post graduate in Management preferred
- ITIL Certification strongly preferred
- Bilingual English
- Arabic Mandatory
Work experience:
• Experience of 12 years or above in IT consulting or services
• Minimum experience of 5 years in a service delivery management role
• Must have managed SAP projects or service delivery
• Working experience with GCC Customers
invenioLSI is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. invenioLSI’s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.