Job Description

Company is a software-enabled services provider, synonymous with SAP on Cloud, focused on delivering superior, highly automated Managed Services to Enterprise customers. Our customers span multiple verticals and geographies across the Americas, EMEA and APAC. We partner with AWS, SAP, Microsoft and other global technology leaders. With the rapid and increased growth of Company we have introduced a new tier into our Service delivery Management family. The role of Associate Service Delivery Manager will encompass a wide range of tasks including data analytics, report writing, collating data to create reports/metrics/produce graphical data, SLA measurement, finance, and resource reporting.

Responsibilities Duties:

Responsible for all process documentations (e.g. SOP creation and revision) and improvements across all operate core processes Drive process improvements to optimize the end-to-end processes which include sponsorship, design, and continual improvement of the process and its metrics and operational management of the Company ITIL process. Establish a service process and procedures to ensure quick and efficient delivery of services within the Company organization and to the client. Develop and set target operating performance metrics and standards for speed, quality, and customer service for internal and external support units Identify and maintain key process flows to deliver customer value proposition and target operating model. Periodically engage audit, risk, and compliance in matters related to Company processes to identify key risk areas and develop solutions to mitigate or reduce risk exposures. Work closely with compliance to interpret/clarify new requirements and disseminate them to the team. Provide updates and feedback to stakeholders on process success measures impacting operations and KPIs

Key Skills:

Analyzing company processes for delays, obstructions, and weaknesses. Advising on process upgrades to improve production rates and reduce costs. Assessing process orders. Servicing and maintaining production equipment. Troubleshooting processing issues. Maintaining machinery supply inventory. Notifying Quality Assurance personnel of production flaws. Ensuring production processes adhere to safety and quality regulations. Ensuring production area is clear of obstructions and contaminants. Creating production process reports. Process Associate Requirements: Bachelor’s degree in process management or engineering. Previous experience as a process associate. Advanced knowledge of process systems software. Experience with process simulations. High-level technical skills. Advanced communication skills. Analytical thinker. Ability to lift and operate heavy equipment. Advanced mechanical skills.

Experiance Qualifications:

At least 3yrs of working experience preferably in ITIL process ownership role Analytical and able to work in a logical way. Strong communication skills, confident talking to clients as well as management and interpersonal skills. Able to understand and interpret the data reported on. Strong knowledge of Microsoft Excel and the other suite of Microsoft Office products. Able to identify and own the implementation of service improvement activities. Strong service attitude and understanding of ITIL specifically in the areas of Incident Management, Problem Management, Event Management, Knowledge Management. Ideally, ITIL foundation certified. Selected applicant will be subject to a background investigation, which will be conducted and the results of which will be used in compliance with applicable law.

Benefits:

This may include training, health, insurance, commuting support, lunch service etc.