SERVICE DELIVERY MANAGER - AMERICAS

HCL

Full Time

Experience: 1 - 7 Years

Location: (BAJA CALIFORNIA - MEXICO)

Salary: 110000 - 150000 USD Per Year

Job Description

  • This 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.
  • Develop and manage the execution of meaningful Operational Readiness Tests
  • Develop comprehensive Service Delivery reports with a keen eye on what it is that makes this service special for the customer
  • Develop Customer Induction Packs to enable on-boarding of resources at the start of the Service and ongoing;
  • Transition open Service Items from the Incumbent
  • Define the Skills required, build the team including recruitment of additional resources to fulfill skills requirements;
  • On-board the Team, ready for the Start of Service and Service Stabilization;

 

 

Responsibilities Duties:

  • Service Design, Implementation & Testing
    • Service Take-On
    • Service Stabilization or Hyper Care
    • Operational Service Management
    • Customer Relationship Management
    • Contract Management
    • AWS Cost Management
    • Service Level Management
    • Service Escalation Management
    • Service Automation
    • Service Improvement
    • DevOps Deployment
    • Define and refine the Service Scope based on the Service Catalogue;
    • Run process design workshops with customers, capturing core processes in Swimlane Diagrams with a focus on the interaction between Customer and processes;
    • Ensure service desk integration between the customer and service desks is designed, implemented, and tested; normally an email workflow-based process would be used;
    • Design and work with the team to implement the and AWS Service Management Tools;
    • Develop and manage the execution of meaningful Operational Readiness Tests;
    • Develop comprehensive Service Delivery reports with a keen eye on what it is that makes this service special for the customer;
  • Service Take-On
    • Obtain existing Technical Design and Service Documentation, including with regards to any custom and bespoke tooling in use at the customer;
    • Develop Customer Induction Packs to enable on-boarding of resources at the start of the Service and ongoing;
    • Transition open Service Items from the Incumbent;
    • Define the Skills required, build the team including recruitment of additional resources to fulfill skills requirements;
    • On-board the Team, ready for the Start of Service and Service Stabilization;
    • Customer Relationship Management
      • Build and maintain a critical friend and trusted advisor relationship with key stakeholders at the customer;
      • Ensure a good understanding of the customers’ critical business processes and any SAP related process performance and bottlenecks;
      • Apply the Leadership Principles in maintaining your relationship with those key stakeholders;
    • Contract Management
      • Ensure adherence to the contractual terms and scope;
      • Drive down (all) cost in a pro-active manner through all possible means;
      • Initiate Contract Change Control when and where required;
    • AWS Cost Management
      • Together with the AWS Financial Controller, ensure reporting of and adherence to established budgets;
      • Identify opportunities for Cost Reduction and pro-actively engage with the customer on implementing those opportunities;
      • Ensure strong governance and change control on AWS cost and cost drivers;

 

 

Key Skills:

We are deep SAP specialists and our customers expect us to be able to have a sensible conversation about SAP. As a Service Delivery Manager, you are the key interface between the Customer. 

For that to be a trusted and value-added relationship, you need to be able to have meaningful conversations with SAP Functional, Technical and Management capabilities within the customer. 

In addition to being fluent in ‘SAP Speak’, a good understanding of ITIL processes and terminologies is important, as is a level of affinity with Infrastructure Management, Data Lifecycle Management, and Solution Manager.

  • You are innovative – You are happy to challenge established patterns in the industry if they do not make sense to customers; you are able to put yourself in the shoes of your customers and observe what we do from their perspective; you keep abreast of developments and know when to introduce them to your customers;
  • Command authority naturally – You don’t need borrowed power to enlist the help of others – you just know how to do it – you are optimistic and are viewed in a favorable light and are valued by the organizations you work for;
  • Possess quick sifting abilities, knowing what to note and what to ignore – The latter is more important since there’s almost always too much data, and rarely too little; ignoring the right things is better than trying to master extraneous data;
  • Set, observe, and re-evaluate priorities frequently – You focus and prioritize by ranking what is on your plate constantly and by handling fewer actions, emails, attending fewer meetings, and generally limiting their data input;

 

 

Experiance Qualifications:

We are deep SAP specialists and our customers expect us to be able to have a sensible conversation about SAP. As a Service Delivery Manager, you are the key interface between the Customer. 

For that to be a trusted and value-added relationship, you need to be able to have meaningful conversations with SAP Functional, Technical and Management capabilities within the customer. 

In addition to being fluent in ‘SAP Speak’, a good understanding of ITIL processes and terminologies is important, as is a level of affinity with Infrastructure Management, Data Lifecycle Management, and Solution Manager.

  • You are innovative – You are happy to challenge established patterns in the industry if they do not make sense to customers; you are able to put yourself in the shoes of your customers and observe what we do from their perspective; you keep abreast of developments and know when to introduce them to your customers;
  • Command authority naturally – You don’t need borrowed power to enlist the help of others – you just know how to do it – you are optimistic and are viewed in a favorable light and are valued by the organizations you work for;
  • Possess quick sifting abilities, knowing what to note and what to ignore – The latter is more important since there’s almost always too much data, and rarely too little; ignoring the right things is better than trying to master extraneous data;
  • Set, observe, and re-evaluate priorities frequently – You focus and prioritize by ranking what is on your plate constantly and by handling fewer actions, emails, attending fewer meetings, and generally limiting their data input;

 

 

Benefits:

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