SERVICE DELIVERY MANAGER - AMERICAS

HCL

Full Time

Experience: 1 - 7 Years

Location: (GUANAJUATO - 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: