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:
As a key member of the service delivery team you will be responsible to oversee and optimize COMPANY core processes across the regions. You will establish a service process and procedures to ensure quick and efficient delivery of services to the COMPANY clients.
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:
Customer Adoption and Success.
Finance Strategy.
Order to Cash Processing.
Ability to perform under pressure.
Ability to establish strong client relationship.
Ability to handle disputes.
Ability to manage multiple stakeholders.
Ability to meet deadlines.
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 stakeholders.
Able to understand and interpret the data reported on.
Strong knowledge of Microsoft Excel, Power Point 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, Change Management, Release Management, Request Management. Ideally, ITIL foundation certified.