• Deliver SLAs throughout contract lifecycle.
• SAP SDM is required to own and deliver SAP SLAs within approved budget/headcount.
• Communicate effectively with clients regarding SAP Service Delivery status
• Use SAP experience to develop accurate work estimates for Change Requests.
• Ensure that client satisfaction targets are achieved.
• Lead the service delivery team, drive desired professional behaviors, and motivate the team to the highest levels of performance and ensure that team resources have the best conditions to perform successfully.
• Exercise required controls and propose improvements as required, including quality plans, issues and action logs, risk management plans for all aspects of service delivery.
• Ensure business and assignment risks are identified, monitored, and managed to achieve minimal disruption to the project delivery and success.
• Very good knowledge of ITIL.
• Deep understanding of SLAs for Level 1, Level 2 and Level 3 helpdesk
• Above average skills in MS Excel.
• Good at preparation and analysis of reports related to incidents and service requests.
• Good at escalation management.
• Experience with ITSM tools like ServiceNow, Remedy
• Good understanding of SAP Solman
• Good understanding of SAP OSS Customer Management
• Prior experience of directly managing overseas customers on Service Delivery.
• Prior experience of managing a team of 10 plus people.
• Should open to Work in US Shift timing
• 10+ yrs of experience needed
• Experience of managing global/multi-geo SAP AMS projects
• Prior hands-on experience of at least one core SAP modules like SD, MM or FICO.
• AMS Delivery Manager / project management experience.
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