Service Support Delivery Coordinator/Lead

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Our client is seeking an SAP Service Delivery Lead. This role is for the support of SAP SCM and or Finance in North America and the person will be responsible for the delivery of SAP Application Management Support (Minor Evolution like small projects/demands), application support both for SAP and non-SAP, change management, also make sure SLA’s are met. The person we are looking for needs to have a good understanding of Supply Chain and Finance in general, no need for hands-on (if so, it will be an asset), have project management experience and worked on many implementations. Having ITIL Foundation and PMP certification is a big plus.

 

MUST HAVE: The person we are looking for will have a good IT understanding of Supply Chain and/or Finance in general. This person will have to deal with vendors so experience with AMS (Application Management Support) is key, strong problem-solving skills, and knowledge of ITSM tools (Service Now). Having worked with SAP Supply Chain is a strong asset. This is not a hands-on position, more of a team leader who will make sure that services are provided adequately.

 

Responsibilities:

• Define and manage the RUN service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence

• Work closely with the support team to ensure timely resolution of tickets and underpinning issues are identified and resolved

• Maintain high-performance levels for service-related processes, and implement improvement activities wherever necessary

• Act as an escalation point and take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

• Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery

• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

• Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs

• Ensure that standardized methods, processes, and procedures are used for the efficient and prompt handling of all changes

• Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process

• Focus on Knowledge Management to ensure proper documentation, availability and sharing of knowledge

• Establish governance process to review SLA’s, KPI’s, vendor performance and quality of service

• Supervise external vendors that manage support/maintenance including severity 1 production issues

• Build strong relationships with the BRMs and key stakeholders to identify customer issues and needs

• Lead and manage the external AMS teams

• Advocate for the RUN team

 

Technical Skills:

• Technology background – Computer Science and IT experience

• Skilled with Service Now

• Excellent project management, organization, analysis and problem–solving skills

• Experience working with AMS providers

• ITIL V4 foundation certified

• PMP from PMI

 

Skills:

• Proficiency in leading both physical and virtual teams

• Innovator with quick absorption of new technologies; strong understanding of technology solutions

• Strong interpersonal skills with ability to work as a member of cross-functional teams

• Experience in dealing with third-party-provided services

• Operational ability in a diverse, large-scale environment

• Exceptional customer-facing skills

• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

• Mastery of ITIL (Information Technology Infrastructure Library) principles

• Expertise in people management and leadership

• Strong organizational skills

• Capacity to train and guide junior team members

• Ability to manage and prioritize tasks efficiently

• Solid resource planning and problem-solving skills

• A curious learner who takes initiative and things outside the box

• An entrepreneur who identifies new opportunities