SAP Service Delivery Manager

Role Location

Qatar and Riyadh

Key Role

Service Delivery Manager

Technical/ Functional Skills

  • Responsible for planning, tracking and reporting on the contracts assigned
  • Ensure all contract related documentation is created and maintained as per organizational Service Delivery Management standards
  • Understand organizational Quality Management Standards and ensure adhere from a contract perspective
  • Communicate contract status reports to key clients, stakeholders and management including cost vs. budget, variances, contract risks, etc.
  • Closely monitor contract costs and ensure delivery is within budget. Determine and highlight any budget related risks promptly
  • Adhere to the communication process that incorporates issue tracking, escalation and resolution
  • Manage client relationships and ensure all client feedback is formally captured and reported to management
  • Ensure that client requirement is understood appropriately by internal delivery teams and manage timely closure of all deliverables
  • Responsible for 1st level client escalation handling, resolution and documentation
  • Responsible to deliver a high level of customer satisfaction (C-SAT) throughout the contract journey
  • Work with the Finance team to ensure timely and appropriate client billing

People Management 

  • Manager utilization of all resources assigned to the contract
  • Ensure the contract is appropriately staffed by raising timely resource requests
  • Conduct interviews, on need basis, to on-board required internal and external resources for the contract
  • Coach and mentor resources assigned to the contract
  • Ensure all resources are appropriately trained/skilled to deliver the contract objectives effectively
  • Create an effective Knowledge Transfer framework to ensure seamless handovers and onboarding of new resources
  • Maintain all essential documentation required for effective knowledge transfer and handovers
  • Responsible for Performance Management of resources assigned to the contract goal/ KRA setting, ongoing performance reviews and documentation, conducting appraisals, assigning performance ratings
  • Responsible to all matters relating to pastoral care, i.e. holidays, sickness, etc

Service Contract Management

  • Be the face of Invenio to the client in all matters, and respond professionally and promptly
  • Delivery of the support service to the contracted service level and targets
  • Delivery of small change Change Requests within contracted delivery timelines and standards 
  • Delivery of all contracted ITIL disciplines within the defined standards and targets
  • Provision of a fully staffed team sufficient to meet the support demands of the client
  • Management of the team to also respond to peak periods within the client business model
  • Be the point of contact for all Service queries and escalations relating to the client, alongside timely responses
  • Timely communication, both internal and external, of any threats or failures within the service provision
  • Management and delivery of all expected customer communications and reports, to the required standard and on time
  • Chairing the regular Service meetings with the customer stakeholders ensuring that all required areas are represented fully, and with trending and improvement analysis applied

Accountabilities of the Service Delivery Manager include 

  • Accountable for Performance Management of all resources assigned to the contract
  • Demonstration of a high standard of Customer/Client focus that results in a high C- SAT score for the contract
  • Creation and maintenance all Service/Knowledge documentation as per organisational and customer standards
  • Successful closure of all audits – Internal and/or external, as per contract requirement
  • Ensure appropriate staffing is always maintained in the contract
  • Manage relationships with internal and external customers and stakeholders
  • Effective management of contract budget by managing billing and expenditure in collaboration with the finance team
  • Delivery of the AMS contract to requested Service Levels and Targets
  • Management of the AMS team in sympathy with any geographical or customer specific policies or procedures, i.e. conforming to GDPR rules and guidelines
  • Management of the AMS contract to the avoidance of any financial penalties
  • Delivering a successful engagement within the boundaries of the customer contract
  • Creation & Management of a program of continuous Service Delivery improvement regardless of the SLA performance
  • Understanding what the client really wants, not just what is written in the contract Accountable for understanding the clients business, how it operates, it challenges, and its future plans

Skills & Expertise

Functional experience & skills/knowledge required for the role include:

  • Proficient in MS Office, MS Project, MS Visio and other communication tools.
  • ITIL Foundation accreditation preferred, or Experience of ITIL Service processes (Incident, Major Incident, Change & Problem preferred)
  • Experience of making Service decisions based on customer impact
  • Experience of making measured Service decisions in the “heat of the moment”
  • Experience of managing the transition of solutions from development into production
  • Experience of managing an offshore & onshore mutli-cultural team
  • Familiar with project delivery lifecycle and experience of delivering projects using this lifecycle
  • Familiar with the deliverables within a Managed Service Operating Model
  • Familiar with testing cycles and documentation
  • Strong process management and control skills
  • Excellent communication and interpersonal skills
  • Strong customer service awareness focus
  • Makes customer-oriented decisions
  • Remains visible to customers, as the point of reference for Invenio, and to listen to risks and mitigate these as required
  • Works collaboratively with a range of people to support the wider business and customers service delivery agenda
  • Always remains focused on the most critical / impactful task to hand using all resources efficiently and effectively
  • Some experience of working in large organisations
  • Experience of managing governance/assurance activities
  • Matrix management and project performance reporting involving multi-sourced and multi-disciplined service providers

Behavioural Skills/Competencies desired for the role include:

  • Emotional Intelligence
  • Operational Communication
  • Inspiring Others
  • Accountability (self, team & client)
  • Managing Operational Uncertainty
  • Driving Execution
  • Building Service Delivery Talent
  • Customer Focus
  • Building Customer Trust
  • Strategic Planning
  • Learning Agility
  • The same sense of ownership and passion for the business as the client

Soft Skills Required

  • Good communication and inter personal skills
  • Candidates should be independent thinkers, thought leaders, good presentation and communication skills and great at solving problems

Qualifications

  • Graduate/ Post Graduate, or
  • 10+ years working in a Service Delivery management role
  • ITIL qualified (minimum ITIL foundation preferred)

Languages Required

English & Arabic

Experience Required

10+ Years

To apply, please send us an email direct to talent.hr@invenio-solutions.com

Please attach your latest CV. Accepted formats: PDF, DOC or DOCX.

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