• 10 years of experience in SAP environments with leading delivery programs.
• Experience supporting and maintaining SAP S4/HANA RISE landscapes.
Overview:
- The role is a senior position in SAP service delivery. The candidate will be responsible for managing service delivery, setting priorities, and leading account delivery activities. They will act as the main point of contact between the service delivery/project team and the client, ensuring that client expectations for quality are met and that contract SLAs/SLOs are fulfilled.
- The ideal candidate should have at least 10 years of experience in SAP environments with a focus on leading delivery programs. They should also have experience supporting and maintaining SAP S4/HANA RISE landscapes.
Responsibilities:
- Manages Service Delivery, sets priorities and leads account Delivery activities.
- Delivery and escalation point of contact between service delivery/project team and client
- Maintains Client expectations for quality
- Ensures contract SLA / SLO‘s are met
- Responsible for Service quality and delivery performance
- CSM single point of contact into delivery organization
- Ensures service commitments are met
- Manages Change (operational), Problems,
- Vendor releases, Test Mgt, Knowledge Mgt.
- Ensures compliance with clients Change
- Control Process
- Leads continuous Improvement / Lean initiatives
- Leads operational governance/reporting
- Manages Service Improvement plans
- Manages Major Incidents (as needed)
- Coordinates and presents Root Cause Analysis
- Leads Account Projects / Programs