|Date Posted||February 6, 2018|
Our direct client is looking for a Senior SAP Service Delivery Manager for a Full Time Direct Hire.
Locations: Candidate can be based out of either of the 3 locations:
● Alpharetta, GA
● Chicago, IL
● Cleveland, OH
Onsite Role Monday – Friday.
The Senior SAP Service Delivery Manager is Equal to an Assistant Director level
● This is a Hands-on Role.
● Technical Role – technical understanding
● Fortune 500 company
● Great Benefit plus Pension plan
● Working on the Internal Client-side project, Inhouse on a global base.
● No Travel right now for this role.
The SAP Service Delivery Manager (SDM) plays an integral and wide-ranging role in the delivery of the services. An SDM is required for each of the business process or functional areas which form the backbone of the Internal Project solution, namely Finance, Procurement, Service Delivery / Engagement Management and Customer Relationship Management. As such, the SDM should have deep techno-functional experience in one or more of the in scope functional areas. This experience should include specific and detailed knowledge of configuration in SAP, gained through both program implementation and support, and the technical integration of SAP with other applications, including data transfer and interface management via SAP PI/PO and other middleware solutions.
The SDM will have full responsibility for the end-to-end business process chains, in the functional area for which they are accountable, which are managed and executed via the project solution and more particularly within SAP.
From a day-to-day operational support perspective, the SDM should ensure the timely and satisfactory resolution of production impacting incidents within their own functional area or where cross-functional incidents required their input. The SDM must work closely with the functionally aligned / process aligned support teams which form part of the service delivered by the AMS vendor. Similarly, they must work closely with the IT Services Portfolio Service Delivery teams, where there are incidents involving applications which are dependent or impacted by the project solution. As such, the SDM will take the lead role in the restoration of service and investigation of incidents with of critical or high priority and must ensure that specific actions are agreed and undertaken to determine the root cause and then deliver the relevant fix safely and without impact on the production environment.
As the deployment of the project continues beyond the pilot phase, the SDM will work closely with the Product Managers within and relevant representatives from the business community and the GPOs to define the road map and portfolio for their own functional or process area. The SDM will ensure that solutions proposed by the Product Managers are technically viable and do not have any adverse impact from a technical integration perspective. They must ensure that a full impact assessment is conducted and co-ordinate the solutioning and delivery by the AMS vendor where appropriate, working closely with IT Services Portfolio Service Delivery on cross-application delivery.
The SDM will work closely with the Service Manager regarding service performance for their own functional area, agreeing action plans with the AMS functional team, as required, to help prioritize incident backlog and develop demand plans for the delivery of service requests, maintenance requests and enhancement requests.