Service Delivery Manager
Zensar Technologies Inc. - Syracuse, NY

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We are looking for Service Delivery Manager - SAP with the below required skills The Service Delivery Manger will ensure that relevant IS processes (including incident management, problem management, change management, release management etc) that support the efficient and effective delivery of the USFP services are reviewed and will lead and set direction for the delivery of the processes and the application of best practice and standards that will result in stable, well managed, highly available systems. The delivery of an effective support team comprising representation from Client IS, supporting agents (IS Eco-system Partners) and third parties. Takes responsibility for operational delivery from allocated suppliers within the Service Delivery ecosystem, including frameworks for service standards and operational agreements. Within scope of control, manages costs, resources and benefits to ensure that maximum added value is achieved at minimum cost.

Defines appropriate service levels for Service Delivery partners. Defines monitoring standards and reporting methodology. Gives leadership to staff to enable effective service delivery. This includes those within direct management line and matrix team within Client and partners.

Acts as a point of contact between Client and ecosystem partners, ensuring that Client deals with partners within the terms and conditions of the contract, and that all communications between partners and Client take place effectively, efficiently and in a timely manner. Leads regular review meetings with suppliers and meets customer representatives regularly to monitor progress against issues and to ensure that an agreed level of service is maintained. Sets targets, and ensures that service performance is monitored and maintained as defined within the agreed service level agreements, service level parameters or contracts. Ensures that detailed metrics and records are kept and that appropriate action is initiated to maintain service levels.

Identifies and implements new service performance metrics. The setting of direction for the application of best practice and standards that will support the delivery of stable, well managed, highly available systems. Ensure that the change management process is robust to provide effective control around the implementation of all system changes (ongoing support and project driven) to deliver a consistent and stable service. Knowledge - The Client systems design and the underpinning applications, database and infrastructure in order to understand how technical components fit together in the complex Client’s SAP centric architecture - The business impact of any service failure and incidents in order to prioritise areas of focus for service improvements - The IS partner eco-system and the roles and responsibilities of each party across all stakeholders - ITIL processes and how they have been implemented across Client’s IS Service Delivery to ensure they are most effectively utilised to provide the optimum service against agreed business requirements Experience Technical Skills - Analysing and conveying complex issues and their interactions across multiple teams and partner organisations - Managing teams within support organisations and ability to promote team work across separate teams - Effectively planning and managing activities across multiple communities whilst under time pressure with an aptitude for driving issues through to resolution - Must be able to work independently.

  • Experience is process designprocess improvementprocess implementation - Ability to influence, manage and lead negotiations with internal and external stakeholders - Experience and working knowledge of ITIL processes - Strong supplier and comitial management skills - Strong relationship management skills - Experience with operationally and business critical systems. - Must be willing to work with an on call support team covering 24 hours by 7 days systems. - Experience is process designprocess improvementprocess implementation - Commitment to customer service excellence. - Excellent communication and listening skills.
Regards Shekhar Chitrada Zensar Technologies Inc, Service Delivery Manager - SAP Required

About this company
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Zensar Technologies is a global information technology services and business process outsourcer headquartered in Pune, India. It is a...