SAP Service Delivery Manager

HCLTech is looking for a highly talented and self-motivated SAP Service Delivery Manager to join in in advancing the technological world through innovation and creativity.

Job Title: SAP Service Delivery Manager

Job ID: 63587

Position Type: Full-time

Location: Philadelphia, PA

Role/Responsibilities:

• Responsible for managing the end-to-end delivery of SAP Application services to meet the needs of the business.
• This includes ensuring service level agreements (SLAs) are met, monitoring service performance, and implementing service improvement initiatives.
• Team Leadership: You would lead a team of IT professionals responsible for service delivery. This involves providing guidance, support, and mentorship to team members, managing workload and resources, and fostering a collaborative and high-performing team culture.
• Relationship Management: Building and maintaining strong relationships with stakeholders, including business leaders, clients, and other IT teams, is crucial. You would collaborate closely with these stakeholders to understand their requirements, address their concerns, and ensure service alignment with business goals.
• Incident and Problem Management: You would oversee the incident and problem management processes to ensure timely resolution of issues impacting IT infrastructure services. This includes coordinating with support teams, conducting root cause analysis, and implementing preventive measures.
• Change and Release Management: You would be responsible for overseeing change and release management processes to minimize disruptions and ensure smooth deployment of IT infrastructure changes. This involves assessing the impact of changes, coordinating with various teams, and managing communication and documentation.
• Service Improvement: Continuously identifying opportunities for service improvement is essential. You would analyze service performance metrics, gather feedback from stakeholders, and drive initiatives to enhance service quality, efficiency, and customer satisfaction.
• Vendor Management: If your organization relies on external vendors for IT infrastructure services, you may be responsible for managing vendor relationships. This includes contract negotiations, performance monitoring, and ensuring compliance with service level agreements.
• Risk and Compliance: Maintaining a secure and compliant IT infrastructure is crucial. You would work closely with security and compliance teams to identify and mitigate risks, adhere to regulatory requirements, and implement appropriate controls.
• Achievement of SLAs / KPIs for programs - All green status – Aiming for Zero defect delivery.
• Any misses to have a formal RCA based fix or a formal SIP initiative associated productivity and Service Excellence:
• Devise & implement continuous improvement initiatives aimed at achieving key objectives - published and documented for outcome / benefits.
• Ensure account maintains 100% compliance to service & security management processes defined.
• 100% adherence & implementation to QMS processes defined by organization in accounts.
• Zero Major NC in Internal and External Audit
• Share at-least one Best practices within account to SEPG team for taking it across the organization as applicable.
• Value based delivery:
• Identify and execute initiatives classified as Value for customer.
• Demonstrate to customer on the Value delivered to customer through these initiatives.

Qualifications:

• S/4 Hana
• Be able to complete adherence & implementation to QMS processes defined by organization in accounts.
• Identify and execute initiatives classified as Value for customer.
• Must be able to demonstrate to customer on the Value delivered to customer through these initiatives.
• 10 years in SAP Service Delivery Manager, with strong SAP HANA expertise in ASM Engagements.
• Experience in AMS, outsourcing, and well versed with ASM reporting like Metrics and KPI
• ITIL certified; strong leadership, communication, and customer management skills.
• Proven ability to work in global, virtual teams and drive customer success.

Pay and Benefits:

Pay Range Minimum: $170,000 per year

Pay Range Maximum: $ 200,000 per year

HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits:

A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.