What are the responsibilities and job description for the SAP Service Delivery Manager position at Lorven Technologies Inc.?
Hi Professional,
Our client is looking SAP Service Delivery Manager project in Northville, MI / Skokie, IL below is the detailed requirements.
Job Title: SAP Service Delivery Manager
Location: Northville, MI / Skokie, IL
Duration: Full Time
Description:
- Bachelors or relevant degree with 10 Year of experience in the Information technology.
- Must have atleast 15 years of SAP experience which must at least 7 years as SAP Service Delivery Manager and / or SAP Program Manager
- Must have strong hands-on experience in SAP FICO or SAP Logistics (MM/LE/WM) and good overall understanding of cross module integration and SAP Technical aspects (ABAP, UI5/Fiori, Basis and Integration)
- Must have led two large managed services program with strong fundamentals on ITIL best practices for Incident Management, Service Request Management, Problem management, Manor Incident Management, RCA processes, Change & Release Management and proven record on value addition to customer. Must have implemented automation or simplification tents using AI in managed services or SAP projects
- Must be a SAP Service Delivery Management and also expects to be the face of Wipro for any SAP projects in terms of providing Governance and monitoring project health
- Must lead innovation, automation and AI infusion to simplify and automate the processes using latest SAP technologies - Gen AI & Joule. Be aware of AI offering.
- Coordinate with offshore team in terms of handling managed services function to comply with SLAs & KPIs and track customer sensitive aspects like ageing of tickets, resolving P1 & P2 within SLAs, Submission of RCAs and corrective actions on time, commitment tracker with high say - do ratio, ticket monitoring and analysis for improving productivity, left shift, development of chat-bots for self-help, improve FCR, timely resolution of customer sensitive issues etc
- Excellent stakeholder management, communication, and leadership skills.
- AI Infusion:Drive delivery excellence through WeGA and Wings framework adoption, with a strong focus on AI infusion to improve productivity and deliver greater customer value.
- Deep capability in resource management, competency planning, and workforce development. Mentor and lead his next in line for project monitoring and control. Perform skill assessment and take interventions to address skill and competency gaps continually. Build and sustain a future-ready talent pipeline aligned with practice demand in collaboration with competency teams.
- Act as the primary escalation point for delivery challenges, ensuring proactive risk identification and mitigation.
- Help in infusion of NGAs and promote associates to n 1 level continually and to projects and manage key talent and SMEs for knowledge retention and foster culture to learn, train and adopt SAP AI, develop use cases for AI and automation and proactively showcase team’s prowess on AI and innovation
- Ensure efficient and timely resource fulfilment in collaboration with TSC, TA, and account teams, balancing margin, quality, and risk while minimizing escalations and revenue loss.
- Lead cost optimization initiatives across delivery and operations.