Strategic Service Delivery Expert

Delivering Excellence in Service Management

• You will be assigned as a Senior Service Delivery Manager (SDM) to lead an Application Managed Services (AMS) team in rendering support services to clients. In this role, you are expected to ensure that service delivery and service support processes are on track for the consistent delivery of high-quality client services in an effective and cost-efficient manner.
• To take accountability for service delivery performance, meeting customer expectations, and driving future demand.
• To oversee SLA Governance and Status Reporting.
• To take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• To ensure systems, procedures, and methodologies are in place to support exceptional service delivery.
• To identify customer issues and needs by maintaining excellent relationships with end-users and stakeholders.
• To recommend methods of improvement and implement actions for service delivery upgrades.
• To mentor and guide team members in helping them attain expected standards of excellence.
• To ensure team maintains documentations according to firm standards, best practices, and standard operating procedures.
• To ensure team fully comply with and adhere to all the standard AMS process & procedures that are developed, and client's IT policies that apply.
• To provide accurate and regular reports to clients and management on performance of the service delivery.

Key Responsibilities:

1. Manage cross-functional teams and build relationships across diverse networks to drive engagement success, service quality, and client satisfaction.
2. Lead and manage multiple engagements. Experienced in managing engagement economics, knowledgeable in managing engagement and portfolio risk.
3. Drive C-suite level conversations.
4. Experience in leading and managing sales pursuits, crafting pursuit documents, conduct pursuit presentations to external clients.
5. Good business and commercial acumen.
6. Act as a role model, guide, and mentor to the team.
7. Provide SME advice on functional SAP or Oracle areas.
8. Strong English communication skills (spoken & written). Additional language skills are a plus.

Benefits:

• Opportunity to work with diverse and talented project team members to solve problems, improve performance, and generate value for clients across all industries.
• Chance to uphold the firm's standards and ethos in working with fellow team members and in interactions with clients.
• Ability to lead and/or coach Analyst, Consultant, and Senior Consultant level members.
• Tasked to mentor potential Manager candidates on Service Delivery Management and/or Project Management knowledge.
• Lead and/or support business development efforts by contributing directly to the preparation, development of proposals, presentations, and publications.

About Us:

We believe in empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as make an impact that matters to our clients, people, and the communities.

Required Skills and Qualifications:

• Demonstrate a strong commitment to personal learning and development.
• Understand how our daily work contributes to the priorities of the team and business.
• Understand the set expectations and demonstrate accountability in keeping personal performance on track.
• Actively focus on developing effective communications and relationship-building skills with stakeholders, clients, and team.
• Demonstrate an appreciation for working with others.
• Understand what is fundamental to our success as a business.
• Demonstrate integrity and an awareness of strengths, differences, and personal impact.
• Develop their understanding of our organization and offer a fresh perspective.
• At least years of relevant experience in a management position (e.g., Project Manager or Program Manager) managing full-cycle SAP project implementations; and/or in a management position managing a commercial client-service application support or operations team (e.g. Service Delivery Manager or Operations Manager).
• Extensive understanding of traditional waterfall and Agile project delivery methodologies, and/or service delivery management lifecycle processes. Having ITIL, PMP, PRINCE2, or Agile certification is an added advantage.