Service Delivery Manager

**Responsibilities**:

- Service Design, Implementation & Testing
- Service Take-On
- Service Stabilization or Hyper Care
- Operational Service Management
- Customer Relationship Management
- Contract Management
- AWS Cost Management
- Service Level Management
- Service Escalation Management
- Service Automation
- Service Improvement
- DevOps Deployment
- Develop and manage the execution of meaningful Operational Readiness Tests;
- Develop comprehensive Service Delivery reports with a keen eye on what it is that makes this service special for the customer;
- Service Take-On
- Obtain existing Technical Design and Service Documentation, including with regards to any custom and bespoke tooling in use at the customer;
- Service Stabilization or Hyper Care
- Define criteria as a quality gate for transitioning from Project into Stabilization or Hyper Care support;
- Run Daily and Weekly Stabilization Sessions, ensuring Critical Items are identified and resolved;
- Define criteria as a quality gate for transitioning from Stabilization into BaU support;
- Manage to achieve compliance with the Stable State criteria as fast as reasonably feasible;
- Operational Service Management
- Task and Issue Manage your assigned Service Delivery Team;
- Build an excellent, open, and supportive Team Spirit;
- Customer Relationship Management
- Build and maintain a critical friend and trusted advisor relationship with key stakeholders at the customer;
- Ensure a good understanding of the customers’ critical business processes and any SAP related process performance and bottlenecks;
- Contract Management
- Ensure adherence to the contractual terms and scope;
- Drive down (all) cost in a pro-active manner through all possible means;
- Initiate Contract Change Control when and where required;
- AWS Cost Management
- Together with the AWS Financial Controller, ensure reporting of and adherence to established budgets;
- Identify opportunities for Cost Reduction and pro-actively engage with the customer on implementing those opportunities;
- Ensure strong governance and change control on AWS cost and cost drivers;
- Service Level Management
- Ensure Service Levels reflect what is important to the customer; propose and implement additional service levels if that is required to drive value to the customer;
- Ensure adherence to Service Levels; identify and implement areas for improvement;
- Service Escalation Management
- Act as Escalation Manager in the resolution of P1’s and P2’s;
- Write and ensure delivery of Major Incident Reports;
- Service Automation
- Develop and Project Manage the Customer Service Automation Plan;
- Ensure consistent cost reduction through automation;
- Ensure Service Automation Tools are optimized for efficiency;
- Service Improvement
- Develop and Project Manage the Customer Service Improvement Plan;
- DevOps Deployment
- Develop and Project Manage deployment of DevOps for the Customer

**Qualifications**:
In addition to being fluent in ‘SAP Speak’, a good understanding of ITIL processes and terminologies is important, as is a level of affinity with Infrastructure Management, Data Lifecycle Management, and Solution Manager.
- You are innovative - You are happy to challenge established patterns in the industry if they do not make sense to customers; you are able to put yourself in the shoes of your customers and observe what we do from their perspective; you keep abreast of developments and know when to introduce them to your customers;
- Command authority naturally - You don’t need borrowed power to enlist the help of others - you just know how to do it - you are optimistic and are viewed in a favorable light and are valued by the organizations you work for;
- Possess quick sifting abilities, knowing what to note and what to ignore - The latter is more important since there’s almost always too much data, and rarely too little; ignoring the right things is better than trying to master extraneous data;
- Ask good questions and listen to stakeholders - Great project managers don’t just go through the motions; they care about communication and the opinions of the parties involved and they are sufficiently self-aware to know how their communication is received by those stakeholders;
- Do not use information as a weapon or a means of control - You communicate clearly, completely, and concisely, all the while giving others real information without fear of what they’ll do with it.
- Exercise independent and fair consensus-building skills when conflict arises - But you embrace only as much conflict as is absolutely necessary, neither avoiding nor seeking grounds for control of a particular project segment;
- Look forward to going to work - You believe that service delivery management is an exciting challenge that’s critical to our success: you view service delivery management as a career and not a job, and you treat it so by seeking areas for change, improvement, and additional training and education