SAP Associate Service Delivery Manager, invenioLSI, Riyadh, KSA

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Description

About invenioLSI

The largest independent global SAP solutions provider serving the public sector as well as offering specialist skills in media and entertainment. We bring deep expertise combined with advanced technologies to enable organizations to modernize so they can run at the speed of today’s business. We know how to navigate the extraordinary complexities of international businesses and public sector organizations, working with stakeholders to drive change and create agile organizations of tomorrow using the technologies of today. Learn more at www.invenioLSI.com.
Associate Service Delivery Manager
 
Technical/Functional Skills
 

    Responsible for planning, tracking and reporting on the contracts assigned
    Ensure all contract related documentation is created and maintained as per organizational Service Delivery Management standards
    Understand organizational Quality Management Standards and ensure adhere from a contract perspective
    Communicate contract status reports to key clients, stakeholders and management including cost vs. budget, variances, contract risks, etc.
    Closely monitor contract costs and ensure delivery is within budget. Determine and highlight any budget related risks promptly
    Adhere to the communication process that incorporates issue tracking, escalation and resolution
    Manage client relationships and ensure all client feedback is formally captured and reported to management
    Ensure that client requirement is understood appropriately by internal delivery teams and manage timely closure of all deliverables
    Responsible for 1st level client escalation handling, resolution and documentation
    Responsible to deliver a high level of customer satisfaction (C-SAT) throughout the contract journey
    Work with the Finance team to ensure timely and appropriate client billing
    Experience Required 8 to 10 Yrs

  Accountabilities of the Service Delivery Manager/Sr. Service Delivery Manager:

    Accountable for Performance Management of all resources assigned to the contract
    Demonstration of a high standard of Customer/Client focus those results on a high C- SAT score for the contract
    Being on top of major incidents and triaging  
    Manage change requests and support any ongoing projects by customer
    Creation and maintenance all Service/Knowledge documentation as per organizational and customer standards
    Successful closure of all audits – Internal and/or external, as per contract requirement
    Ensure appropriate staffing is always maintained in the contract
    Manage relationships with internal and external customers and stakeholders
    Effective management of contract budget by managing billing and expenditure in collaboration with the finance team
    Delivery of the AMS contract to requested Service Levels and Targets
    Management of the AMS team in sympathy with any geographical or customer specific policies or procedures, i.e. conforming to GDPR rules and guidelines
    Management of the AMS contract to the avoidance of any financial penalties
    Delivering a successful engagement within the boundaries of the customer contract
    Creation & Management of a program of continuous Service Delivery improvement regardless of the SLA performance
    Understanding what the client really wants, not just what is written in the contract
    Accountable for understanding the client's business, how it operates, it challenges, and its future plans

 People Management

    Manager utilization of all resources assigned to the contract
    Ensure the contract is appropriately staffed by raising timely resource requests
    Conduct interviews, on need basis, to on-board required internal and external resources for the contract
    Coach and mentor resources assigned to the contract
    Ensure all resources are appropriately trained/skilled to deliver the contract objectives effectively
    Create an effective Knowledge Transfer framework to ensure seamless handovers and onboarding of new resources
    Maintain all essential documentation required for effective knowledge transfer and handovers
    Responsible for Performance Management of resources assigned to the contract goal/ KRA setting, ongoing performance reviews and documentation, conducting appraisals, assigning performance ratings
    Responsible to all matters relating to pastoral care, i.e. holidays, sickness, etc

Service Contract Management

    Be the face of Invenio to the client in all matters, and respond professionally and promptly
    Delivery of the support service to the contracted service level and targets
    Delivery of small Change Requests within contracted delivery timelines and standards
    Delivery of all contracted ITIL disciplines within the defined standards and targets
    Provision of a fully staffed team sufficient to meet the support demands of the client
    Management of the team to also respond to peak periods within the client business model
    Be the point of contact for all Service queries and escalations relating to the client, alongside timely responses
    Timely communication, both internal and external, of any threats or failures within the service provision
    Management and delivery of all expected customer communications and reports, to the required standard and on time
    Chairing the regular Service meetings with the customer stakeholders ensuring that all required areas are represented fully, and with trending and improvement analysis applied

Functional experience & skills/knowledge required

    Proficient in MS Office, MS Project, MS Visio and other communication tools.
    ITIL Foundation accreditation preferred, or
    Experience of ITIL Service processes (Incident, Major Incident, Change & Problem preferred)
    Experience of making Service decisions based on customer impact
    Experience of making measured Service decisions in the “heat of the moment”
    Experience of managing the transition of solutions from development into production
    Experience of managing an offshore & onshore mutli-cultural team
    Familiar with project delivery lifecycle and experience of delivering projects using this lifecycle
    Familiar with the deliverables within a Managed Service Operating Model
    Familiar with testing cycles and documentation
    Strong process management and control skills
    Excellent communication and interpersonal skills
    Strong customer service awareness focus
    Makes customer-oriented decisions
    Remains visible to customers, as the point of reference for Invenio, and to listen to risks and mitigate these as required
    Works collaboratively with a range of people to support the wider business and customers service delivery agenda
    Always remains focused on the most critical / impactful task to hand using all resources efficiently and effectively
    Some experience of working in large organisations
    Experience of managing governance/assurance activities
    Matrix management and project performance reporting involving multi-sourced and multi-disciplined service providers  

Behavioural Skills/Competencies:

    Emotional Intelligence
    Operational Communication
    Inspiring Others
    Accountability (self, team & client)
    Managing Operational Uncertainty
    Driving Execution
    Building Service Delivery Talent
    Customer Focus
    Building Customer Trust
    Strategic Planning
    Learning Agility
    The same sense of ownership and passion for the business as the client   

Qualifications

    Graduate/ Post Graduate, or
    8+ years working in a Service Delivery management role
    ITIL qualified (minimum ITIL foundation preferred)

Languages Required

    English
    Arabic  
     

Location

    Riyadh – Onsite at Customer Location (Saudi Arabia)
    Flexible to travel to invenioLSI’s delivery locations during customer visit (India)

invenioLSI is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. invenioLSI’s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.

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