Envision Employment Solutions is currently looking for a
Service Delivery Manager - Applications Support for one of our partners, a global leader in the chemical industry field.
Job Summary:
The IT Service Delivery Manager - Applications Support oversees and enhances support services for various critical applications. They manage teams dedicated to SAP S/4 HANA and non-SAP support analysts responsible for SAP FICO, MM, SD-OTC, BASIS, logical access, EKA, Sphera and integration functions. Their responsibilities span enterprise applications, data, automation, and manufacturing apps. With a focus on ensuring seamless IT service delivery and meeting SLAs, they play a pivotal role in boosting operational efficiency and supporting business operations effectively, thereby delivering exceptional business support.
Responsibilities:
- 1. Incident and Service Restoration Management
- Ensure timely resolution of incidents and restoration of services at L2-L3 levels
- Diagnose and promptly resolve issues/incidents, communicating solutions to end-users
- Act as the day-to-day support interface between end-users and Service Providers
- Escalate tickets to SAP and non-SAP as necessary and follow up until resolution is received from vendors (L4 in SAP, EKA, Sphera)
- 2. Problem Identification and Resolution
- Pinpoint application problems and address them by tackling root causes
- Maintain a well-managed queue of problems, including triage and implemented solutions
- Release Management: Manage the Basis Analysts responsible for SAP system administration, release management, maintenance, performance tuning, and upgrades
- 3. Team and Resource Management
- Oversee Basis Analysts responsible for SAP system administration, release management, maintenance, and upgrades
- Functional Module Leadership (WRICEFS): Provide strategic direction to a team of analysts specializing in SAP functional modules including FICO, MM, SD, PP, EPPM, ensuring efficient module operations, enhancements, and integrations
- Provide strategic guidance to a team of analysts specializing in SAP functional modules (FICO, MM, SD-OTC, SF-Concur), ensuring efficient module operations, enhancements, and integrations
- Manage support and maintenance for integrations within the scope of both SAP and non-SAP applications
- Supervise logical access management to ensure compliance with security policies, role-based access control, and user provisioning
- Master Data Management (MDM): Lead MDM initiatives, ensuring data quality, consistency, and accuracy across SAP modules and related systems
- Logical Access Control: Oversee logical access management, ensuring compliance with security policies, role-based access control, and user provisioning
- 4. Governance and Policy Implementation
- Work collaboratively with cross-functional teams to establish and enforce IT governance standards, policies, and best practices concerning SAP and non-SAP systems
- Develop and implement comprehensive policies and procedures for SAP operations, ensuring adherence to industry best practices and organizational standards
- 5. Performance Management and Improvement
- Define, track, and manage key performance indicators for the SAP CoE and functional modules, ensuring alignment with business objectives and driving continuous improvement
- Provide guidance, mentorship, and performance management to a diverse team of SAP analysts, fostering a collaborative and results-oriented work environment
- Key Performance Indicators (KPIs): Define, track, and manage key performance indicators for the SAP CoE and functional modules, ensuring alignment with business goals and continuous improvement
- Continuous Improvement: Identify opportunities for process optimization, automation, and enhancement of SAP functionalities to drive efficiency and effectiveness.
- 6. Stakeholder Collaboration and Solution Delivery
- Collaborate closely with business stakeholders to understand requirements, align SAP and non-SAP strategies with business goals, and deliver effective solutions.
- Identify opportunities for process optimization, automation, and enhancement of SAP and non-SAP functionalities to improve efficiency and effectiveness
- 7. Cloud Integration and Optimization
- Utilize cloud experience to drive cloud integration and optimization initiatives within the SAP and non-SAP landscape
Requirements
- Bachelor's degree in computer science, Information Technology, or related field
- 12+ years of experience in IT service delivery management, with a focus on application support
- 8+ years of experience managing SAP S/4 HANA support and enterprise applications support
- Certifications such as ITIL Foundation, SAP Certified Application Associate, or relevant vendor certifications is a must
- Skills:
- Leadership and team management
- Technical expertise in SAP S/4 HANA and enterprise applications
- Incident management and problem-solving
- Data analysis and reporting
- ITIL framework and best practices
- Problem-solving and decision-making
- Excellent oral and written communication and stakeholder management
- Automation and process improvement
