SAP Associate Service Delivery Manager

4 weeks ago

الرياض, Saudi Arabia invenioLSI Full time

**Description**:
**About invenioLSI**

**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

  • Services - Senior Account Executive

    1 week ago

    الرياض, Saudi Arabia SAP Full time

    **We help the world run better** The Senior Services Account Executive has high influence on the development and growth of new Services business and develops and maintains effective relationships with senior executives in assigned account(s). They are accountable to ensure business growth through business development activities and ensure they are delivered...

  • Enterprise Customer Success Manager

    2 days ago

    الرياض, Saudi Arabia SAP Full time

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Customer Success Manager

    1 month ago

    الرياض, Saudi Arabia SAP Full time

    **What we offer** We help the world run better. **Who you’ll become** As a part of joining the Customer Success team, you will first participate in the distinguished SAP Academy for Customer Success, a 10-month dynamic program designed to equip you with an array of skills and a robust foundation for your fruitful career. Following this enriching...

  • Saudi National Opportunity

    4 weeks ago

    الرياض, Saudi Arabia SAP Full time

    **What we offer** We help the world run better. **Who you’ll become** As a Solution Advisor within the SAP Academy for Customer Success, you will be responsible to: - Successfully complete a 10-month program that strengthens a foundation for a successful customer-facing career at SAP. - Participate in experiential learning opportunities with colleagues...

  • Sales Account Executive

    1 month ago

    الرياض, Saudi Arabia SAP Full time

    **What we offer** We help the world run better. **Who you’ll become** The Account Executive's primary responsibilities include prospecting, qualifying, selling, and closing new business to existing and net new customers. The Account Executive empowers our customers to achieve their full potential by understanding their strategy, unique business goals,...

  • Customer Success Partner Senior Advisor

    2 days ago

    الرياض, Saudi Arabia SAP Full time

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • SAP Eppm

    1 month ago

    الرياض, Saudi Arabia Cognizant Full time

    **Job Summary** Senior Consultant with skills in at least one of the following solution areas: Enterprise Portfolio and Project Management (EPPM) on SAP S/4HANA on premise **Responsibilities** Proven project and implementation/ customizing experience in Project System Portfolio and Project Management and/or Commercial Project Management in ECC or...

  • SAP Delivery Lead

    15 hours ago

    الرياض, Saudi Arabia Flow Financial & Technology - Flow Talent Full time

    The Role **Requirements**: **To be successful you will need to meet the following**: - Proven experience as an SAP Consultant or similar role, with a track record of successfully delivering projects. - Strong expertise in SAP Financials and Controlling modules including configuration, implementation, and support. - Strong analytical and problem-solving...

  • Hcm Solution Advisor Senior Specialist

    2 weeks ago

    الرياض, Saudi Arabia SAP Full time

    **Requisition ID**:406413** **Work Area**:Presales** **Expected Travel**:0 - 10%** **Career Status**:Professional** **Employment Type**:Regular Full Time** **Career Level**:T3** **Hiring Manager**:Jyoti NAIR** **Recruiter Name**:Barry Norris** **Additional Locations**: **The HCM Solution Advisor Senior Specialist** brings well-developed solution and business...

  • SAP Eppm Consultant

    1 month ago

    الرياض, Saudi Arabia Envision Employment Solutions Full time

    Envision Employment Solutions is currently looking for a SAP EPPM Consultant for one of our partners in the IT Services and Consulting field. **Requirements**: - Bachelor’s degree from any university. - from 6 to 10 years of experience. - Senior Consultant with skills in at least one of the following solution areas: Enterprise Portfolio and Project...

  • SAP Brim

    1 month ago

    الرياض, Saudi Arabia Cognizant Full time

    **Job Summary** we are looking for SAP BRIM who's Responsible for delivering projects in a fast-paced collaborative team environment. **Responsibilities** Create SAP BRIM functional designs prototyping test planning and execution training coordination and documentation of operational support procedures Advise on all aspects of SAP BRIM covering the SAP...

  • Btp Presales Senior Specialist

    2 weeks ago

    الرياض, Saudi Arabia SAP Full time

    **We help the world run better **At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • SAP Supply Chain Track Lead

    3 weeks ago

    الرياض, Saudi Arabia Müller`s Solutions Full time

    **About Müller's Solutions**: Müller's Solutions is a top-tier SAP consulting firm specializing in enhancing supply chain processes through innovative SAP solutions. We focus on delivering comprehensive and tailored strategies that drive efficiency, optimize operations, and help our clients achieve their business objectives. **Job Overview**: We are...

  • Senior Account Executive

    4 weeks ago

    الرياض, Saudi Arabia SAP Full time

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Sales Account Executive

    4 weeks ago

    الرياض, Saudi Arabia SAP Full time

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • SAP Abap

    1 month ago

    الرياض, Saudi Arabia Cognizant Full time

    **Job Summary** **Responsibilities** - Develop and optimize SAP solutions using SAP BTP SAP ABAP Workflow and SAP Fiori to meet business requirements. - Utilize ABAP OOPS and ABAP AMDP to create robust and efficient code. - Design and develop user-friendly interfaces using SAP UI5 and Core ABAP. - Collaborate with cross-functional teams to gather and...

  • Site IT Service Delivery Specialist

    1 week ago

    الرياض, Saudi Arabia HITACHI ENERGY LTD Full time

    **Description** **Your responsibilities** - Managing the Site IT team or resources in the factory or Hitachi Energy site and acting as a point of contact for IT supplier and CDC teams for IT related topics - Ensuring the Ticket Mgt, Ticket Triage and escalation and providing Infrastructure support or delivery onsite. - Maintaining governance and security...

  • SAP Brim Consultant

    1 month ago

    الرياض, Saudi Arabia Envision Employment Solutions Full time

    Envision Employment Solutions is currently looking for a SAP BRIM Consultant for one of our partners in the IT Services and Consulting field. **Responsibilities**: - Responsible for delivering projects in a fast-paced, collaborative team environment. - Create SAP BRIM functional designs, prototyping test planning and execution, training coordination, and...

  • SAP Abap

    1 month ago

    الرياض, Saudi Arabia Cognizant Full time

    **Job Summary** **Responsibilities** - Develop and optimize SAP solutions using SAP BTP SAP ABAP Workflow and SAP Fiori to meet business requirements. - Utilize ABAP OOPS and ABAP AMDP to create robust and efficient code. - Design and develop user-friendly interfaces using SAP UI5 and Core ABAP. - Collaborate with cross-functional teams to gather and...

  • SAP HR Track Lead

    3 weeks ago

    الرياض, Saudi Arabia Müller`s Solutions Full time

    **About Müller's Solutions**: Müller's Solutions is a leading provider of SAP consulting services, dedicated to transforming and optimizing HR processes through innovative SAP solutions. Our team of experienced professionals works closely with clients to create tailored HR strategies that enhance efficiency and drive business success. **Job Overview**: We...