Senior Service Delivery Manager

**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


**Snr. Service Delivery Manager**

This role will report to the AMS Head of Delivery and be responsible for effectively managing support services for a large enterprise account. This position will act as a single point of contact to the customer and team, and working at the customer office, will provide a consistently high level of service delivery on all customer projects and initiatives from a delivery management angle.

**Qualifications**
- Graduate in Engineering, Sciences, or Business
- Post graduate in Management preferred
- ITIL Certification strongly preferred

**Work experience**
- Experience of 12 years or above in IT consulting or services
- Minimum experience of 5 years in a service delivery management role
- Must have managed SAP projects or service delivery

Success in this role is measured by such things as:

- Service Delivery Benchmarks (SLAs, Process Improvements, Client Escalations)
- Stakeholder Management and Relationship (Customer Feedback)
- Team Happiness Index (360degree feedback)
- CSAT Score

**People**
- Manage team proactively, guiding team members on processes and business
- Onsite team management
- Manage remote teams and offshore team
- Define shift roaster and manage team in different shifts including 24X7
- Become single point of contact for the team members
- Become communication bridge between team and customer
- Review staffing requirements with RMG and make proactive hiring decisions, considering visa timelines
- Represent InvenioLSI with customer, vendors and other project team members
- Display time management skills
- Manage team turn-over, minimize regretted attrition, minimize transition impact

**Delivery**
- Manage Incident Resolution
- Drive steering committee meetings at regular intervals
- Drive fast decision making or escalate to appropriate levels for a proper action
- Measure SLAs, Process improvements and review with customers/stakeholders
- Manage SLA Adherence
- Submit weekly, monthly reports to all stakeholders
- Measure and report commercials and manage gross margin
- Engage in tickets identification by processes, solution design, prioritize and resolve
- Participate in meetings, distribute minutes and develop agenda for onsite and offshore teams
- Manage, identify risks / issues, communicate in advance any infrastructure related issues
- Initiate Customer Satisfaction survey as defined by the company
- Bring efficiency in the processes and demonstrate the value to the customer
- Awareness of business priorities and customer satisfaction levels; Intervening and escalating as appropriate
- Daily meetings with customer team. Coordinating with weekly account level meetings
- Escalation of potential service delays or issues to Customer
- Ensure adequate knowledge transition of current work activities.
- Identify and own requirements for change orders
- Resolve customer escalations within the defined escalation matrix
- Advise on the design, configuration changes for continuous improvement

**Processes**
- Define and enhance internal processes in the areas of incident management
- Adherence to internal compliances and external compliances
- Support internal and external process audits
- Create quality awareness in the team and drive towards quality resolution of incidents

**Mentoring and Coaching**
- Lead by Example
- Need to mentor less experienced peers, and get mentored by more seniors/principal consultants/Customer counterparts
- Identify the training needs and ongoing team development
- Develop individual development plan for the team members
- Motivate the team and influence positivity on the customer and InvenioLSI
- Motivate team members and encourage ideas and innovation

**Accountabilities**
- Manage Incident resolution to support customer business functions
- Optimum utilization of resources in the service delivery
- Performance management, talent development and succession planning AMS consultants
- Smooth day-to-day operation of the Service Delivery
- Knowledge management of AMS consultants to enable seamless service delivery

**Functional experience & skills/knowledge required for the role include**:

- Technical background and ability to converse with the consultants at technical level
- Well versed with industry trends, tools & technologies in SAP Service Delivery
- Experience of having set up AMS Team
- Experience in managing customers
- Experience in working with Offshore and Remote T