SAP Associate Service Delivery Manager

**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