Service Delivery Manager - SAP at Deloitte

Job Description

Main Purpose of Job

• As a Service Delivery Manager, you will be responsible for ensuring the delivery of high-quality services to customers and play a critical role in ensuring that the services provided meet the needs and expectations of its clients.

Key Performance areas

• Manage delivery of services against agreed SLAs; track outputs against Service Level Agreement and report to leadership on any unforeseen issues arising
• Manages day-to-day deliverables of team on client engagements / projects
• Maintain and manage relationships with clients to ensure their satisfaction with the services provided.
• Identifying customer needs and overseeing service delivery within the business context.
• Manage, motivate, and develop a team of service delivery personnel to ensure they are equipped to deliver high-quality services.
• Call and escalation management
• Ensure governance adherence
• Internal and External reporting – daily, weekly, monthly
• Continuously analyse and improve service delivery processes to ensure they are effective and efficient
• Manage the service delivery budget, ensuring that resources are used effectively and efficiently
• Develops market network in business and builds relationships that generate leads
• Generates innovative solutions on projects / engagements in collaboration with team members to enhance / renew service offerings to client
• Build and maintain relationships with stakeholders, including customers, suppliers, and internal departments, to identify opportunities for cross selling Deloitte services and growth within clients
• Support in proposals and resource planning of sales presentations and client negotiation teams for new and retrained business
• Participates in thought leadership process and shares functional and industry knowledge and expertise with clients, colleagues and teams
• Communicates need for any changes in engagement / project plan to Senior Manager for discussion with Engagement sponsor / client
• Provides ongoing communication to teams on status of engagement / project, changes, achievements, etc.
• Drives Deloitte values of exceptional service to clients, growing the firm’s brand and talent development

Qualifications

Qualifications & Experience:

• BSC. Computer Science or Bcom. Informatics
• ITIL Certification
• 7 years’ working experience in Service Delivery Management of which 5 years in a client facing role and 2 years within a management role
• Experience in SAP is required
• Knowledge within incident and change management
• Experience within the IT consulting and services industry (software as a service)

Technical Competencies:

• Strong SAP and service delivery management knowledge
• Sound Incident management and Change management knowledge
• Good financial knowledge and business acumen
• Excellent report writing and delivery management skills
• Demonstrated leadership skills

Behavioural Competencies:

• Excellent written and verbal communication skills
• Effective interpersonal and relationship building skills
• Good mentorship and coaching ability with desire to develop self and others
• Strong client delivery focus
• Adaptable, managing change and ambiguity with ease
• Focus on quality and risk
• Sound problem solving ability