Job title: service delivery manager responsibilities: service design, implementation & testing service take-On service stabilization or hyper care operational service management customer relationship management contract management aws cost management service level management service escalation management service automation service improvement devops deployment develop and manage the execution of meaningful operational readiness tests develop comprehensive service delivery reports with a keen eye on what it is that makes this service special for the customer obtain existing technical design and service documentation, including with regards to any custom and bespoke tooling in use at the customer for service take-On define criteria as a quality gate for transitioning from project into stabilization or hyper care support run daily and weekly stabilization sessions, ensuring critical items are identified and resolved for service stabilization or hyper care define criteria as a quality gate for transitioning from stabilization into bau support and manage to achieve compliance with the stable state criteria as fast as reasonably feasible task and issue manage your assigned service delivery team for operational service management build an excellent, open, and supportive team spirit for operational service management build and maintain a critical friend and trusted advisor relationship with key stakeholders at the customer for customer relationship management ensure a good understanding of the customers critical business processes and any sap related process performance and bottlenecks for customer relationship management ensure adherence to the contractual terms and scope for contract management drive down (all) cost in a pro-Active manner through all possible means for contract management initiate contract change control when and where required for contract management together with the aws financial controller, ensure reporting of and adherence to established budgets for aws cost management identify opportunities for cost reduction and pro-Actively engage with the customer on implementing those opportunities for aws cost management ensure strong governance and change control on aws cost and cost drivers for aws cost management ensure service levels reflect what is important to the customer propose and implement additional service levels if that is required to drive value to the customer for service level management ensure adherence to service levels identify and implement areas for improvement for service level management act as escalation manager in the resolution of P and P write and ensure delivery of major incident reports for service escalation management develop and project manage the customer service automation plan ensure consistent cost reduction through automation ensure service automation tools are optimized for efficiency for service automation develop and project manage the customer service improvement plan for service improvement develop and project manage deployment of devops for the customer for devops deployment qualifications: fluent in sap speak good understanding of itil processes and terminologies A level of affinity with infrastructure management, data lifecycle management, and solution manager innovative command authority naturally possess quick sifting abilities, knowing what to note and what to ignore ask good questions and listen to stakeholders do not use information as a weapon or a means of control exercise independent and fair consensus-Building skills when conflict arises look forward to going to work note: html tags have been preserved for formatting purposes.
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