Sap Service Delivery Manager

Tech Mahindra

9 - 14 years

18 - 33 Lacs

bengaluru

Posted:1 month ago| Platform:

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Skills Required

sap service delivery service management

Work Mode

Hybrid

Job Type

Full Time

Job Description

Roles and Responsibilities:

Overseeing Service operations of all support teams.
Prioritizing issues/tickets based on their severity and impact and capacity planning.
Manage and resolve escalations
Ensure team follows best practices and maintain service level agreements
Maintaining strong working relationships with key stakeholders and business users
Exceptional problem-solving and decision-making abilities.
Monitoring service metrics, analyzing customer feedback and addressing any gaps or areas for improvement.
Creating Service Now dashboard and creating monthly SLA reports and driving Service review governance meetings with customers
Managing new onboarding of Support teams
Developing and implementing service strategies to meet customers needs and improve service quality.
Collaborating with internal teams to find appropriate solutions
Collecting and assessing feedback from customers and clients to identify areas of improvement, and incorporating their feedback into daily operations
Collaborate with customer technical, product and business teams to establish long term service plans.
Understanding the Company services, products & business process
Drive continuous service improvements across the portfolio, propose, implement and track ROI.
Drive AI ops implementation to improve service efficiencies.

Skill Requirement:

Minimum of 10 years exp in Service Management & ITIL Certified
Basic Understanding of SAP ERP - Logistics Module
Tools - Service Now, MS Office, Veeva, SAP
Strong Understanding of ITIL concepts (Incident, Change, Problem, Request Management)
Pharmaceutical Experience is preferred.
Good Communication Skills
Handling Customer Escalations
Good Collaboration with external stakeholders
Strong Leadership and team management skills
Role & responsibilities

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