Our global client is looking for an experienced Service Delivery Manager for a long term contract role.
Position Overview:
We are seeking an experienced and hands-on Technical Service Delivery Manager with a strong background in SAP Basis and application management. This role requires a blend of technical expertise and managerial skills, where you will be responsible for ensuring smooth operation, troubleshooting, and service delivery within the SAP Basis domain. You will collaborate closely with stakeholders, vendors, and partners to ensure the timely resolution of issues and meet key performance indicators (KPIs) and service level agreements (SLAs). While you will not have direct team management responsibilities, you will indirectly manage a team of partners, guiding them to success in delivering services.
location: Berkeley Heights, New Jersey
job type: Contract
salary: $60 - 68 per hour
work hours: 9am to 5pm
education: No Degree Required
responsibilities:
Responsibilities:
- Manage the RUN service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence for Supply Chain & Finance applications in US
- Work closely with the support team to ensure timely resolution of tickets and underpinning issues are identified and resolved
- Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary
- Act as an escalation point and take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs
- Ensure that standardized methods, processes, and procedures are used for the efficient and prompt handling of all changes
- Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process
- Perform proactive problem management to minimize failures
- Focus on Knowledge Management to ensure proper documentation, availability and sharing of knowledge
- Establish governance process to review SLA's, KPI's, vendor performance and quality of service
- Lead a culture of Continual Service Improvement with the vendors
- Supervise external vendors that manages support / maintenance including Major Incidents
- Demonstrated ability to manage support operations and strong ability to influence others
- Build strong relationships with the BRMs and key stakeholders to identify customer issues and needs
- Collaborate with application and infrastructure teams on issue resolution
- Lead and manage external AMS teams
- Collaborate with cross-functional teams
qualifications:
Skills:
- Proficiency in leading both physical and virtual teams
- Innovator with quick absorption of new technologies; strong understanding of technology solutions
- Strong interpersonal skills with ability to work as a member of cross functional teams
- Experience in dealing with third-party provided services
- Operational ability in a diverse, large-scale environment
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Good Knowledge of ITIL (Information Technology Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organizational skills
- Ability to manage and prioritize tasks efficiently
- Solid resource planning and problem-solving skills
- Excellent analytical, organization, analysis, and problem - solving skills
- Experience working with onsite and offshore AMS providers
skills: Technical Skills:
- SAP Basis
- SAP ECC Functional knowledge
- Skilled in using Service Now
- Hands on experience in supporting IT applications
- Hands-on experience in SAP Supply Chain and/or Finance modules
- SAP application NOT infrastructure, they should have application background
- will need to go into meetings, communicate with stakeholders, point of contact
- indirectly manage team of partners
- no direct management
- eye level technical knowledge
- supply chain experience or finance background helpful
- skills: negotiation
- support background
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
