SAP Service Delivery Lead

Your Responsibilities: SAP Service Delivery Manager will be accountable for Application Maintenance and Support for SAP S/4HANA and will lead the team of functional and technical SAP resources from multiple process areas. Role will be responsible for the execution of the day to day operations of SAP S/4 HANA Support including management of service delivery, scope, release schedule, budget, resource, issues and risk, performance reporting, quality controls and contracts. The individual will ensure that the incidents/service requests are resolved as per the Service Level Agreement with the business. Accountable for Application Maintenance and 24x7 Support for the SAP S/4 HANA environment. Assume full ownership of the support tickets for the global SAP application. Work with integration, development teams, 3rd party support providers to resolve the tickets within Operational/Service Level Agreement limits. Understand global template and regional solutions designed/developed by Solution Delivery teams and manage resolution of tickets by the team keeping the solution intact. Ensure thorough testing is performed by the team including regression testing before releasing any solution for final user validation. Understand and follow ADM IT processes in performing all day-to-day activities. Understand ADM IT Service Management process, ensure incident/problem/service tickets are updated regularly and accurately and ticket resolution is documented in the service management tool. Ensure completion of minor enhancements on time, on budget following the ADM standard configuration/naming standards, Functional/ technical/ process design documents are created/updated. Provide technical input in support of audit requests, as needed. Follow regulatory compliance and Security standards. Identify and implement business process continuous improvements opportunities Your Profile Total 15 years of experience including 5+ years strong experience working as a Service Delivery Manager for Global SAP Application Maintenance and Support engagement in a large/medium organization. Experience with 24x7 support covering all time zones , working with multi-cultural support teams spread across different geographies. Must have worked as a SAP Functional or Technical Consultant having hands on experience in Maintenance and Support Should have experience handling stake holders like business users, IT management and Vendor partner. Well versed with execution of Support operations like Incident Management, Change Management, Problem Management, Service Requests, SLA, Status reports, Dashboards, etc. Experience in transition from project to Support

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