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[Urgente] SAP Service Delivery Manager...
SyntaxMXHace 4 horas
Descripción del trabajoSummary Primary responsibility for the management of the day-to-day operational aspects for one or more of our AMS clients. Primary focus is to ensure that we meet our contracted Service Level Agreements (SLO’s) and achieve great customer satisfaction. First line of support to manage customer incidents into the help desk (the majority of tickets are logged in Solution Manager). Client incidents can be received through our ticketing system, via phone or through email throughout general business hours. Triage of incoming tickets to ensure an appropriate consultant is assigned to each incoming ticket. Coordination of tickets with consultants to ensure that tickets are managed effectively and efficiently to meet customer requirements and timelines. Ensure that tickets are managed to meet Illumiti service level objectives. Other tasks that will come up in the day-to-day management of help desk. Roles & Responsibilities Knowledge and adherence to AMS support processes Management of dormant / slow moving tickets. Requirement to push these to completion. Ticket Management & Billing Processes Mandatory fields completed Ticket status & dates CR Forms Review of Consultant time in support of AMS work. Ensuring approved hours for the work is not exceeded. Follow up with consultants if additional customer approvals required. Ensure regular updating of tickets with status information Approvals as per processes Accuracy in Billing Updating BYD system related master data Provision Purchase Order Requisitions (POR’s) to support 3rd party contractor invoicing. Maintain POR in BYD system Monthly Invoice Reporting - Accuracy, Submission to meet Finance deadlines Application for credit notes or adjustments as may be required Follow up with Consultants on open tickets or other items such as hours booked. Departmental Meetings Attend and contribute to departmental meetings Chairing of meetings on a rotational schedule Includes meetings for coordination of contractor support (Partners). Master Data Management Management of internal documentation to support departmental requirements Solution manager account information changes relating to customer or the consultants - new or amended List of consultants assigned to support client accounts – internal departmental reference document Distribution Lists to support customer and consultant email notices Other departmental documentation to support business processes as may be assigned from time to time. Customer Management Manage customer open ticket status reports Arrange and chair customer meetings to review open tickets, ongoing support items as required for high volume / activity customers Low volume customers – provide regular status update reports Monthly Reports provided to customers – AMS Summary Reports Facilitate meetings between customers and consultants as may be needed to support the outcome of the work. General Business Tasks Management reports - AMS Managers, and Senior Management as needed (PD, AM) Preparation of reports as required to support business needs Preparation for upcoming meetings – current and future Regular meetings with Manager to review activities, issues or concerns, troublesome tickets, provide feedback, etc.; Other duties that may be assigned. Role Specific Demands High volume of email Difficult customer interactions Large volume of tickets - should be able to manage 80-100 ongoing active tickets Manage multiple deadlines and priorities High level of detail required with all activities and tasks Some flexibility with hours may be required to support customer clients Manage emergency client scenarios - production down Troubleshooting Ability to read between the lines and identify issues Foresight to recognize problem areas and escalate them prior to them becoming a larger issue Focus on big picture issues that impact the overall business Identify risk situations and take appropriate action to minimize the risk – escalate as needed Advocate for Illumiti, customer, and consultant as appropriate Ability to deliver bad news to customers Ability to manage customer deliverables through a shared resource model - manage client expectations Patience with all dealings Open to support from others as required. Key Performance Indicators Customer Feedback / customer satisfaction scores Productive days / utilization as defined by the organization Knowledge Management and creation of effective reusable components Experience and Other Qualifications : Experience in SAP consulting in at least one module of SAP. Experience in SAP Project Management Minimum of 7 years’ experience in Information Technology fields with a focus on functional / business consulting services (Application Management Services, Project Implementation, etc.) Minimum of 3 years’ experience in service or project management. Bachelor’s Degree in Computer Science or related discipline with an information technology focus, or equivalent training experience Best practices experience or certification desired (ISO, ITIL, COBIT, Six Sigma, Lean IT) Proven written and oral communications and presentation skills Demonstrated experience in working with technology related external vendors or consulting contractors. Ability to mentor team members toward developmental objectives and resilience to overcome challenges or setbacks to achieve team, project and client goals. Excellent interpersonal skills and demonstrated ability to work effectively in teams, as demonstrated by strong internal or client references. Excellent oral communication skills; comfortable interacting with senior management and executive team members Excellent written communication skills Excellent quantitative analysis and critical thinking abilities Strong understanding of the interrelationships between people / organization, business processes and enabling technologies as contributors to business effectiveness Desire to continue professional development, and engage in training as may be required
Syntax is a leader in providing Cloud and Managed Services to businesses across North America. Syntax’s cloud offerings, including their best-in-class Enterprise Cloud for ERP continues to grow and accelerate; a unique offering that safely hosts and manages critical business applications. Syntax partners with global IT leaders such as Oracle, IBM and others.
OFERTA :
- Vacante para Mexico - Modalidad Remota
- Nomina al 100%
- Prestaciones Superiores a la Ley
- Sueldo competitivo
- Estabilidad laboral
- Trabajo permanente
Position Overview
The SDM will be involved primarily as first line of support and triage for one or more of our clients. Coordinating the resolution of all client support requests and managing the service levels for resolution of each ticket to ensure that is meeting its contractual obligations in this area. In this capacity you will also be responsible for having periodic client calls to provide each client with a summary of services provided and any insights that we identify from the type of support calls that we are receiving. Ultimately, you will be responsible for helping ensure the highest possible customer satisfaction for our support services delivered to your designated support customers.
Role Description and Attributes
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Service Delivery Manager • MX
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