IT Application Support & Service Delivery Lead-PL

Role & Responsibilities

• Service Delivery Management:
  
  

Oversee daily operations, including incident management and service request management from response to resolution, ensuring delivery of IT services with high system reliability, optimal performance, and adherence to defined SLAs.

• Own ITSM Platform:
  
  

Own and manage the ITSM platform, ensuring right level of adoption and continuous improvements in line with Service Delivery evolution.

• Stakeholder Engagement:
  
  

Act as the primary point of contact for business stakeholders and IT Business Partners regarding IT Support & Service delivery, ensuring alignment between IT services and business needs.

• Team Leadership & Coordination:
  
  

Lead and coordinate support teams, including internal resources and external vendors, to ensure efficient and effective service delivery.

• Vendor Management:
  
  

Collaborate with external vendors such as support partners and OEMs, ensuring service quality, contract compliance, and timely resolution of vendor-related or product-related issues.

• Change Management:
  
  

Oversee change management processes, ensuring changes are deployed seamlessly with minimal impact to end-users, in adherence to proper ITGC standards.

• Continuous Improvement:
  
  

Drive process improvements for service delivery, focusing on automation, standardization, and best practices to enhance service quality and reduce downtime.

• Performance Monitoring & Reporting:
  
  

Develop and maintain service performance metrics, create regular reports, and communicate these to stakeholders.

• Controls & Compliance:
  
  

Ensure compliance of the key IT applications with ITGC audit and contractual parameters. Direct ownership of ITGC Controls for the SAP Landscape.

• Budget & Resource Management:
  
  

Manage service delivery budgets, resource allocation, and cost optimization to achieve the best value for the organization.

Skills & Qualifications

Must-Have

• Relevant degree in Information Technology, Computer Science, Business Administration, or a related field.
• Overall experience of 12-14 years, with sufficient relevant experience in application service delivery in ecosystems having SAP, Salesforce, custom applications etc.
• Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization.
• Analytical mindset with the ability to translate data into actionable insights and recommendations.
• Strong expertise with ITIL standards or similar service management frameworks.
• Working Knowledge / familiarity with SAP Rise with HANA Pvt Cloud ecosystems.
• Working Knowledge / familiarity with Salesforce, M365.
• Experience working in a FMCG business context.
• Strong Experience with ITGC controls and managing the same in an SAP environment.
  
  

Preferred

• Planning and Time Management.
• Influencing Skills.
• Negotiating Skills.
• Listening Skills.
• Analytical Skills.
• Problem Solving.
• Stakeholder Management.
• Vendor Management.
• Motivational Skills.
• Result Orientation.
• Coaching ability.
• Relevant Domain Experience.
  
  

Skills: itgc controls,itsm platform,itil,m365,sap,sap s/4hana,salesforce