IT Application Support & Service Delivery Lead_RZ

The IT Application Support & Service Delivery Lead will oversee the IT applications ecosystem, including SAP and Salesforce, ensuring high system availability, performance, compliance, and customer satisfaction.

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.
- 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.
- 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.

Preferred
- Experience with stakeholder management, vendor management, and coaching ability.
- Strong planning, time management, influencing, negotiating, listening, problem-solving, result orientation, and motivational skills.

Benefits & Culture Highlights
- Not explicitly mentioned in the job description.