IT Service Delivery Leader - Senior (SAP Service Management)

Job Summary:

Responsible for the management, operations, delivery and support of defined IT applications and/or infrastructure services; directs and coordinates the efforts of people to accomplish goals and objectives using available resources.

Key Responsibilities:

Contributes to the delivery and support of specific IT services. Supports the development and maintenance of services and ensures that tools and resources are capable and available (i.e. IT Service Catalog, Asset Management system) Generates and reports service delivery metrics and drives standards across regions and locations (i.e. Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring). Acts as a point of contact for customers for service related inquiries and maintains relationships with key customers and suppliers. Is familiar with SLA / Operational Level Agreements between other IT Services Provided. Encourages root cause analysis using the formal problem solving approach for recurring issues. Champions the use of Six Sigma to reduce costs and improve processes. Identifies opportunities for service improvements, discuss with the customer and raise the request for change for assessment if appropriate Maintains the accuracy of service related standards, procedures and work instructions in a knowledge management system. Able to support the Service Owner when needed. Champions the use of ITIL Standards for IT Service Deliverables Maintain strong relationships to deliver business value using relevant Business Relationship Management practices.

• 5+ years of experince
• Owns global operational accountability for SAP S/4HANA Service Management processes and supporting capabilities.
• Oversees service process performance, operational efficiency, customer service outcomes, warranty and contract execution support, service parts integration, and service business insights.
• Partners with service business leaders, process owners, field service teams, aftermarket operations, regional stakeholders, and delivery teams to improve process performance and adoption.
• Governs incidents, problems, enhancements, and operational risks impacting service execution, customer commitments, warranty performance, technician enablement, and service operations.
• Drives continuous improvement opportunities across service order management, service execution, service parts processes, customer support, and service reporting.
  
  Common Functional Operations Framework
• Run: Assures stable production operations, effective incident and problem management, and reliable service performance.
• Improve: Drives continuous improvement, process optimization, standardization, automation, and reduction of manual effort.
• Govern: Oversees Service Assurance, enhancement demand, release readiness, operational risk, and service provider performance.
• Measure: Uses business insights, SAP analytics, Signavio, Business Process Insights, and operational metrics to inform decisions.
• Transform: Shapes the functional operations roadmap, reduces technical debt, and influences future capability evolution through lessons learned from production operations.