Johannesburg - Gauteng
Qualifications:
- A bachelor's degree in technology or applicable work experience would be advantageous
- ITIL and PMP certifications would be advantageous
- Solid finance background
- Service delivery Lead and Service Management experience in a SAP application maintenance environment / project
- Minimum 8 10 years experience in leading application management services
Responsibilities:
The delivery lead is responsible for monitoring the overall success of delivery across RPA, SAP and Service Management environments. Play an integrator role across all 3rd parties to ensure overall success of the Digital technology department providing high quality services to the end user
- Deliver the contract not just to SLAs but to all the additional KPIs that have been created and agreed with the client
- Identify areas outside of Client scope which may be deterring the team from delivering an optimum service as well as solutions for these challenges
- Moving towards business process activities as opposed to ticket management. Enabling pro-active maintenance
- Continue working towards a zero-incident policy by implementing Fixes, automated monitoring and pro-active maintenance activities
- Managing a team of application management specialists and ensuring they deliver high-quality services to clients
- Establishing and maintaining relationships with clients, acting as a primary point of contact for all application management related issues
- Developing and implementing processes and procedures to ensure effective and efficient delivery of services
- Monitoring service delivery performance, identifying areas for improvement, and implementing changes as needed
- Ensuring that application management services are delivered in accordance with established SLAs and KPI's
- Maintaining an up-to-date knowledge of industry trends, technologies and best practices in application management
- Collaborating with other departments to ensure effective integration of application management services with other IT services
- Working with the client to ensure business value is added instead of just keeping the lights on
- Leading service management professionals to ensure the delivery of high-quality IT services (PMO & Service manager).
- Developing and maintaining strong relationships with customers, stakeholders, and vendors to understand their needs and requirements.
- Overseeing the planning, design, and implementation of IT service management processes, ensuring they are aligned with established industry best practices.
- Collaborating with other IT teams to ensure seamless integration of IT services with other IT systems and services.
- Managing budgets and ensuring financial performance targets are met.
- Ensuring compliance with relevant laws, regulations, audit requirements and industry standards.
- Staying up-to-date with industry trends and advancements in service management, and continuously improving service delivery processes.
- Mentoring and coaching team members to ensure their professional growth and development.
- Providing leadership and direction in the resolution of complex technical issues and problems.
- Facilitating effective communication and collaboration between internal and external stakeholders, and ensuring all parties are aware of service delivery status and any potential issues or risks.
- Review change risk and impact assessment to ensure the teams have completed these
- Authorize deployment of change from an Client view i.e. all quality checks & reviews completed to ensure standards are met.
- Ensure compliance with applicable information security requirements.
- Report monthly, quarterly and annually on the effectiveness of the team, including the progress of remedial actions.
- Responsible for Business continuity plan and arranging for testing of this periodically.
- Review data from the individual service delivery team leads to evaluate the effectiveness of the service delivery teams.
- Ensure continuous improvement initiatives
- Ensure KPIs and SLAs are all met
- Set up and manage stretch targets for the teams
- Accountable for mobilizing and on-boarding /off-boarding delivery team members
- Identify and retain key skills
- Report engagement status to the delivery leadership
- Manage all escalations
- Measure individual team members performance and manage poor performance.
- Ensure all team members capture time accurately
- Manage capacity
- Understand the contract and financial objectives of the overall engagement, providing appropriate financial inputs into Client financial management systems.
- Participate in Status Reporting: Managing delivery related risks and issues, communicating across the leadership team, and escalating where necessary.
- The Delivery Lead engages with client, managing expectations, and builds strong client relationship.
- On Point for the 30-60-90 day plan and its outcomes
- Strong Program/Project skills
- Deep expertise on Work Planning and Management
- Is able to provide estimates for ongoing work and validate project detailed estimates
- Is aware of Client Performance and Reporting processes and actively practices the same
- Resource Management
- Practices active Governance, including Issue & Risk Management and Quality Management
- Ability to collaborate with stakeholders leverage others to achieve maximum project results
- Monitor, manage and drive all major incidents across the regions as and when these arise within the SLAs and timelines associated with these
- Expectation at the client is to re-align the team within the current confines of the existing contract to align to the new client organizational structure
- Introduce new functionality to provide business benefits on the current version of ECC to modernize the SAP environment
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