Service Delivery Manager

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 AGA Digital technology department providing high quality services to the end user

Deliver the contract not just to SLA s but to all the additional KPI s that have been created and agreed with the client

Identify areas outside of Accenture 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 hig IT services

PMO Service manager.

Developing and maintaining strong relationships with customers, stakeholders, and vendors to understand their need.

Qualifications

A bachelor s degree in technology or applicable work experience would be advantageous

ITIL And PMP Certifications Would Be AdvantageousMinimum Requirements

Service delivery Lead and Service Management experience in a SAP application maintenance environment project

Minimum 8

10 years experience in leading application management services