What are the responsibilities and job description for the Service Delivery Manager position at PSS Technology Inc/ Innoworklab Technologies?
Responsibilities
Basic Qualification
Additional Skills :
Background Check : No
Drug Screen : No
- Manage the RUN service and supervise its functioning to ensure user effectiveness, adoption, and Operational excellence for Supply Chain & Finance applications in US
- Work closely with the support team to ensure timely resolution of tickets and underpinning issues are identified and resolved
- Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary
- Act as an escalation point and take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Providing accurate and regular reports to the management on performance of the service delivery with relevant KPIs
- Ensure that standardized methods, processes, and procedures are used for the efficient and prompt handling of all changes
- Accountable for knowledge transition from enhancements/projects to run teams using a standard Build to Run process
- Perform proactive problem management to minimize failures
- Focus on Knowledge Management to ensure proper documentation, availability and sharing of knowledge
- Establish governance process to review SLA’s, KPI’s, vendor performance and quality of service
- Lead a culture of Continual Service Improvement with the vendors
- Supervise external vendors that manages support / maintenance including Major Incidents
- Demonstrated ability to manage support operations and strong ability to influence others
- Build strong relationships with the BRMs and key stakeholders to identify customer issues and needs
- Collaborate with application and infrastructure teams on issue resolution
- Lead and manage external AMS teams
- Collaborate with cross-functional teams
- Proficiency in leading both physical and virtual teams
- Innovator with quick absorption of new technologies; strong understanding of technology solutions
- Strong interpersonal skills with ability to work as a member of cross functional teams
- Experience in dealing with third-party provided services
- Operational ability in a diverse, large-scale environment
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Good Knowledge of ITIL (Information Technology Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organizational skills
- Ability to manage and prioritize tasks efficiently
- Solid resource planning and problem-solving skills
- Excellent analytical, organization, analysis, and problem – solving skills
- Experience working with onsite and offshore AMS providers
- SAP Basis
- SAP ECC Functional knowledge
- Skilled in using Service Now
- Hands on experience in supporting IT applications
- Hands-on experience in SAP Supply Chain and/or Finance modules
- SAP application NOT infrastructure, they should have application background
- will need to go into meetings, communicate with stakeholders, point of contact
- indirectly manage team of partners
- no direct management
- eye level technical knowledge
- supply chain experience or finance background helpful
- skills: negotiation
- support background
Basic Qualification
Additional Skills :
Background Check : No
Drug Screen : No
