What are the responsibilities and job description for the SAP Service Delivery position at Robert Half?
Job Details
Description
Responsibilities:
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
Requirements
Skills:
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
Technical Skills:
SAP Basis
SAP ECC Functional knowledge
Preferred Functional/Technical Skills:
Skilled in using Service Now
Hands on experience in supporting IT applications
Hands-on experience in SAP Supply Chain and/or Finance modules
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Responsibilities:
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
Requirements
Skills:
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
Technical Skills:
SAP Basis
SAP ECC Functional knowledge
Preferred Functional/Technical Skills:
Skilled in using Service Now
Hands on experience in supporting IT applications
Hands-on experience in SAP Supply Chain and/or Finance modules
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
