Service Delivery Manager (ITIL Manager)

Job Title: Service Delivery Manager (ITIL Manager)

Location: Berkeley Heights , NJ 07922 ( Hybrid )

Duration: 12 months contract to start

Pay Rate: $40-42/ hr. (W2)

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

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
• 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