Service Delivery Manager

Effective operational collaboration between Service Provider and internal Stakeholders

• Actively work with the business to agree services required and ensure appropriate service level agreements are implemented and managed with appropriate business focused KPIs in place to enable highly effective monitoring of performance.
• Focuses on keeping the business satisfied with the AMS vendor’s services, fixing any reliability issues, tracking service metrics, and managing the budget.

AMS Contract management

• Participate in the planning, implementation, control and review of SAP AMS service delivery, ensuring it meets business requirements and satisfies IT commitments
• Ensure Overall Contract terms fulfillment by Service Provider
• Validate and formally report contractual Service Provider performance 
• Manage contract changes needed (extensions-improvements) partnering with Legal and NFR, in alignment with the different stakeholders
• Trigger timely contract reconduction – or termination

Financial administration and tracking

• Ensure a cost effective and business focused service delivery model is provided.
• Identify, assess, and mitigate risks associated with service delivery, ensuring business continuity and minimizing disruptions to operations.

Contribution to vision & roadmap

• Ensure that the team develops effective working relationships at all levels and inspire colleagues to embrace and embed new ways of working.
• Ensure the service strategy, portfolio and catalogue are created and accurately maintained and fit for purpose.
• Develop and implement operating level agreements between the various IT and business teams to ensure all parties understand their responsibilities and commitment to ensure a successful overall delivery of service.
• Implement service improvement plans where required, and regular monitoring and reporting on the progress of these plans.

We ask a lot. (We’re looking for the best, after all). But we offer a lot, too. 

So, what do we have in store for you? We offer flexible hours and a hybrid working model, allowing you to work both from home and at the office. We provide competitive benefits to support health, well-being and your professional growth. This includes: a significant budget on benefit platform and a yearly bonus. At AD01 we welcome everyone, just the way you are, and encourage individual growth with valuable opportunities and a worldwide across-brand network.

We think you’ll be best geared for success if you can meet the following requirements:

• experience as Service Delivery Manager, preferably in a support organization
• SAP knowledge
• Experience working with ITIL processes
• Service Now experience, to be able to create queries and reports
• Drive continuous improvement in service quality and customer satisfaction

It goes without saying that so-called ‘soft skills’ are just as important as their ‘hard’ cousins. For example, we believe that a good deal of flexibility and an entrepreneurial mindset will serve you well. We also highly value:

• Strong communication and interpersonal skills
• Presentation skills and ability to go from details to management summary level
• Team player: involves others, shares knowledge and seeks opportunities for cross functional working and collaboration
• Adaptable to situations and different/multicultural environments
• Demonstrates flexibility; revises plans and decisions in the light of new information and changing circumstances
• Ability to work independently and collaboratively in dynamic environment
• Excellent command of the English language both written & spoken