Role: SAP Service Delivery Manager
Job type : Permanent / Remote work
Location : Philippines (Remote)
Job Description:
Responsibilities
- Serve as the single point of contact for the client, ensuring consistent managed services support.
- Lead and manage the delivery of all contracted service components, ensuring adherence to Service Level Agreements (SLAs) and contractual obligations.
- Conduct regular service reviews with the client to report on performance, address issues, and discuss strategic improvements.
- Act as the primary escalation point for all service-related issues, ensuring timely resolution and clear communication of mitigation plans.
- Manage team capacity and demand in line with agreed service levels and managed support requirements.
- Ensure the team's compliance with client policies and procedures.
- Manage financial aspects of the service agreement, including budget tracking, resource utilization, and client invoice management.
Skills
- Strong leadership skills with the ability to lead, mentor, and motivate a high-performing managed support team.
- Excellent written and verbal communication skills; able to articulate complex technical concepts to non-technical stakeholders.
- Strong analytical and problem-solving skills with proven experience handling escalations and resolving critical issues.
- Deep understanding of financial reporting, contract management, and the ability to identify and present business value.
- Strong client relationship management skills, focused on building long-term partnerships.
Qualifications
- Bachelor's degree in Business, Information Technology, or a related field.
- Minimum of 5 years experience in IT service delivery or project management, with hands-on experience supporting SAP environments.
- Proven track record in a Service Delivery Manager or similar client-facing leadership role.
- Solid understanding of SAP modules and implementation/support methodologies.
- Experience managing complex IT services and leading multi-disciplinary teams.
- Preferred: ITIL or equivalent certification.
