Spec: IT Service Delivery

2 weeks ago

Centurion, Gauteng, South Africa BCXP Full time
Business unit, Department, Reporting

Business Unit:

DPS

Department:
Applications Solutions (SAP CoE) Core Description
Responsible for co-coordinating the delivery of services into BCX - Application Solutions - SAP COE's customers. Ensure long-term healthy client relationships, acting as the bridge between the client and the SAP COE operational delivery teams. Ensure the highest level of operational service delivery. Ensure services are profitable according to SAP COE expected margins
To manage and control the resources required to deliver the contracted services to clients (Internal & External) by being fully aware of the status of all services provided to the client as well as initiate interaction with the client for scheduled reporting, proactive incident, problem and change management, alerting/reporting and service status changes Key Deliverables / Primary Functions

Financial Management:

Accurately verify billings to clients at all times
Intermediate between SAP COE and the client on all billing queries expediting where necessary
Continuously ensure the financial management of cost of sales and operational expenditure to achieve approved budgeted guidance

Client Relations and Satisfaction:

Effectively build and maintain good relationships and interactions with clients and SAP COE division and personnel
Continuously monitor the level of client satisfaction at regular intervals or after each significant delivery of product or service and respond to clients' queries and complaints ensuring that, when necessary, corrective action is taken by SAP COE or by the client
Service Level Agreements
Develop and negotiate Service Level Agreements (SLA's) with the client communities based on the required service to be provided by SAP COE guidance
Continuously ensure that the third-party suppliers are managed by the respective SAP COE divisions unless if client specific suppliers are selected and managed by the client self
Service Providers
Be an effective first point of escalation for any issues or problems raised by the client or SAP COE and arbitrate in situations of conflict
Be a successful single point of contact between certain service providers/partners and SAP COE
Continuously ensure proper monitoring of the service provider agreements and initiate actions to keep them aligned levels
Service Delivery Planning and Control
Always ensure that a catalogue of all available services is created and maintained, and that the structure of operational level agreements is fully defined by the mapping of services to users
Take responsibility for command structure and escalation procedures at all times
Service Delivery Management

Expertly advise and influence business clients at management level regarding the delivery, costs, availability and functionality of services and systems.

Include capability leads where SME is required
Continuously ensure that operational and service level agreements are aimed at meeting the business needs of the client by providing a value for money service, in terms of standards, quality, efficiency, safety, performance and cost effectiveness
Actively participate in putting together proposals for any new and/or additional "out of scope" services that are required by the client
Constantly establish and communicate a clear understanding of responsibilities and accountability for all delivery teams on an ongoing basis as the client's business changes
Incident Management
Supervise the SAP COE call environment - Cradle to Grave
Develop and improve processes, procedures and tools to achieve the control required for efficient and effective Incident Management regularly monitoring the incident records
Accurately identify and coordinate major incidents
Effectively investigate and act on Corrective Action Requests (CARs), Over SLA Assessments (OSA's)

Core Functional Skills & Knowledge SAP Tools and Platforms Software Development Life Cycle (SDLC) ISO Processes and Knowledge Service Level Agreement (SLA) Management Business Development Core Behavioural Competencies Persuading and Influencing Relating and Networking Delivering Results & Meeting customer expectations Coping with pressures & setbacks Working with people Culture Match Job Match Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience
5 years relevant experience in a Service Delivery environment, of which at least 2 years should be at management level Certifications SAP certified ITIL 3 or 4 will be advantageous COBIT Foundation Professional Memberships in Relevant Industry Level of Engagement & Span of Control Special Requirements / Employment Condition Valid Drivers license Required to travel locally Workplace / Physical Requirements Hybrid Remote Worker Revenue Generating Billable

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