Snr Spec: SAP IT Service Delivery

9 hours ago

Centurion, South Africa BCXP Full time

Structure, Grade & Reporting Job grade/level S4 Business Unit Digital Platform Solutions Department Application Solutions - SAP CoE Position reports to Senior Manager: SAP IT Service Delivery (M4) Span of Control 0 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 and ensure the highest level of operational service delivery.
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**:
Intermediate between SAP COE and the client
Ensure the financial management of cost of sales and operational expenditure to achieve approved budgeted
Monthly forecasting of cost of sales and operational expenditure
Financial projections and forecasts
Financial reports based on prescribed format when required

**Client Relations and Satisfaction**:
Build and maintain good relationships and interactions with clients and SAP COE division and personnel
Ensure that the solution delivery relationship from inception to completion of a service is maintained
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
Encourage clients to take part in the continuous improvement of the products and services supplied to them
Identify and respond to opportunities for providing products and services in one’s responsible area to the client organisation, liaising with those responsible in SAP COE
Recommend products and services
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
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
Regularly conduct quality audits to assess the ongoing success and effectiveness of the service delivery process
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
Ensure that invoices from service providers are checked to establish that they are correct and authorise payments within own authority levels
Service Delivery Planning, Control & Management
Ensure that a catalogue of all available services is created and maintained, and that the structure of operational level agreements is fully defined
Ensure that the operational level requirements of each client/user area are determined, negotiated signed and monitored.
Negotiate with stakeholders in respect of emergencies, withdrawal of services, routine and unscheduled maintenance, and the introduction of major amendments to the provision of services
Frequently review OLA's
Investigate all appropriate means to improve service levels,
Expertly advise and influence business clientsregarding the delivery, costs, availability and functionality of services and systems
Participate in putting together proposals for any new and/or additional “out of scope” services that are required by the client
Establish and communicate a clear understanding of responsibilities and accountability for all delivery teams on an ongoing basis
Establish and maintain communication channels between SAP COE Functional & Technical teams and the client
Take responsibility for the delivery of SAP COE service functions
Set targets, monitor performance, and manage the service and ensure that performance reports are delivered
Incident Management
Supervise the SAP COE call environment - Cradle to Grave
Effectively investigate and act on Corrective Action Requests (CARs), Over SLA Assessments (OSA’s)
Identify recurring incidents (raise Problem Tickets) and provide input into the establishment of permanent fixes Functional Skills
Risk Management
Financial Management
Business Development
People Management
SLA & OLA Management
SAP Products & Services
Communication
ISO 20000
Product Testing and Life-cycles Behavioural Competencies 4. Communication and Impact (Observed throughout the interview process) 5. Decision Making 2. Meeting the customer expectations 1. Developing and implementing strategy 3. People -Team Leadership Qualifications Relevant Diploma (NQF 6) in Information Technology in IT/Business/Commerce OR NQF 4 (Grade 12) Experience
8 - 10 years relevant experience in a Service Delivery environment. The experience must include relevant exposure to the ICT sector and preferably within an SAP Consulting

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