SAP Solution Delivery Lead

**Job description**

We are a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — We work at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 699,000 people serving clients in more than 120 countries, we drive innovation to improve the way the world works and lives.

**About Service Unit**:
Through unmatched industry experience, leading technologies from our ecosystem partners and startups, and the largest delivery network in the world, we provide a powerful range of capabilities that can be tailored to our client’s most complex business needs. With over 100 innovation hubs deployed around the world, we help clients continuously innovate at speed and at scale so they can outpace their peers. You will bring innovation, intelligence, and industry experience together with the newest technologies to help clients innovate at scale and transform their businesses.

Technology is one of four services -the others are Strategy and Consulting, Song and Operations

**Responsibilities**:
The delivery lead is responsible for monitoring the overall success of delivery across RPA, SAP and Service Management environments. Play an integrator role across all 3rdparties to ensure overall success of the Digital technology department providing high quality services to the end user
- Deliver the contract not just to SLA’s but to all the additional KPI’s that have been created and agreed with the client
- Identify areas outside of our scope which may be deterring the team from delivering an optimum service as well as solutions for these challenges
- Moving towards business process activities as opposed to ticket management. Enabling pro-active maintenance
- Continue working towards a zero-incident policy by implementing Fixes, automated monitoring and pro-active maintenance activities
- Developing and implementing processes and procedures to ensure effective and efficient delivery of services
- Monitoring service delivery performance, identifying areas for improvement, and implementing changes as needed
- Working with the client to ensure business value is added instead of just keeping the lights on
- Leading service management professionals to ensure the delivery of high-quality IT services (PMO & Service manager).
- Developing and maintaining strong relationships with customers, stakeholders, and vendors to understand their needs and requirements.
- Overseeing the planning, design, and implementation of IT service management processes, ensuring they are aligned with established industry best practices.
- Collaborating with other IT teams to ensure seamless integration of IT services with other IT systems and services.
- Managing budgets and ensuring financial performance targets are met.
- Ensuring compliance with relevant laws, regulations, audit requirements and industry standards.
- Staying up-to-date with industry trends and advancements in service management, and continuously improving service delivery processes.
- Mentoring and coaching team members to ensure their professional growth and development.
- Providing leadership and direction in the resolution of complex technical issues and problems.
- Facilitating effective communication and collaboration between internal and external stakeholders, and ensuring all parties are aware of service delivery status and any potential issues or risks.
- Review change risk and impact assessment to ensure the teams have completed these
- Authorize deployment of change from our view i.e. all quality checks & reviews completed to ensure standards are met.
- Ensure compliance with applicable information security requirements.
- Report monthly, quarterly and annually on the effectiveness of the team, including the progress of remedial actions.
- Responsible for Business continuity plan and arranging for testing of this periodically.
- Review data from the individual service delivery team leads to evaluate the effectiveness of the service delivery teams.
- Ensure continuous improvement initiatives
- Ensure KPI’s and SLA’s are all met
- Set up and manage stretch targets for the teams
- Accountable for mobilizing and on-boarding /off-boarding delivery team members
- Identify and retain key skills
- Report engagement status to the delivery leadership
- Manage all escalations
- Measure individual team members performance and manage poor performance.
- Ensure all team members capture time accurately
- Manage capacity
- Understand the contract and financial objectives of the overall engagement, providing appropriate financial inputs into Accenture financial management systems.
- Participate in Status Reporting: Managing