SAP Service Delivery Manager Jobs in Doha - 3401499

Job Description

Work Location - Qatar and Bahrain

Key Responsibilities of a Service Delivery ManagerSr Service
Delivery Manager include

Contract Management (Application Management Support contracts)

? Responsible for planning, tracking and reporting on the contracts assigned
? Ensure all contract related documentation is created and maintained as per organizational Service Delivery Management standards
? Understand organizational Quality Management Standards and ensure adhere from a contract perspective
? Communicate contract status reports to key clients, stakeholders and management including cost vs budget, variances, contract risks, etc
? Closely monitor contract costs and ensure delivery is within budget Determine and highlight any budget related risks promptly
? Adhere to the communication process that incorporates issue tracking, escalation and resolution
? Manage client relationships and ensure all client feedback is formally captured and reported to management
? Ensure that client requirement is understood appropriately by internal delivery teams and manage timely closure of all deliverables
? Responsible for 1st level client escalation handling, resolution and documentation
? Responsible to deliver a high level of customer satisfaction (C-SAT) throughout the contract journey
? Work with the Finance team to ensure timely and appropriate client billing

People Management

? Manager utilization of all resources assigned to the contract
? Ensure the contract is appropriately staffed by raising timely resource requests
? Conduct interviews, on need basis, to on-board required internal and external resources for the contract
? Coach and mentor resources assigned to the contract
? Ensure all resources are appropriately trainedskilled to deliver the contract objectives effectively
? Create an effective Knowledge Transfer framework to ensure seamless handovers and onboarding of new resources
? Maintain all essential documentation required for effective knowledge transfer and handovers
? Responsible for Performance Management of resources assigned to the contract goalKRA setting, ongoing performance reviews and documentation, conducting appraisals, assigning performance ratings
? Responsible to all matters relating to pastoral care, ie holidays, sickness, etc

Service Contract Management

Be the face of Invenio to the client in all matters, and respond professionally and promptly
Delivery of the support service to the contracted service level and targets
Delivery of small change Change Requests within contracted delivery timelines and standards
Delivery of all contracted ITIL disciplines within the defined standards and targets
Provision of a fully staffed team sufficient to meet the support demands of the client
Management of the team to also respond to peak periods within the client business model
Be the point of contact for all Service queries and escalations relating to the client, alongside timely responses
Timely communication, both internal and external, of any threats or failures within the service provision
Management and delivery of all expected customer communications and reports, to the required standard and on time
Chairing the regular Service meetings with the customer stakeholders ensuring that all required areas are represented fully, and with trending and improvement analysis applied