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Service Delivery Manager

Mission Statement:

We are looking for a Service Delivery Manager who will be managing or performing work across multiple areas of an organization’s overall IT Platform/Infrastructure including analysis, development, and administration of IT Systems Software, Hardware, and Databases.

Your Responsibilities:

  • Manage the Service Delivery or RUN operations along with services of external RUN partner.

  • Ensure that services are delivered with requisite quality, within schedule and budget.

  • Manage the service delivery and SLA inclusive of escalations.

  • Monitor all support activities.

  • Ensure timely response to reported issues, prioritization and assignment of resources to address issues.

  • Monitor all implementations, updates and coordinate downtimes.

  • SPOC for all support related escalations and downtimes.

  • Drive team to achieve process SLAs/ metrics - productivity and quality targets within the established timelines.

  • Develop and maintain formal processes for the services, support processes and SLAs inclusive of L2 and L3 tickets.

  • Establish process, tools, standards and checklists to effectively manage the service delivery and to carry out effective stake holder management.

  • Support the effective delivery of the IT service organization in line with available budgets and appropriate timescales.

  • Play a central role in conjunction with SAP CoE service delivery team, vendor service manager and other stake holders, in ensuring continuous service delivery as per defined SLAs.

  • Track SLA KPIs and work to ensure they meet specified targets.

  • Introduce process improvements, tools and technologies for ongoing improvements.

  • Participate in processes for measuring effectiveness and assist in addressing any identified gaps in content or process.

  • Implement and maintain appropriate training competence.

  • Ensure that all training materials are precisely tailored to the target audiences.

  • Living Hitachi Energy’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your Background:

  • Master or Bachelor degree in engineering, Science, Commerce or Management.

  • Should have at least 5 years of hands-on experience in any of the SAP functional modules, ABAP or BASIS.

  • At least 5 years of experience in SAP Service Delivery is a must.

  • Work experience in large multinational companies having captive or managed services.

  • Should have worked and have good knowledge on ServiceNow and SAP Solution Manager.

  • ITIL certification will be preferred.

  • Experienced in managing complex and diverse stakeholders, and ability to effectively communicate with them.

  • Excellent presentation skills is highly desirable.

  • Strong negotiation and coordination skills.

  • Able to sort through complex issues and make timely decisions.

  • Ability to generate new ideas, challenge status quo, take risks, support change and foster innovation.

  • Proficiency in both spoken & written English language is required.

Location Bengaluru, Karnataka, India
Job type Full time
Experience Experienced
Job function IT, Telecom & Internet
Contract Regular
Publication date 2024-10-29
Reference number R0063011

About Hitachi Energy

Hitachi Energy is a global technology leader that is advancing a sustainable energy future for all. We serve customers in the utility, industry and infrastructure sectors with innovative solutions and services across the value chain. Together with customers and partners, we pioneer technologies and enable the digital transformation required to accelerate the energy transition towards a carbon-neutral future.

We employ around 45,000 people in 90 countries who each day work with purpose and use their different backgrounds to challenge the status quo. We welcome you to apply today and be part of a global team that appreciates a simple truth: Diversity + Collaboration = Great Innovation.