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Service Delivery Manager - UK - Job Opening

“SDM (Service Delivery Manager) role is accountable for the delivery of Managed Services for SAP Solutions for AG’s clients. It is a prominent role acting as ‘the bridge’ between the client and AG’s operational delivery teams on a daily basis.

Service Delivery Manager - UK - Job Opening

Key Responsibilities @ AG

The key responsibilities of the SDM are provision across all areas of services including:
•    Incident, Service Request and Problem management
•    Service Level Management,
•    Release management,
•    Change Request Management,
•    Predicting and tracking of service risks and issues,
•    Contract and change management,
•    Continual service improvement and customer satisfaction,
•    Measure and keep track of operational service performance, responding accordingly,
•    Drive Patch and Vulnerability Management across the estate, maximising our overall security posture,
•    Contribute to daily, weekly, and monthly Service calls,
•    Internal financial management of assigned accounts
•    The SDM is a key role in ensuring the highest level of operational service delivery
•    You will understand the client solutions at the appropriate level and the services we provide in detail, ensuring you are able to act as a trusted consultant in terms of; the service model; levels of service we provide; on service risks and issues and will be able to handle service impacts with confidence.
•    You will maintain a forward view of the service and of any service changes enabling service risks and issues to be managed and delivery to plan.
•    You will provide meaningful and regular formal updates to the client, demonstrating the services in a measured way, you will also ensure the conversation is two ways so that risks, issues and opportunities are surfaced.
•    You will also provide internal reporting ensuring that senior management are kept informed of how the services are being delivered, how it is being received, commercial tracking, all R&I are being managed and there are no surprises.
•    You will be a strong communicator, influencer, and facilitator.
•    You will demonstrate the ability to maintain a level head under pressure and keep focus.
•    You will be an advocate of process, change and people and be driven for improvement. “
•    Complete the necessary training regarding ISO 9001, 14001 and 45001 and be continually engaged via their work and be more focused and integrated with helping the company achieve ISO standards of 9001,14001 & 45001 .
•    Strive to be aware of processes and procedures to fulfil and adhere to requirements as required under the ISO 9001, 14001 and 45001
•    Responsibility for reporting, monitoring measurement, nonconformity and corrective action with regard to ISO 9001, 14001 and 45001

Skills and Qualifications:

•    Degree/HND educated with an ITIL Foundation or PMP qualification preferably
•    Proven track record supporting SAP environments as an SDM.  
•    6-8 years’ Service Delivery in an SAP environment with management responsibilities
•    Exceptional organisational and communication skills is required together with proven leadership capabilities
•    An understanding of the SAP environment with appreciation for SAP modules SAP PM, FICO, PS, SCM, MM, Basis and ABAP  
•    Adaptability and flexibility – willing to work on a variety of projects and perform in multiple roles.  
•    Personal Drive- Will be able to demonstrate being self -directed, resourceful and creative; Able to manage own time and work autonomously with drive and enthusiasm.
•    Communication- Excellent written, verbal and presentation skills. – 
•    Planning and Organising- Demonstrable experience of managing tasks and deadlines with the ability to resolve conflicting priorities.
•    ITIL /PMP Accreditation

•    Based on profile, expertise & exposure
Interview Process at AG

The right candidate will be identified post the below-mentioned interview rounds:

•    Round 1: HR/Technical Interview - To identify/cross-check professional & personal details
•    Round 2: Director rendezvous – Directors confirm if the candidate is a good fit for AG

The candidate will be asked to complete AG’s Application of Employment Form after successfully completing Round 2. 

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