*responsibilities*:- service design, implementation & testing- service take-on- service stabilization or hyper care- operational service management- customer relationship management- contract management- aws cost management- service level management- service escalation management- service automation- service improvement- devops deployment- develop and manage the execution of meaningful operational readiness tests; - develop comprehensive service delivery reports with a keen eye on what it is that makes this service special for the customer; - service take-on- obtain existing technical design and service documentation, including with regards to any custom and bespoke tooling in use at the customer; - service stabilization or hyper care- define criteria as a quality gate for transitioning from project into stabilization or hyper care support; - run daily and weekly stabilization sessions, ensuring critical items are identified and resolved; - define criteria as a quality gate for transitioning from stabilization into bau support; - manage to achieve compliance with the stable state criteria as fast as reasonably feasible; - operational service management- task and issue manage your assigned service delivery team; - build an excellent, open, and supportive team spirit; - customer relationship management- build and maintain a critical friend and trusted advisor relationship with key stakeholders at the customer; - ensure a good understanding of the customers' critical business processes and any sap related process performance and bottlenecks; - contract management- ensure adherence to the contractual terms and scope; - drive down (all) cost in a pro-active manner through all possible means; - initiate contract change control when and where required; - aws cost management- together with the aws financial controller, ensure reporting of and adherence to established budgets; - identify opportunitiesfor cost reduction and pro-actively engage with the customer on implementing those opportunities; - ensure strong governance and change control on aws cost and cost drivers; - service level management- ensure service levels reflect what is important to the customer; propose and implement additional service levels if that is required to drive value to the customer; - ensure adherence to service levels; identify and implement areas for improvement; - service escalation management- act as escalation manager in the resolution of p1's and p2's; - write and ensure delivery of major incident reports; - service automation- develop and project manage the customer service automation plan; - ensure consistent costreduction through automation; - ensure service automation tools are optimized for efficiency; - service improvement- develop and project manage the customer service improvement plan; - devops deployment- develop and project manage deployment of devops for the customer*qualifications*:in addition to being fluent in 'sap speak', a good understanding of itil processes and terminologies is important, as is a level of affinity with infrastructure management, data lifecycle management, and solution manager.- you are innovative - you are happy to challenge established patterns in the industry if they do not make sense to customers; you are able to put yourself in the shoes of your customers and observe what we do from their perspective; you keep abreast of developments and know when to introduce them to your customers; - command authority naturally - you don't need borrowed power to enlist the help of others - you just know how to do it - you are optimistic and are viewed in a favorable light and are valued by the organizations you work for; - possess quick sifting abilities, knowing what to note and what to ignore - the latter is more important since there's almost always too much data, and rarely too little; ignoring the right things is better than trying to master extraneous data; - ask good questions andlisten to stakeholders - great project managers don't just go through the motions; they care about communication and the opinions of the parties involved and they are sufficiently self-aware to know how their communication is received by those stakeholders; - do not use informationas a weapon or a means of control - you communicate clearly, completely, and concisely, all the while giving others real information without fear of what they'll do with it.- exercise independent and fair consensus-building skills when conflict arises - but you embrace only as much conflict as is absolutely necessary, neither avoiding nor seeking grounds for control of a particular project segment; - look forward to going to work - you believe that service delivery management is an exciting challenge that's critical to our success: you view service delivery management as a career and not a job, and you treat it so by seeking areas for change, improvement, and additional training and education