*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 opportunities for 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 cost reduction 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 and listen 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 information as 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