Service Delivery Manager (SAP Activate)

About the Role:

• Job Title: Service Delivery Manager (SAP Activate Certified)
• Location: Onsite - Petaling Jaya, Selangor
• Tenure: Permanent
• Experience: Minimum of 10+ years relevant experience
• Date of Joining: 2-week to 4-week

Company Description

Virtual Calibre Group is a subsidiary of Japan System Techniques Ltd (JAST), listed on the Tokyo Stock Exchange Prime Market. With operations across Asia and the Middle East, we provide SAP, Data Engineering, and Software Engineering Consulting Services, catering to various industry sectors. As one of the fastest-growing IT consulting providers, our offshore delivery approach is flexible and tailored to meet the specific needs of our clients.

Job Summary:

The Service Delivery Specialist is a seasoned subject matter expert, responsible for providing continuity in service and acts as an advocate for the client. This role supports the business by taking responsibility for overall contract management for medium to large complex client contracts and is responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts.

The Service Delivery Specialist may operate across multiple sites or Support Services offerings. They are the primary interface managing the services relationship between the client and the organization. This role owns the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.

The Service Delivery Specialist role is a chargeable service in the Uptime Proactive Support Service (PSS) option. They are responsible to perform client facing activities in service activation of Uptime Support Services, support and coordinate with GDC in service activation to ensure successful completion.

It is the responsibility of this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders

Key Responsibilities

• Performs client facing service activation activities and SAP
• Responsible for operations performance, including - Service Improvement Plans; Establishes, monitors and reports Service Delivery Reports; Escalation management and Reporting; Meeting management with clients and managing internal SAP VC Consultants
• Major incidents - scrutinizes adherence to process, recommends changes when SLAs are not met and works with larger delivery teams.
• Change Management – manages and owns all RoE changes.
• Provides assurance regarding the compliance of, and lifecycle management for, all contracted Services.
• Receives and manages change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations etc.
• Interfaces with internal contract management teams to normalize and execute change orders.
• Monitors client satisfaction and identify service improvement plans to address client’s satisfaction with the service.
• Ability to establish strong relationships with internal stakeholders and external clients.
• Excellent written and verbal communication skills.
• Highly analytical with good problem-solving skills and can use initiative to drive innovation.
• Ability to work well in a pressurized environment.
• Displays excellent persuasion and influence abilities.
• Passionate, strong initiative, self-driven with commitment to succeed.
• Seasoned ability to manage budgets, resources, and timelines for service delivery projects.
• Seasoned proficiency in project management, including planning, execution, monitoring, and project delivery.
• Assertive in approach with proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service delivery.

Academic Qualifications And Certifications

Relevant bachelor’s degree or equivalent in Information Technology or Business Administration or related field.

• ITIL Certification, such as ITIL Foundation or higher-level certifications.
• Agile and Waterfall Methodology
• SAP ACTIVATE certification is a must
• Client Relationship Management certification desirable.

Relevant Experience:

• Seasoned demonstrated 10+ years of experience in SAP service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider.
• Seasoned background in delivering SAP IT services, managing SAO IT projects, and understanding the SAP IT service lifecycle.
• Seasoned experience in managing client relationships, understanding client needs, and ensuring client satisfaction.