Service Delivery Manager

Engagement Type: Management & Support

Description: Seeking a Service Delivery Manager to supervise in the delivery of mission and business-critical application services with internal customers.

Minimum Years Experience: 5 Years

5 Key Skills Required:

– 5+ years of professional experience developing and leading a team of technical professionals.
– Leadership experience in a 24×7 operation supporting enterprise software and systems.
– Proven experience working with cloud-based and on-premises supply chain, ERP, e-commerce, and customer support platforms.
– Oracle Fusion SCM/ERP expertise strongly preferred.
– Experience working with cross-functional stakeholders at all levels to communicate issues while balancing business expectations.

5 Areas of Responsibility:

– Own the end-to-end application support scope of work, including planning, organizing, scheduling, and supervising the day-to-day support activities, e.g., troubleshooting, customer service, approvals, and configurations.
– Develop and manage the application support team by building strong relationships and driving active engagement.
– Engage proactively with leadership to develop strategic plans, identify and solve problems, and effectively manage escalations.
– Continuously monitor, measure, and report the application support team’s performance, ensuring the team is performing at its dimensioned capacity and according to defined SLAs.
– Coach and assist with training of all L1 and L2 team members to ensure the highest levels of customer satisfaction and collaborative working.

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