Service Delivery Manager chez apiphani

Job Description

The Service Delivery Manager is a key role in apiphani’s growing delivery organization. This person provides service delivery oversight for strategic clients. This role is client facing and works directly with clients as part of their day-to-day activities.

The role tasks include managing service and technical delivery of IT managed services including services like SAP, enterprise applications, Cloud infrastructure, Data and AI; they will serve as the primary customer interface for all delivery components of the technical solution.  The Service Delivery Manager builds and maintains strong client relationships and is considered a trusted advisor.

Job Duties

• Provide guidance and oversight of all infrastructure, application, ITSM, and IT services to complex client environments.
• Own the incident, problem, change processes; lead root cause analysis and drive corrective/preventive actions.
• Oversee IT staff, consultants, vendors, and suppliers to exceed with service levels, requirements, and milestones.
• Identify, plan, direct, and coordinate activities of designated projects to censure project deliverables are accomplished on time and on budget. Examples of project include upgrades, migrations, patching, DR testing.
• Manage coverage plan, ensure delivery stays within contracted entitlements, and oversee onboarding/offboarding and access controls.
• Maintain service risk register and a rolling Service Improvement Plan (SIP) if necessary.
• Builds customer relationships with the clear expectation to deliver follow-on business or identify opportunities within an account. Deals with difficult issues at the customer and finds win-win solutions for both client and Apiphani.
• Coordinate with Client Success Management team to identify emerging needs or growth opportunities.
• Coordinate with internal and external stakeholders to develop roadmaps.
• Report to management and leadership team key metrics, performance indicators, and progress updates regarding projects and clients.
• Maintain knowledge of new and changing technologies, techniques that provide the most competitive business tools that support the client business by attending seminars, conferences, trade shows, and education sessions, research, and educational courses.
• Manage and lead a team. Supervise, train, and mentor team members.
• Drive continual improvement in operations through optimization and automation.

Required Skills

• Minimum of eight years’ experience in enterprise application business system analysis, design, configuration, or in an area that provides in depth business knowledge.
• SAP Basis experience and Understanding of SAP best practice
• Cloud working knowledge of AWS, Azure
• Experience working with highly technical teams
• Self-motivated and able to work under pressure to deliver high-quality deliverables
• Experience with multiple enterprise application implementations, migrations, upgrades, or other large scale enterprise application projects.
• Bachelor’s degree or equivalent in a business or technology-related field.
• Experience in technology Consulting, Professional, or Managed Services.
• ITSM and ITIL knowledge and experience preferred.
• Proven record in managing contracts or large IT projects.
• Proficiency in project management tools (e.g., MS Project, Jira, Teams/Planner).
• Excellent communication, negotiation, and interpersonal skills.
• Strong leadership skills with a proven ability to motivate teams and drive results.
• PMP, PRINCE2, or similar project management certifications preferred, Agile experience a plus. SAP certifications are a plus. SAP Activate Certified or willing to attain Activate certification.
• Deadline and detail-oriented with ability to adapt and perform in a fast-paced, dynamic environment.
• Experience with ITSM tools especially SNOW
• Strong ownership bias.