ADM Service Delivery Manager (SAP)

Job Description

SAP Senior Service Delivery Manager

Capgemini provides end to end Application Managed services (AMS) enabling the Customer digital journey by performing operational excellence (quality & costs) and transforming to deliver high business value products.

Direct report to the Delivery Executive, we expect the Service Delivery Manager to:

• Be responsible of the overall engagement in terms of budget, Customer satisfaction, contractual compliancy, service continuity, team members motivations, respect of qualitative & timely delivery

• Be the Customer Single Point of contact for AMS Services subjects

• Manage the activities in accordance to the agreed commitments

• Evaluate engagement risks, identify and execute risk mitigation actions

• Conform to the engagement prioritization, identify & assign resources on service activities

• Drive- End-to-End the problem, change, release, capacity, performance management and reporting

• Define the releases scoping & planning in collaboration with the Customer & according to its Business priorities.

• Provide consolidated management reporting to the Customer and Capgemini on the services performance.

• Prepare, present & report steering committee

• Manage budget aspects and report. Drive overall margin improvement

• Plan and supervise the execution of Capgemini & 3rd parties quality reviews

• Manage continuous improvement of the service team

• Manage the evolution of the Service Quality Plan & SLA

• Inform all staff of relevant templates, guidelines, process and best practices to be used in the Services

• Play a key role in add on sales with Sales & Delivery Management team.

• Contribute to the implementation of the transformation roadmap

The candidate must have relevant experience in application management domains: 7-10 years is a minimum and, should be ITIL certified.

SAP experience is required.

Personal skills :

• Leadership
• People manager in heart
• Customer & service oriented
• Qualitative Results driven.
• Make it happen, specifically in critical & difficult contexts.
• Pro-active
• Positive thinking.
• Strong communication skills: to manage steering committee & customer daily contacts
• Accurate, reliable, assertive, structured.
• Able to keep the overall view and to dig easily into details when needed
• Able to work under pressure and able to manage multiple tasks
• Able to manage & report to Steering committee level.
• Able to evolve higher role as Delivery Executive in 2 years time.

Dutch & French speaking with good knowledge of English