Sap Service Delivery Manager
- Tech Mahindra
- 9 - 14 years
- Bengaluru
- 3 months ago
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Job Description
Roles and Responsibilities:
- Overseeing Service operations of all support teams.
- Prioritizing issues/tickets based on their severity and impact and capacity planning.
- Manage and resolve escalations
- Ensure team follows best practices and maintain service level agreements
- Maintaining strong working relationships with key stakeholders and business users
- Exceptional problem-solving and decision-making abilities.
- Monitoring service metrics, analyzing customer feedback and addressing any gaps or areas for improvement.
- Creating Service Now dashboard and creating monthly SLA reports and driving Service review governance meetings with customers
- Managing new onboarding of Support teams
- Developing and implementing service strategies to meet customers needs and improve service quality.
- Collaborating with internal teams to find appropriate solutions
- Collecting and assessing feedback from customers and clients to identify areas of improvement, and incorporating their feedback into daily operations
- Collaborate with customer technical, product and business teams to establish long term service plans.
- Understanding the Company services, products & business process
- Drive continuous service improvements across the portfolio, propose, implement and track ROI.
- Drive AI ops implementation to improve service efficiencies.
Skill Requirement:
- Minimum of 10 years exp in Service Management & ITIL Certified
- Basic Understanding of SAP ERP - Logistics Module
- Tools - Service Now, MS Office, Veeva, SAP
- Strong Understanding of ITIL concepts (Incident, Change, Problem, Request Management)
- Pharmaceutical Experience is preferred.
- Good Communication Skills
- Handling Customer Escalations
- Good Collaboration with external stakeholders
- Strong Leadership and team management skillsRole & responsibilities
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: ConsultingRole Category: IT ConsultingRole: IT Consulting - OtherEmployement Type: Full timeContact Details:
Company: Tech MahindraLocation(s): Bengaluru+ View Contact
Keyskills: SAP Service Delivery Service Management
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Tech Mahindra
Tech Mahindra Limited is an Indian multinational provider of information technology (IT), networking technology solutions and Business Process Outsourcing (BPO) to the telecommunications industry. Tech Mahindra is a US$4.2 billion company with over 117,000 employees across 90 countries. It provide...
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