Snr Spec: SAP IT Service Delivery at BCX

Core Description

• Responsible for co-coordinating the delivery of services into BCX – Application Solutions – SAP COE’s customers. Ensure long-term healthy client relationships, acting as the bridge between the client and the SAP COE operational delivery teams. Ensure the highest level of operational service delivery. Ensure services are profitable according to SAP COE expected margins.
• To manage and control the resources required to deliver the contracted services to clients (Internal & External) by being fully aware of the status of all services provided to the client as well as initiate interaction with the client for scheduled reporting, proactive incident, problem and change management, alerting/reporting and service status changes.

Key Deliverables / Primary Functions
Financial Management:

• Accurately verify billings to clients at all times
• Intermediate between SAP COE and the client on all billing queries expediting where necessary
• Continuously ensure the financial management of cost of sales and operational expenditure to achieve approved budgeted
• Perform monthly forecasting of cost of sales and operational expenditure

Client Relations and Satisfaction:

• Effectively build and maintain good relationships and interactions with clients and SAP COE division and personnel
• Continuously establish strong relationships within the SAP COE to ensure a supportive and trust-worthy relationship
• Constantly ensure that the solution delivery relationship from inception to completion of a service is maintained
• Continuously monitor the level of client satisfaction at regular intervals or after each significant delivery of product or service and respond to clients’ queries and complaints ensuring that, when necessary, corrective action is taken by SAP COE or by the client

Service Level Agreements

• Develop and negotiate Service Level Agreements (SLA’s) with the client communities based on the required service to be provided by SAP COE
• Continuously ensure that the third-party suppliers are managed by the respective SAP COE divisions unless if client specific suppliers are selected and managed by the client self
• Effectively initiate actions to bring contracts back into alignment

Service Providers

• Be an effective first point of escalation for any issues or problems raised by the client or SAP COE and arbitrate in situations of conflict
• Continuously ensure proper monitoring of the service provider agreements and initiate actions to keep them aligned

Service Delivery Planning and Control

• Always ensure that a catalogue of all available services is created and maintained, and that the structure of operational level agreements is fully defined by the mapping of services to users
• Take responsibility for command structure and escalation procedures at all times
• Continuously ensure that the operational level requirements of each client/user area are determined, and that cost-effective service level agreements are negotiated and signed

Service Delivery Management

• Continuously ensure that operational and service level agreements are aimed at meeting the business needs of the client by providing a value for money service, in terms of standards, quality, efficiency, safety, performance and cost effectiveness
• Supervise the SAP COE call environment – Cradle to Grave

Core Functional Skills & Knowledge

• Relationship Building
• Technology Consulting
• Business Acumen
• Business Negotiation
• Financial Governance
• Customer Experience Management
• Service Level Agreement (SLA) Management

Core Behavioural Competencies

• Adapting & Responding to change
• Delivering Results & Meeting customer expectations
• Working with people
• Coping with pressures & setbacks
• Applying expertise & Technology
• Leading and supervising
• Persuading and Influencing
• Job Match
• Culture Match

Minimum Qualifications

• NQF 7: 3 year Bachelors Degree in IT/Business/Commerce
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

• 7 to 9 years relevant experience in a Service Delivery environment, of which at least 3 years should be at management level
• The experience must include relevant exposure to the ICT sector and  within an SAP Consulting environment. . This exposure should include responsibility for managing services exceeding R3m revenue per month or managing projects with a revenue value exceeding R10m per annum.

Certifications

• SAP certified
• ITIL 4 Foundation preferred
• COBIT Foundation