SAP Director of Service Delivery Remote

About Company

Cognitus combines deep expertise with a passion for innovation to help businesses thrive in todays dynamic market. Our team of skilled consultants across 13 locations brings a wealth of experience across industries and functions empowering our clients with tailored solutions that drive growth and maximize value. As an SAP Partner we have access to the latest SAP technologies tools and resources enabling us to deliver cutting-edge solutions that help our clients gain a competitive advantage.

Join us today to drive growth innovation and success across an evolving business landscape!

Inviting Applications for:Director Service Delivery

Minimum Experience:15 years

Job Location:Remote or Dallas TX or Washington DC metro area travel upto 50%

Job Description - Duties and Responsibilities:

The Director Service Delivery is responsible for leading a team of Service Delivery Managers / AMS Managers who deliver Managed Services to Cognitus clients.

The Director Service Delivery will be responsible for executing the Service Delivery strategy methodology and delivery models for Managed Services accounts with assigned Service Delivery Managers / AMS Managers. The role is directly responsible for the delivery quality profitability and customer satisfaction of the work delivered to the Managed Services clients. In this role the Service Delivery Director will lead coach and mentor a group of professional Service Delivery Managers / AMS Managers whose primary focus is to deliver Cognitus Managed Services with excellence. The role will train and enable the organization to provide strategic insight to clients by understanding their business outcomes and developing relationships.

The leader will have a thorough knowledge of the Cognitus Managed Services operations Cognitus global/local solutions portfolio and industry trends. This role will be seen as a thought leader (internally and externally) as well as a change agent for transforming Managed Services client relationships.

He/She will also be responsible for ensuring that consistent standards and processes regarding Transition services delivery management and account engagement are followed. The Director will work to continually improve how we deliver services to our clients. He/she will manage team utilization priorities reporting performance metrics (SLAs/KPIs) billing service & business reviews coordinating project and support budgets resolving any conflicts and communicating upcoming demand outside of the direct account team. He/she will serve as an Executive sponsor on many accounts andensure that all strategic accounts have appropriate executive engagement and regular communications.

He/she will collaborate across the entire Cognitus organization locally and globally including Consulting Services Managed Services Solutions / Innovations and Operations. He/she will collaborate with the Sales Account Executive and Line of Business Management to develop and execute strategic account plans and goals.

Duties and Responsibilities:

A. Customer/Engagement Management

for maintaining and improving customer satisfaction and relationships

consistent Service Delivery Management Quality Assurance and Operational Excellence according to both Cognitus and client policies/procedures.

and ensure consistent customer Transition services and onboarding.

Maintain and insure adherence to Client Service Delivery Manual

as senior client escalation point

warranty SLA adherence and other client KPIs.

Monthly service reviews on account SLAs financials engagement and personnel status

- Drive client roadmaps account planning and development QBR and scorecards with Sales and Industry solution team. Provide internal KPIs on revenue retention and account growth objectives

- Identify and drive Cross-sell / Up-Sell opportunities in coordination with Sales

Management - Manage forecast and sell or influence recurring revenue stream. Maintain high level of renewal rates and reduce churn

Cognitus profitability on the account through adherence to estimates and services delivered

locally and globally with all LOBs involved with the account

and approve monthly invoice and billing (time and expenses)

B. Operational and Management Responsibilities

Develop and mentor a team of Service Delivery Managers / AMS Managers (up to 10 team members)

for proactively managing resource utilization including scheduling hiring interviewing and on-boarding new employees.

successful Transition / On-boarding plans for new clients and Employees

Operational Excellent for the team including proper Quality & Governance

of Management reporting (SLAs KPIs profitability customer satisfaction)

input into performance management process including reviews.

for identifying and driving growth of team members (as demonstrated through promotion training new skill development/delivery etc.)

plans for underperformers

will require Utilization component of up to 50% (variable based upon team size).

tasks of team management like time approvals etc.

and drive continuous improvement initiatives for the Managed Services Division

Support of QBRs and Steering committee meetings for some direct report accounts

C. Strategic Responsibilities

with Sales Cycles RFPs Contracts and SOWs for assigned clients

with Product teams and enable the Service Delivery team on Products and Solution offerings and identify up-sell and cross-sell opportunities

and Expand Managed Services Solution offerings

and drive Service Delivery strategic and improvement initiatives

awareness around customer success by working cross functionally with SAP industry and Product / Solutions Management Marketing Sales Global Managed Services and other key functions

awareness of cross-LOB initiatives that will impact delivery of Managed Services to the client (Projects Organizational changes etc.)

the Annual Customer Satisfaction Surveys

/ Support the ISO 9001 and 27001 Audits.

Internal Audits for Service delivery Accounts.

position and promote Cognitus in Industry Events Blogs Webinars etc ASUG TSIA LinkedIn etc

Position Requirements/Qualifications:

degree in information technology or related field of study

2.15 years of IT experience

3.12 years of SAP with support (client or supplier) experience (of which at least 5 years is Functional hands-on experience).

4.7 years of Service Delivery / Account Management

5.3 years of Leadership experience.

experience engaging with C Level executives.

Services and Project scoping estimating and planning experience

in Sales cycles for Application Managed Services.

functional and SAP S/4HANA expertise with an ability to talk at a medium to high level across the entire application

across multiple industries and/or business functions

written and verbal communication skills including a demonstrated ability to effectively deliver information at the C-suite/VP level

working with SAP current technologies (S/4HANA RISE and Public Cloud Cloud ALM) and partner products and able to learn new tools and software quickly

working with Global Delivery teams.

Preferred:

degree

Management certification

Framework understanding and knowledge ITIL V3 Foundations Certification or higher

4.3 years of Project Management experience

understanding of key technology and market trends.

in Rollouts Mergers and Acquisitions.

Benefits:

Competitive salary package.

Comprehensive health dental and vision insurance.

Retirement savings plan.

Generous paid time off and holidays.

Professional development opportunities.

Cognitus is an Equal Opportunity Employer committed to diversity and creating an inclusive environment for all employees.