Service Delivery Manager – Applications Support
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Job Location:
Austin, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
Service Delivery Manager Applications Support
Location: Austin TX
Hire Type: Contract
Location: Austin TX
Hire Type: Contract
Must-haves:
Strong understanding of SAP landscapes modules and integration (ECC/S4HANA/BTP/Fiori/PI/PO/SolMan).
Knowledge of SAP Basis fundamentals (system monitoring transports performance user/security).
Familiarity with SAP AMS (Application Management Services) processes.
Good understanding of ITIL framework (Incident Problem Change).
Ability to interpret SAP SLAs KPIs and service dashboards.
Experience coordinating with SAP functional & technical teams (ABAP Basis Functional Consultants).
Exposure to SAP Cloud (BTP) integrations and hybrid environments (optional but preferred).
Strong understanding of SAP landscapes modules and integration (ECC/S4HANA/BTP/Fiori/PI/PO/SolMan).
Knowledge of SAP Basis fundamentals (system monitoring transports performance user/security).
Familiarity with SAP AMS (Application Management Services) processes.
Good understanding of ITIL framework (Incident Problem Change).
Ability to interpret SAP SLAs KPIs and service dashboards.
Experience coordinating with SAP functional & technical teams (ABAP Basis Functional Consultants).
Exposure to SAP Cloud (BTP) integrations and hybrid environments (optional but preferred).
Role Description:
Service Governance Run cadence (weekly/monthly reviews) track SLAs/OLAs KPIs compliance and audit readiness.
Customer Management Primary point of contact handle escalations CSATNPS and relationship health manage communications and expectations.
Operations Oversight : Ensure effective Incident/Problem/Change management major incident handling (MIMBRidge) root cause and preventive actions.
Delivery Management : Coordinate crossfunctional teams vendors and third parties manage capacity demand and workforce planning.
Continuous Improvement : Drive automation shiftleft process optimization and cost reduction initiatives maintain a CSI register.
Financial Management : Own budgets forecasts invoicing variance analysis and margins for the service portfolio.
Risk Compliance : Maintain risk register DRBCP readiness security and regulatory adherence (e.g. ISOITIL controls).
Reporting : Publish dashboards service performance reports and executive summaries.
Contract Scope : Adhere to SOWMSA manage change requests and control scope.
Service Governance Run cadence (weekly/monthly reviews) track SLAs/OLAs KPIs compliance and audit readiness.
Customer Management Primary point of contact handle escalations CSATNPS and relationship health manage communications and expectations.
Operations Oversight : Ensure effective Incident/Problem/Change management major incident handling (MIMBRidge) root cause and preventive actions.
Delivery Management : Coordinate crossfunctional teams vendors and third parties manage capacity demand and workforce planning.
Continuous Improvement : Drive automation shiftleft process optimization and cost reduction initiatives maintain a CSI register.
Financial Management : Own budgets forecasts invoicing variance analysis and margins for the service portfolio.
Risk Compliance : Maintain risk register DRBCP readiness security and regulatory adherence (e.g. ISOITIL controls).
Reporting : Publish dashboards service performance reports and executive summaries.
Contract Scope : Adhere to SOWMSA manage change requests and control scope.
Role Summary: Own end-to-end delivery of IT managed services for assigned customers or business units ensuring SLAs/OLAs are met service quality is consistent and continuous improvement is driven across incidents problems changes capacity and financials.
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
