Service Delivery Manager

2 days ago

القاهرة, Egypt Envision Employment Solutions Full time

Envision Employment Solutions is currently looking for a Service Delivery Manager - Applications Support (SAP and Non-SAP) for one of our partners, a global leader in the chemical industry field.
**Job Summary**:
**Responsibilities**:

- 1. Incident and Service Restoration Management
- Ensure timely resolution of incidents and restoration of services at L2-L3 levels.
- Diagnose and promptly resolve issues/incidents, communicating solutions to end-users.
- Act as the day-to-day support interface between end-users and Service Providers.
- Escalate tickets to SAP and non-SAP as necessary and follow up until resolution is received from vendors (L4 in SAP, EKA, Sphera).
- 2. Problem Identification and Resolution
- Maintain a well-managed queue of problems, including triage and implemented solutions.
- Release Management: Manage the Basis Analysts responsible for SAP system administration, release management, maintenance, performance tuning, and upgrades.
- 3. Team and Resource Management
- Oversee Basis Analysts responsible for SAP system administration, release management, maintenance, and upgrades.
- Functional Module Leadership (WRICEFS): Provide strategic direction to a team of analysts specializing in SAP functional modules including FICO, MM, SD, PP, EPPM, ensuring efficient module operations, enhancements, and integrations.
- Provide strategic guidance to a team of analysts specializing in SAP functional modules (FICO, MM, SD-OTC, SF-Concur), ensuring efficient module operations, enhancements, and integrations.
- Supervise logical access management to ensure compliance with security policies, role-based access control, and user provisioning.
- Master Data Management (MDM): Lead MDM initiatives, ensuring data quality, consistency, and accuracy across SAP modules and related systems.
- Logical Access Control: Oversee logical access management, ensuring compliance with security policies, role-based access control, and user provisioning
- 4. Governance and Policy Implementation
- Work collaboratively with cross-functional teams to establish and enforce IT governance standards, policies, and best practices concerning SAP and non-SAP systems.
- Develop and implement comprehensive policies and procedures for SAP operations, ensuring adherence to industry best practices and organizational standards.
- 5. Performance Management and Improvement
- Define, track, and manage key performance indicators for the SAP CoE and functional modules, ensuring alignment with business objectives and driving continuous improvement.
- Provide guidance, mentorship, and performance management to a diverse team of SAP analysts, fostering a collaborative and results-oriented work environment.
- Key Performance Indicators (KPIs): Define, track, and manage key performance indicators for the SAP CoE and functional modules, ensuring alignment with business goals and continuous improvement.
- Continuous Improvement: Identify opportunities for process optimization, automation, and enhancement of SAP functionalities to drive efficiency and effectiveness.
- 6. Stakeholder Collaboration and Solution Delivery
- Collaborate closely with business stakeholders to understand requirements, align SAP and non-SAP strategies with business goals, and deliver effective solutions.
- Identify opportunities for process optimization, automation, and enhancement of SAP and non-SAP functionalities to improve efficiency and effectiveness.
- 7. Cloud Integration and Optimization
- Utilize cloud experience to drive cloud integration and optimization initiatives within the SAP and non-SAP landscape.

**Requirements**:

- Bachelor’s degree in computer science, Information Technology, or related field.
- Certifications such as ITIL Foundation, SAP Certified Application Associate, or relevant vendor certifications is a must.
- Skills:

- Leadership and team management.
- Incident management and problem-solving.
- Data analysis and reporting.
- ITIL framework and best practices.
- Problem-solving and decision-making.
- Excellent oral and written communication and stakeholder management.
- Automation and process improvement.

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