Service Delivery Manager
il y a 6 jours
**Requisition ID**: 47639
**Domain**: Project Managers/IT
**Contract type**: Permanent
**Schedule**:
General overview
Equans have created a single, global, **ERP Shared Line of Service (SLS)** with 2 operating domains covering strategic ERP vendors and products, SAP, and Microsoft Dynamics, to lead the way in leveraging and adopting new technologies, tools, techniques, or practices to support and promote the use of ERP systems to extract the maximum value and return on investment.
Its focus is on supporting the business and its users with its strategies, goals, and objectives (a value partner), building an Equans ERP community, providing thought leadership, strategy and direction with aligned roadmaps and templates. Establishing security standards, governance, promoting best practices and providing Strategic Programme / Project Governance and co-ordination.
Reporting to the Head of Operations, you will be **responsible for the onboarding (transition) of new customers** into the service and working collaboratively on the continual evolution of the service and ultimately **managing both external Service Delivery** into Equans via strategic partners and vendors, and the corresponding Service Delivery to the SLS customers.
You will have the opportunity to work on a range of **exciting new initiatives across diverse country / business sectors** and this role is key to delivering the strategic objectives of the ERP Shared Line of Service. This will include the opportunity to utilise your skills and experience to continue to shape and influence the future direction and strategy of the SLS and the use of ERP globally within Equans.
You will be part of a **dedicated team of ERP professionals** that offers on-going **development and career opportunity**, and we are looking for an individual who has thorough but practical experience, passion and someone who strives for excellence who can promote a culture of continual motivation in a high demanding environment.
We offer a flexible working environment although some periodic multiple country travel will be expected.
Purpose of the Job
- Onboarding new customers into the service including the ‘pre-sales’ activities in relation to ‘bringing the service to life’
- Managing global strategic partners in relation to Service Delivery (run partners) and setting up
- Contribution and joint responsibility for administering existing and formulating new processes, policies, and procedures (SLS ways of working) in relation to the operational running of country / entity SAP systems.
- Working with multiple global entities in different countries to embed the Service as part of the overall Operating Model.
- Operating and managing the service delivery in a subsequent ‘run mode’ with 3 principle external delivery partners as part of a complex RACI.
- Managing a team of functional analysts / domain leads as the service matures and our service offerings expand.
- Identifying key areas for evolution and continuous improvement of the service and ultimately supporting the Equans transformation and convergence strategy towards future and strategic ERP products.
- Build strong global networks and relationships within the Equans ERP community and the wider IT and business.
- Periodic European and International travel to both customers and partners to support relationships and service delivery.
Key Responsibilities
- Global Customer Support & Success
- Customer demand management and customer relationship management (Business and IT)
- Working collaboratively with the team to develop strategies and global compliance on areas like Cybersecurity, Disaster Recovery, Change Management, testing, and user management to mitigate risk, and protect business critical activities.
- Governance & Management
- Supporting the Head of Operations in identifying areas for service improvement and subsequent contract change management processes.
- Chair or attendance (as required) to governance meetings in relation to the ERP SLS, including but not limited to; Innovation and CSI Committees, Service Delivery Reviews (Global and Regional), Operational Reviews (Regional), Customer Satisfaction Reviews (CSE).
- Management of the global Crisis & Escalation Management process.
- Technical Function
- Overall management and co-ordination of routine disaster recovery planning and testing on behalf of multiple Equans countries / entities.
- Finance Function
- Ensuring service delivery operational costs are controlled and in line with budget.
- Managing the financial ‘on demand’ aspects of the service including ensuring appropriate local approvals are secured.
Key relationships:
- External strategic AMS and TMS delivery partners (multi geography).
- External Application Vendor (SAP)
- Internal (multiple entities in different countries
- Local Service Delivery Managers / Leads
- Local IT Heads / Business Stakeholders
Knowledge, Skills, and Experience
- ERP Products and Ecosystems
- Thorough and det
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