SAP Service Delivery Lead

Job Description

Job Description:

Description:

As an SAP Service Delivery Lead, he/she should understand business processes of Airbus SAP landscape and possess a comprehensive understanding of the customer's business, goals, and challenges to offer innovative solutions and recommendations. Your area of responsibility will extend to service quality, service availability, and operational capability in conjunction with relevant processes and performance management.

The candidate will join the spares & services team providing digital solutions to manage business processes throughout the Airbus group wide. As such, he/she needs to have a strong customer focus.

The candidate will work in an international, distributed and multi-functional team.

Qualification & Experience:

• Graduate with 8-10 years of experience in SAP functional area with at least 3-4 years experience as SAP Service delivery lead.
  
• Possess strong communication skills for managing stakeholders and daily customer interactions.
  
• Good understanding of SAP ERP, functional and/or technical SAP application knowledge.
  
• Knowledge of industry trends, business strategies, and SAP’s strategy and service portfolio.
  
• Knowledge and experience with SLA’s, OLA’s, and Contracts in insourced or outsourced environments.
  
• Act as a focal for L2 and L3 teams and oversee the management of operations, deliverables to have better efficacy.
  
• Collaborate with the functional resources of the L2 and L3 teams in terms of planning, demand management and the prioritization of work.
  
• Strong service management experience with good awareness of ITILv4 is desirable.
  

Responsibilities

• Responsible for overall engagement management including customer satisfaction, compliance, service continuity, team motivation, and timely delivery.
  
• Act as the Business Single Point of Contact for AMS Services topics.
  
• Strong management background with the ability to manage demanding customers and challenging suppliers fairly and effectively
  
• Service Delivery Lead will work closely with the Service Delivery Manager regarding service performance for their own functional area, agreeing action plans with the AMS functional team, as required, to help prioritize incident backlog, reduce Problem backlog and develop demand plans for the delivery of service requests, maintenance requests and enhancement requests.
  
• Significant experience of delivering operational IT support services in a highly integrated, multi-application environment with multiple stakeholders
  
• Responsible for Management of service delivery performance and compliance through agreed metrics and Service levels.
  

Success Metrics

Success will be measured in a variety of areas, including but not limited to

• Consistently ensure the on-time delivery and quality (first-time-right) of the projects
  
• Bring innovative cost effective solutions
  
• Achieve the customer satisfaction
  

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:
Airbus India Private Limited

Employment Type:
Permanent
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Experience Level:
Professional

Job Family:
Digital

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