SAP Service Delivery Lead - Senior

SAP Service Delivery Lead - Senior
United Kingdom

Job Description

SAP Service Delivery Lead - Senior

Velocity Technology Solutions is expanding and is adding an experienced SAP Service Delivery Lead - Senior to join our dynamic and highly successful team. We are currently interviewing for an experienced Senior SAP Service Delivery Lead for our global team. Velocity offers Cloud services across public, private and hybrid cloud environments and is an Advanced AWS partner.

Objective:

Ideal candidate will be responsible to manage and coordinate customer service requests and problem resolution activities among multiple teams (including the customer, and vendors). This individual will lead service delivery across one or more customer engagements, including process improvements to ensure high quality of customer service

Responsibilities:

  • Provides professional expertise in the development and modification of SAP applications and associated bolt-on applications. Work well with Functional and Technical consultants, customers and project team members to help support detailed program and technical specifications

  • Responsible for initial triage of issues, and work with additional team members to test, debug and provide workarounds as necessary and document appropriate functional and SDLC processes

  • Proactively work with team members on Identification and resolution of SAP systems errors

  • Monitoring and communication of issues and conducting status meetings with customers

  • Proactively manage health of customer’s applications, databases, and integration infrastructure

  • Facilitate and lead the resolution of application, database and infrastructure issues; be responsible for ensuring resolution of customer tickets; Interface with infrastructure team to resolve issues

  • Lead initiatives that drive down the rate of Incidents reported; collaborate with QoS on standard processes; Drive technical resolution of problem management, RCA, and chronic issues.

  • Review all changes for Customer portfolio; directly oversee complex changes

  • Support customer meetings by having tickets updated and sharing updates ; raise scope issues to CPM to resolve

  • Actively work on improving overall customer satisfaction

  • Performs other duties as requested

Job Requirements

  • 8-10 years of SAP experience or SAP Managed Services

  • Prefer experience in SAP Implementations, upgrade, retrofitting and support projects on multiple versions

  • College degree in a computer or business-related field and at least five years call center experience

  • Solid working understanding of technical issues such as computer hardware and peripherals, Internet connectivity, PC operating systems, basic networking and SAP applications

  • You must ensure that compliance with data protection legislation under the DPA, EU GDPR, any other ​applicable ​data protection legislation​.​

Please submit your resume to kylie.allen@velocitycloud.com

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