SAP Service Delivery Manager

7 months ago

Sydney, Australia DyFlex Solutions Full time

DyFlex is an established SAP Platinum Partner with offices across Australia. We are recognised as a leader in our area of SAP expertise. We deliver fit for purpose SAP solutions and our services range from greenfield and brownfield implementations, change management to ongoing AMS services and support. Recently, we have been awarded Partner of the Year for SAP S/4HANA Cloud, public edition ANZ and SAP Australia Partner Excellence Awards for Move to SAP S/4HANA.

Service delivery is a key function for our business to execute and deliver SAP solutions service and change requests as well as projects across a diverse range of industries. You will contribute to our practice business strategy and direction, ensuring that objectives as well as business goals are met.

**Tasks and Responsibilities**:

- To project manage the execution of single and multi-disciplinary SAP service requests and small projects for the East Coast including service and project planning, tracking, and oversight to ensure customer requests are completed on schedule and within budget
- Prepare and monitor task schedules and timelines resulting in an on-time and on-budget delivery to our customers
- Manage, interact with and if necessary direct all relevant project and support consultants to ensure all client's expectations are met.
- Manage the processes associated with an effective and functional document control system including but not limited to Project Management hand-over, Service Delivery timelines, Administration, Documentation, Customer Support and Project Closures
- Facilitate regular aggregated internal Project and Service management progress reporting
- Liaising and negotiating with all relevant BPOs of our customers about contractual requirements
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary

**Skills and Experience**:

- Proven experience of at least seven years in the delivery of small to medium scale, complex IT projects in the SAP environment
- Demonstrated experience managing a service helpdesk in the SAP domain performing planning, tracking, and oversight to ensure deliverables are completed on schedule and within budget
- Experience working with productivity and methodology tools that increase project efficiency and effectiveness
- Experience working with techniques and approaches related to the architecture, development, integration, and deployment of project and service phases
- Exemplary communication, time-management, analytical and problem-solving skills to interact with all relevant stakeholders
- Good human relations and leadership skills to train, guide, motivate and mentor the work of project personnel
- Mastery of ITIL (Information Technology Infrastructure Library) process including knowledge of escalation procedures, incident management, and other disciplines related to service delivery

We can offer work on some of the most interesting SAP projects giving you the opportunity to expand your skillset, grow and develop with our organisation working with a great hands-on team.

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