Service Delivery Lead

Job Function: Software & Cloud Services Why SoftwareONE?:
Hear firsthand from SoftwareOne APAC leaders as they unveil our exciting business and growth plan, spill the beans on our hiring initiatives, and reveal why joining SoftwareOne is a game-changer. Join us now and be part of our incredible journey.

The role:
**Core Accountabilities**:

- Ensure customer adoption and usage of SoftwareONE platform, solutions and services for SAP.
- Responsible for achieving high customer satisfaction feedback on all delivery related activities.
- Act as a single point of escalation within customer organization for troubleshooting and resolving issues and/or problems arising from delivery-related account activities.
- Identify new sales opportunities through relationship developed with end customer delivery teams.
- Ensure contract obligations are known and delivered.
- Provide governance of offshore delivery activities to ensure KPIs are met and customer experience is outstanding.
- Financial management for all named accounts, including forecasting, reporting and delivery against sold margin.
- Working with the regional Delivery Centre Leads and Product Owners, recommend and introduce efficiencies that will increased value for the customer and reduce cost of delivery year on year.
- Actively work with the Solution Specialists to solution and estimate net new SAP Managed Services opportunities.
- Understand interdependencies between technology, operations and business needs.
- Demonstrate a functional acumen to support how solutions will address client goals while maintaining alignment with industry best practices.
- Positively contributing to our customers IT operations strategy and cloud transformation journey.
- Management and co-ordination of engagement resources and activities both at the client site and remote - spanning both Service Request and Incident processess.
- Provide leadership and guidance for the offshore account delivery team that will create greater insights to local customer business requirements.
- Ensuring service level, service progress, service enhancement and service opportunity reporting is provided at the highest quality, whilst creating an sense of continuous service improvement and innovation.
- Control and actively manage service risks ensuring mitigation strategies are in place and visible to your customer and SoftwareOne.
- Represent your customer internally within SoftwareOne whilst standing for their success and driving the organisation to exceed expectations.
- Ensuring service delivery onboarding meets and/or exceeds the value proposition of the service whilst also maintaining a buoyant customer interaction which can support future business opportunities.

**Job Specific**:

- SAP technology including SAP Basis, NetWeaver & S/4HANA.
- Ability to manage the operations of SAP deployed on cloud.
- Strong communication, analysis and customer service skills including the ability to lead up, across and down multiple business and technology.
- Proven ability to in a problem-solving environment demonstrating teamwork, innovation and implementation discipline.
- Build and maintain relationships by engaging customer business leaders to establish credibility, solve problems, build consensus and achieve objectives.
- Excellent interpersonal, rapport/relationship building, proactivity, business acumen skills.
- Self-motivated, with the ability to quickly adapt to change and competing demands.
- Experience in successfully leading offshore teams to provide outstanding customer outcomes and service.
- Strong evaluation skills to be able to quickly judge what is and is not within a reasonable customer request for service whilst diplomatically bringing unmet customer needs to sales.
- Strong experience presenting to executive and senior management sponsors with demonstrated communication skills; both written and verbal with technical and non-technical audiences.
- Experience influencing and gaining buy-in from customer sponsors, team members, stakeholders and peers.
- Team-building skills with technical and non-technical staff.
- Experience working both independently and in a team-oriented, collaborative environment.
- Flexible with proven ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
- Adept at conducting research into technology and service-related issues and industry practices.
- Knowledge of ITIL and ITSM frameworks for both practicality and best pratice.

What we need to see from you:
***
**Technical Skills**:

- 5+ years of experience working in the SAP industry and an IT Service Provider environment with customer business stakeholders within a cross-functional matrix environment
- 3+ years of project management or service delivery experience, including tracking and planning delivery
- 3+ years of previous experience with gathering requirements from the client / business
- SAP and ITIL certification
- Maintain and acquire rele