*This is full time opportunity for our client.
*SAP experience is must.
Key Responsibilities:
1. Operational
• Leadership and Management: Oversee a specialized delivery team that provides technology-specific services to a designated group of customers, ensuring alignment with overall service objectives and customer needs.
• Incident Management and IT Operations: Take charge of ensuring seamless end-to-end incident management, effective change implementation, and the smooth operation of ongoing IT services
• Service Delivery Improvement: Proactively identify, create, and implement initiatives aimed at enhancing service delivery, continuously seeking opportunities to improve processes and customer outcomes.
• Availability Assurance: Ensure that the team actively drives stability plans and implements corrective actions to reduce outages and incidents, maintaining a high level of system reliability.
• Capacity and Performance Planning: Oversee the development and implementation of capacity and performance plans to prevent potential impacts on customer infrastructure, ensuring scalability and efficiency.
• Cross-functional Collaboration: Collaborate effectively across teams and support functions to ensure a cohesive approach to service delivery.
• Crisis and Escalation Management: Be available for out-of-hours contact during Business Continuity Planning (BCP) situations or management escalations, ensuring rapid and effective resolution of critical issues.
• Customer Escalations: Address and monitor customer escalations as appropriate, ensuring timely resolution and maintaining customer trust and satisfaction.
2. People
• Adherence to HR Policies: Ensure compliance with local HR policies during the hiring process.
• Training and Development: Establish relevant training plans for team members to enhance their skills and motivate them to pursue industry-recognized certifications.
• Performance Management: Oversee the review process for employees, enabling effective management of team and individual performance.
• Mandatory Training Compliance: Ensure timely completion of standard mandatory training by all team members
• Team Structure and Resources: Adhere to span of control guidelines, ensuring the team is balanced and properly resourced to meet SLA and customer requirements.
• Career Development Communication: Promote awareness of the broad range of career opportunities within Company to help recognize the opportunities for career and personal growth within Company.
• Goal Setting: Ensure that goal-setting discussions are conducted with all team members.
3. Strategic
• Process and Tool Optimization: Ensure that teams are utilizing the most effective processes and tools to maximize delivery efficiency.
• Automation Implementation: Identify and capitalize on automation opportunities within your team, ensuring timely approval and commitment to automation initiatives. Support your team in embracing change and assist global automation teams in driving these initiatives to completion.
• Innovation Contribution: Contribute to the development of innovative ideas and principles.
QualificationsQualifications:
- Minimum of 8 years of experience in operations management or a similar role.
- Experience in the service industry with a strong understanding of the infrastructure services sector
- Proven experience in managing large teams and complex projects.
- Strong understanding of financial management, budgeting, and cost control.
- Excellent leadership, communication, and organizational skills.
- Ability to think strategically and execute operational plans effectively.
- Ability to work flexible hours, including nights and weekends, as needed.
