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Service Delivery Manager - SAP Application Managed Services

NIMBL

NIMBL

Remote
Posted on Tuesday, February 21, 2023

Service Delivery Manager - SAP Application Managed Services

Department: Intelligent Enterprise - Internal Operations
Location:

Location: Remote anywhere in the United States

Enabling What’s Next

Who We Are
Established in 2004 as Techedge, with the addition of NIMBL in 2018, we have nearly 20 years of expertise that enabled us to become what we are today: Avvale! This path led us to have a presence in 11 countries with 3,000 Consultants worldwide.

What We Do
We partner with public and private companies to re-design their business models through the development of innovative and sustainable solutions. Our mission is to have a positive impact not only on our customers but the world we live in!

How we do it
Through circular economy models we are bridging the gap between sustainability and profitability.

What you’ll do on the team

As Service Delivery Manager you will support the Avvale Application Managed Services (AMS) customers, in charge of the day to day operations of service delivery. Avvale’s AMS team is responsible for providing a 24/7 customer support experience to SAP Customers. Success in this role requires someone who is a self starter and has a customer centric mindset; you will provide a high touch customer experience resulting in customer satisfaction, enhanced client relationships, and ongoing profitability of the services delivered to the clients while successfully navigating customer challenges to find solutions.

You will be responsible for:

  • Support SAP customers in their functional and technical system needs, by not only maintaining their systems but through making recommendations for ongoing improvements and enhancements to improve the customers business operations. This will require you to have a deep understanding of the customers operations and their short and long term goals toward improvement of their day to day operations.

  • You will ensure that Avvale delivers on customer requirements as outlined in the SOW and have a strong understanding of how it relates to the customers daily operations. This will require you to build a plan with the customer and coordinate with resource managers to perform duties outlined in the service agreement.

  • Your overall focus will be on service quality, service availability, and operational capability in conjunction with relevant processes and performance management. This will involve conducting periodic reviews such as: weekly burn reports, monthly trends/KPI review, and quarterly business reviews (QBRs).

  • Manage financial target and margins for AMS accounts allocated with the focus on retaining and growing existing accounts while assisting with onboarding of new accounts.

  • You will be a champion of emerging best practices and work with customers to manage change as Avvale’s business evolves and enhances their service models

  • Relationships internally and at the customer site will be built on trust and allow you to negotiate how project resources are allocated to a client and problem solve diplomatically

  • Your curiosity, ability to creatively solve problems and strong technical acumen will lead you to uncover new service opportunities with your customers resulting in increased profitability.

What you’ll bring to the team

  • 7yrs or more of relevant Service Delivery experience in Managed Services for SAP systems (S4HANA and/or ECC) functional and/or subject matter expertise can supplement for years of direct SDM experience

  • Experience in a people management role, leadership without reports/authority

  • Strong acumen to understand the business needs and ability to manage services in a very dynamic environment

  • Knowledge and experience with SLA’s, OLA’s, and Contracts in insourced or outsourced environments.

  • Good understanding of SAP ERP, functional and/or technical SAP application knowledge.

  • Knowledge of industry trends, their impact on business strategies, and SAP’s strategy and service portfolio.

  • Ideally have SAP S4HANA, IT Service Management, Project Management certifications

  • Knowledge and experience with Agile and Lean process methodology preferred

Come with us

We are a dynamic team within a meritocratic context offering individualized professional career opportunities that allow you to use smart working practices to find work-life balance.

With an eye towards future challenges and growth, you will have the opportunity to work alongside global experts to enhance your breadth of knowledge and increase your know-how!

Base salary range: 115 - 140k

- Discretionary Annual Bonus Potential: up to 10% of base salary based on company and individual key performance indicators.

We offer a variety of benefits including but not limited to:

  • Comprehensive healthcare benefits including medical, dental, vision, FSA, HSA, Life and disability

  • Employee Assistance Program

  • Flexible vacation, 10 paid sick days, and 8 paid holidays

  • 401k with an employer match

  • Paid parental leave

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Location: Remote anywhere in the United States

Enabling What’s Next

Who We Are
Established in 2004 as Techedge, with the addition of NIMBL in 2018, we have nearly 20 years of expertise that enabled us to become what we are today: Avvale! This path led us to have a presence in 11 countries with 3,000 Consultants worldwide.

What We Do
We partner with public and private companies to re-design their business models through the development of innovative and sustainable solutions. Our mission is to have a positive impact not only on our customers but the world we live in!

How we do it
Through circular economy models we are bridging the gap between sustainability and profitability.

What you’ll do on the team

As Service Delivery Manager you will support the Avvale Application Managed Services (AMS) customers, in charge of the day to day operations of service delivery. Avvale’s AMS team is responsible for providing a 24/7 customer support experience to SAP Customers. Success in this role requires someone who is a self starter and has a customer centric mindset; you will provide a high touch customer experience resulting in customer satisfaction, enhanced client relationships, and ongoing profitability of the services delivered to the clients while successfully navigating customer challenges to find solutions.

You will be responsible for:

  • Support SAP customers in their functional and technical system needs, by not only maintaining their systems but through making recommendations for ongoing improvements and enhancements to improve the customers business operations. This will require you to have a deep understanding of the customers operations and their short and long term goals toward improvement of their day to day operations.

  • You will ensure that Avvale delivers on customer requirements as outlined in the SOW and have a strong understanding of how it relates to the customers daily operations. This will require you to build a plan with the customer and coordinate with resource managers to perform duties outlined in the service agreement.

  • Your overall focus will be on service quality, service availability, and operational capability in conjunction with relevant processes and performance management. This will involve conducting periodic reviews such as: weekly burn reports, monthly trends/KPI review, and quarterly business reviews (QBRs).

  • Manage financial target and margins for AMS accounts allocated with the focus on retaining and growing existing accounts while assisting with onboarding of new accounts.

  • You will be a champion of emerging best practices and work with customers to manage change as Avvale’s business evolves and enhances their service models

  • Relationships internally and at the customer site will be built on trust and allow you to negotiate how project resources are allocated to a client and problem solve diplomatically

  • Your curiosity, ability to creatively solve problems and strong technical acumen will lead you to uncover new service opportunities with your customers resulting in increased profitability.

What you’ll bring to the team

  • 7yrs or more of relevant Service Delivery experience in Managed Services for SAP systems (S4HANA and/or ECC) functional and/or subject matter expertise can supplement for years of direct SDM experience

  • Experience in a people management role, leadership without reports/authority

  • Strong acumen to understand the business needs and ability to manage services in a very dynamic environment

  • Knowledge and experience with SLA’s, OLA’s, and Contracts in insourced or outsourced environments.

  • Good understanding of SAP ERP, functional and/or technical SAP application knowledge.

  • Knowledge of industry trends, their impact on business strategies, and SAP’s strategy and service portfolio.

  • Ideally have SAP S4HANA, IT Service Management, Project Management certifications

  • Knowledge and experience with Agile and Lean process methodology preferred

Come with us

We are a dynamic team within a meritocratic context offering individualized professional career opportunities that allow you to use smart working practices to find work-life balance.

With an eye towards future challenges and growth, you will have the opportunity to work alongside global experts to enhance your breadth of knowledge and increase your know-how!

Base salary range: 115 - 140k

- Discretionary Annual Bonus Potential: up to 10% of base salary based on company and individual key performance indicators.

We offer a variety of benefits including but not limited to:

  • Comprehensive healthcare benefits including medical, dental, vision, FSA, HSA, Life and disability

  • Employee Assistance Program

  • Flexible vacation, 10 paid sick days, and 8 paid holidays

  • 401k with an employer match

  • Paid parental leave