SAP Service Delivery Manager

Why Zensar?

We re a bunch of hardworking, fun-loving, people-oriented technology enthusiasts. We love what we do, and we re passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships, with our clients and with each other and happiness is at the core of everything we do. In fact, we re so into happiness that we ve created a Global Happiness Council, and we send out a Happiness Survey to our employees each year. We ve learned that employee happiness requires more than a competitive paycheck, and our employee value proposition grow, own, achieve, learn (GOAL) lays out the core opportunities we seek to foster for every employee. Teamwork and collaboration are critical to Zensar s mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum. These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits. If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar!

Zensar is seeking Fulltime "SAP Service Delivery Manager"

You might really grab our attention if you have:

Key Responsibilities:

As Service Delivery Manager, you will join our Intelligent Enterprise team in charge of the day-to-day operations of service delivery. Zensar AMS team is responsible for providing a 24/7 customer support experience to SAP Customers. Success in this role requires a self-starter with 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 maintaining their systems and 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 for improving their day-to-day operations.
• You will ensure that Zensar delivers on customer requirements as outlined in the SOW and understand 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, 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 reviews, and quarterly business reviews (QBRs).
• 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

What you ll bring to the team:

• 10+ yrs or more of relevant Service Delivery experience in Managed Services for SAP systems (S/4HANA) functional and/or subject matter expertise can supplement 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, and Project Management certifications
• Oil and Gas industry domain experience preferred.
• Knowledge and experience with Agile and Lean process methodologies preferred

Zensar believes that diversity of backgrounds, thought, experience, and expertise fosters the robust exchange of ideas that enables the highest quality collaboration and work product. Zensar is an equal opportunity employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Zensar is committed to providing veteran employment opportunities to our service men and women. Zensar is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

Candidates who are currently employed by a client or vendor of Zensar may be ineligible for consideration.

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