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SAP Service Delivery Lead

Job Reference: JSRSHBSAP

Salary: Highly Competitive + Brilliant Benefits

Salary per: Annum

Job Duration:

Job Start Date:

Vacancy Posted: 12-12-2017

Contract Type: Permanent

Location: Glasgow, Glasgow City, Scotland

SAP Service Delivery Lead

Our global, highly respected client is looking for an experienced SAP Service Delivery Lead to join their highly successful and dynamic team based in Glasgow on a permanent basis. The SAP Service Delivery Lead will be responsible to manage and coordinate customer service requests and problem resolution activities among multiple teams (including the customer, and vendors).

The SAP Service Delivery Lead will lead service delivery across one or more customer engagements, including process improvements to ensure high quality of customer service.

SAP Service Delivery Lead – Key Skills:

* 8-10 years’ of SAP experience or SAP Managed Services

* Prefer experience in SAP Implementations, upgrade, retrofitting and support projects on multiple versions

* College degree in a computer or business-related field and at least five years call center experience

* Solid working understanding of technical issues such as computer hardware and peripherals, Internet connectivity, PC operating systems, basic networking and SAP applications

* Excellent customer service and communication skills including verbal, written and listening skills

* Ability to manage multiple priorities and maintain established standards and procedures

* Highly motivated, organized, detail oriented, and a team player; Ability to coordinate and work individually or as a part of a large team

SAP Service Delivery Lead – Responsibilities:

* Provides professional expertise in the development and modification of SAP applications and associated bolt-on applications. Work well with Functional and Technical consultants, customers and project team members to help support detailed program and technical specifications

* Responsible for initial triage of issues, and work with additional team members to test, debug and provide workarounds as necessary and document appropriate functional and SDLC processes

* Proactively work with team members on Identification and resolution of SAP systems errors

* Monitoring and communication of issues and conducting status meetings with customers

* Proactively manage health of customer’s applications, databases, and integration infrastructure

* Facilitate and lead the resolution of application, database and infrastructure issues; be responsible for ensuring resolution of customer tickets; Interface with infrastructure team to resolve issues

* Lead initiatives that drive down the rate of Incidents reported; collaborate with QoS on standard processes; Drive technical resolution of problem management, RCA, and chronic issues.

* Review all changes for Customer portfolio; directly oversee complex changes

* Support customer meetings by having tickets updated and sharing updates ; raise scope issues to CPM to resolve

* Actively work on improving overall customer satisfaction

* Performs other duties as requested

SAP Service Delivery Lead – Benefits:

* Annual Leave

* Pension scheme

* Death in service

* Private Medical Cover

* Sick Pay

* Discount vouchers

* World-class training, both professionally and personally

SAP Service Delivery Lead

Due to the volume of applications received for positions it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation


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