Senior Service Delivery Manager
4 weeks ago
Job Summary: We are seeking a highly skilled and experienced Service Delivery Manager to oversee and manage the operations of our critical business systems, including SAP, Manhattan Warehouse Management System (WMS), Point of Sale (POS), Microsoft Dynamics 365 (D365), and AX2012. The ideal candidate will ensure the seamless delivery of IT services, drive continuous improvement, and maintain high levels of customer satisfaction.
Key Responsibilities:
- Service Management:
- Oversee the day-to-day operations of SAP, Manhattan WMS, POS, D365, and AX2012 systems.
- Ensure the availability, performance, and security of these systems.
- Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service delivery.
- Team Leadership:
- Lead and manage a team of about 40 IT professionals, providing guidance, mentorship, and performance evaluations.
- Foster a collaborative and high-performance team environment.
- Incident and Problem Management:
- Manage and resolve incidents and problems related to the supported systems.
- Conduct root cause analysis and implement corrective actions to prevent recurrence.
- Change Management:
- Oversee the planning and execution of system upgrades, patches, and enhancements.
- Ensure changes are implemented with minimal disruption to business operations.
- Vendor Management:
- Collaborate with external vendors and service providers to ensure the delivery of high-quality services.
- Manage vendor contracts, performance, and relationships.
- Continuous Improvement:
- Identify opportunities for process improvements and implement best practices.
- Stay current with industry trends and emerging technologies to drive innovation.
- Customer Engagement:
- Act as the primary point of contact for business stakeholders regarding service delivery issues and improvements.
- Ensure effective communication and alignment between IT and business units.
- Single Point of Contact:
- Serve as the single point of contact for all support and project work in the SAP, WMS, POS, D365, and AX2012 streams.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, or a related field.
- Minimum of 15 years of experience in IT service management.
- Proven experience in managing large IT teams.
- Strong knowledge of at least one of these streams (SAP, Manhattan WMS, POS systems, D365, and AX2012)
- Proven experience in managing and leading IT teams.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Self-motivated with a proactive approach to work.
- ITIL certification or equivalent is preferred.
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