Senior Service Delivery Manager

Lemongrass Consulting; Brazil (IN); On-site; USD 150,000 - 190,000; Full time

Job summary

An established industry player is seeking a Senior Service Delivery Manager to enhance customer support experiences. This role involves collaborating with diverse teams to manage incidents, drive process improvements, and ensure customer satisfaction. You will be the key point of contact for escalations, leading initiatives to streamline operations and enhance service delivery. The ideal candidate will possess strong stakeholder management skills and a solid understanding of ITIL processes. Join a dynamic team in a forward-thinking environment where your contributions will make a significant impact on service excellence and customer success.

Qualifications

• 5+ years of experience in process management and incident management.
• Proficient in ITIL processes with excellent communication skills.

Responsibilities

• Lead customer calls and manage escalations for major incidents.
• Ensure adherence to global processes and conduct root cause analysis.

Skills

Stakeholder Management

Process Management

ITIL Processes

Project Management

Customer Relationship Building

Strategic Thinking

Communication Skills

Team Management

Incident Management

DevOps

Education

Bachelor's Degree

Tools

SAP

AWS

Azure

Google Cloud

Job description

Job Details: Senior Service Delivery Manager

Full details of the job.

Vacancy Name: Senior Service Delivery Manager

Vacancy No: VN1134

Business Unit:

Job Location:

Employment Type: Full Time

Job Details and Responsibilities:

As a Sr. Service Delivery Manager, you will closely collaborate with Cloud Infrastructure, SAP Technical Support, Service Delivery Management and Senior Management to ensure delivery of a unified support experience for customers. You ensure the implementation of the incident resolution process, with transparent communication driving high levels of internal/external customer satisfaction. You'll work with customers as a management and escalation point of contact to provide assurance and resources as needed, regularly acting as the customers’ advocate helping prioritize and gain momentum in solving complex challenges. You will ensure that thorough root cause analysis is conducted and clearly documented as well as ensure action items resulting from the root cause analysis are implemented.
As a Sr. Service Delivery Manager, you will contribute to the continuous update of Critical Incident Management Standard Operating Procedures and related process areas in the Detect to Correct value stream.
As a thought leader, you will be engaged to lead global initiatives.

Responsibilities:

• Excellent in working with remote teams
• 24/7 Escalation Management Service for Major/Critical Incidents. Shift rotation will be required
• Flawless handover of Major Incidents 24/7
• Lead customer calls and communication as well as internal communication/escalations
• Lead escalation to Lemongrass Partner Managers or customer-specific Partner Managers, i.e., AWS, Azure, Google or SAP
• Ensure Global Process adherence from Detecting a Major Incident over Customer-handling/communication to Root Cause Analysis is delivered, and action items being implemented
• Keep track and periodically report of all Major Incidents across Lemongrass to ensure Postmortems are conducted and actions are closed
• Scope includes current Customer Escalation Management, Internal Escalation Management (i.e., internal support tooling), Customer-specific Escalation Management and Partner escalation management
• Contribute to Critical Incident Process and related processes within the Detect to Correct Value Stream
• You may act as Team Lead for the Critical Incident Management Function being responsible for the overall team’s success
• Other duties may be assigned by the Department Head and/or its representatives

Qualifications:

• Excellent in managing senior level stakeholders
• Minimum of 5 years of Process Management experience (i.e. Incident Management)
• Proficient in ITIL processes especially Incident, Problem Management and Change Management
• Basic hands-on Project Management experience
• Proven experience in contributing to process improvements
• Excellent English language written and oral communication skills
• Ability to work collaboratively as part of a global team
• Ability to communicate internally and externally at all levels
• SAP Basis background is required
• Exposure to modern concepts such as DevOps, IT4IT and High Velocity IT preferred
• Skilled in presentation, customer relationship building, team and incident management
• Ability to think strategically and drive both service and technology improvement recommendations
• Selected applicant will be subject to a background investigation, which will be conducted and the results of which will be used in compliance with applicable law.

*Please note, if chosen candidate resides in the United States, the On Target Earnings (OTE) range for this position is $150,000 - $190,000.

Lemongrass Consulting is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, religion, color, national origin, religious creed, gender, sexual orientation, gender identity, gender expression, age, genetic information, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

About Lemongrass:

Lemongrass is a software-enabled services provider, synonymous with SAP on Cloud, focused on delivering superior, highly automated Managed Services to Enterprise customers. Our customers span multiple verticals and geographies across the Americas, EMEA and APAC. We partner with AWS, SAP, Microsoft and other global technology leaders.