Beschreibung
• Responsible for E2E SAP delivery for large global clients.• Oversees the monthly performance for all managed Clients to ensure it is consistent with Account Management and client requirements;
• Ensures that the performance of all global OS teams is consistent and meets contractual requirements (where applicable)
• Typically has a large number of SDMs reporting to them, directly or indirectly (this will be dependent on the contract, a staff of 80+ on-shore resources);
• Participates in the development of service delivery solutions presented to new and existing clients;
• Reviews service delivery models and confirms the ability of the organization to provide service delivery within the costs in the deal model;
• Works closely with SSDMs to plan the overall client relationship strategy across all managed accounts, ensuring consistency in the initiatives to of cost reduction, service improvement and new businesses;
• Proficiency in ITIL including Incident Management, Problem, Configuration Management, Demand Management etc.
• Implement Industry based best practice methodologies and standard ways of working based on ITIL methodologies to ensure the highest quality delivery of outputs from the team.