Service Delivery Manager- IT Finance Applications

Profile

 
Responsibilities:


Acts as a team player, collaborating closely on the day-to-day within a team of peers managing a shared set of IT Applications and related vendors and processes.
Ensures adherence to the relevant (ITIL/PM) processes and participates/owns the roles and activities defined therein for the Service Owner.
Escalation contact for IT Applications-related Incident Tickets, works with representatives of the business as well as support partners in considerably decreasing ticket volumes – may be requested to join in a Guard Duty system.
Participates in operational Problem Management- and Change Management processes by requesting, assessing, and validating relevant Tickets.
Ensures support performance meets or exceeds SLA, OLA, KPI, and other goals and targets agreed on the IT Applications Services.
Responsible for identification and targeting of structural improvements in the operational IT Applications Services, support-partner performance, and system availability and operational efficiency
Negotiates, agrees, and documents appropriate processes and/or process improvements with representatives of the business and support partners
Monitors (on a daily basis) and produces reporting on the performance of service delivery levels and the related service providers’ delivery of the agreed level of service.
Ensures a consistent IT service quality level to the business by introducing risk reduction measures and recovery options.
Supports and/or leads in the performance of IT (Security) Controls and Audits and ensures IT Applications-related systems and activities are in full compliance with policies and regulations
Acts as SPOC towards support partners and relevant (business) project teams
Active participation in receiving the services within transitions


 

Requirements


5 years of relevant experience in similar operational IT role(s): Service (Delivery) Manager, Transition Manager, Project Manager, Release, Change, Problem Manager, IT Operations Manager, etc.
Must have knowledge of Finance processes or technical background within IT Finance or any related business facing applications
Experience with managing applications covering, SAP (S4/HANA) Peoplesoft, Hyperion EPM, etc.
Core competencies: ITIL Certified, Project Management, Stakeholder Management, Incident and Request Management, Crisis Management, Agile Methodology, Influence without Authority, Vendor Management, Solid communication and presentation skills
Comfortable with working in multi-vendor, internationally dispersed environment
Highly experienced in working with IT Service Management Toolsets such as ServiceNow
Ability to act autonomously with a “can do” attitude


Pluses:


Being hands on IT technical or functional expert in finance applications, such as SAP S4/HANA is a plus


 

 

Required Skills : - Service Delivery Experience w/ IT Finance Application (SAP (S4/HANA) Peoplesoft, Hyperion EPM, etc.) - Ideally coming w/ background in SAP S4/HANA specifically
 

Company info

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