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SAP Service Delivery Manager

Auckland Job No. 12125711 Full-time - Remote

Job Description

SAP Service Delivery Manager

 

Accenture today is firmly established as the world’s leading IT consulting organization.  In NZ, we offer solutions that traverse multiple enterprise technologies, including SAP, with a huge emphasis on Cloud enablement.

We are experts in all facets of technology consulting spanning design, delivery and ongoing support of enterprise solutions and offer an incredibly dynamic environment to grow your career within.

Reporting to our Application Managed Services Director - SAP Business Group, you will be responsible for the management of the contracted support services to a portfolio of clients. This will involve actively building positive and collaborative relationships with the clients and ensuring compliance of the services to our contractual obligations.

As part of this, you will manage support escalations, pre-sales for new support clients, assist in the development of new support offerings, and some support-based project management. You’ll also perform the role of Engagement Lead for several of our smaller clients.

You’ll be instrumental in creating long-term customer relationships and acting as the bridge between the client and our operational delivery teams. A key responsibility of yours will be governance across all areas of your services including service management, incident and change management, continual service improvement and client satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

Common-sense and pragmatism is needed – our business readily embraces change, and we need someone who can keep up and meet our business challenges head-on. We’re also an organization on a clear growth trajectory.  You will have a reputation for intuitively knowing how to engage with people, be someone who can influence positive outcomes, and most importantly be very proactive in dealing with our clients. Many of our clients are on 24/7 contracts – this will, at times, require you to be available after hours to take escalation phone calls.

 

WHO WE ARE:

 

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Find out more about us at accenture.com

 

THE WORK:

Customer Service

  • Build customer relationships and a high level of customer satisfaction

  • Customer service exceeds SLA - Identification and escalation of issues not being addressed to SLA.

  • Attend monthly Operational meetings for agreed accounts. Attend Technology User Group and other similar events.

  • Development and delivery of new services to customers together with monitoring overall performance of these services. This is performed in conjunction with the AMS Director.

  • Continuous communication with Customers, Accenture Practice Leads, AMS Consultants, Project Delivery team and AMS Lead with clear understanding of issues, status updates, resolution path between all parties.

  • Being the first point of contact and escalation point for customer issues.

  • Ensure the quality of deliverables meets customer expectations.

  • Manage the successful transition of new customers into the AMS business.

 

New Customers of Work

  • Timely delivery of Statement of Work (SOW) to customers in partnership with the AMS Lead and Practice Leads. Ensure profitability of enhancements/small projects.

  • Preparing, resourcing demand and managing the delivery of Statements of Work for support tickets or minor enhancements.

  • Preparing Support related RFP responses and participating in pre-sales activities along with the AMS Lead.

  • Ensure AMS collateral is available and current in regard to services and people.

 

Project Management

  • Support-Based Project Management for Enhancements and Software Upgrades

  • Assistance with Partner Centre of Expertise (PCoE) re certification

 

Strategy

  • Provide input into Strategic Planning for the AMS business via the AMS Lead and collaborate with Client group on client account management and growth, where required.

  • Maintain a high-level oversight of all current and future aspects of Enterprise Technologies and Cloud Services in the areas we offer support services.

  • Continue to build your SAP delivery know-how by staying current on market innovations and the latest methodology, tooling, and assets/accelerators.

 

Reporting and invoicing

  • Prepare, deliver and present monthly operational reports to your  AMS customers

  • Prepare and complete all invoicing for customers in portfolio

  • SLA Reporting, No. of escalations, Customer satisfaction survey, 100% support customer retention.

  • Budget reporting, No. of escalations, Customer satisfaction survey. Support calls meet budget expectation.

 

Personal Development         

  • Takes ownership of personal development and career planning along with the Enterprise Support Manager.

 

Policy and Procedure          

  • Always adheres to Accenture and Clients policies and procedures

  • Timely completion of all supporting system process e.g. myScheduling, Client Data Protection (CDP), Manage, myTimeandExpenses, Manage myPrice  and other systems

 

Health and Safety    

  • Comply with all health and safety legislation and policies and procedures for both Zag and customer sites

  • Take all reasonably practicable steps to ensure your own safety while at work and ensure that no action or inaction causes harm to yourself or others

Other duties  

  • Undertakes any other reasonable duties as requested by the AMS Lead

Qualifications

HERE'S WHAT YOU’LL NEED: ​

 

Knowledge

  • 5+ years industry account management or service delivery experience

  • Commercial background, billing, invoicing, contracts etc

  • Customer services experience – managing customers, delivering service, and managing escalating issues.

 

Leadership

  • Able to effectively mentor and lead others

  • Visionary – Helps design the future based on our strategy/objective and takes colleagues on the journey.

  • Optimistic - Ability to see and communicate the positive

  • Empower - To effectively build colleague capability.

  • Purposeful - Goal-orientated and makes decisions that gets things done.

  • Communicate & Influence - Clearly articulates what, why and how.

  • Integrity - Is honest and demonstrates ethical behavior

  • Personal leadership - Personal development and understanding your behavioral impact on others.

 

Relationship

  • Understands and displays relationship building and maintaining skills.

  • Demonstrates the ability to be tactful, discreet and diplomatic in dealing with others.

  • Has the ability to remain effective within a changing environment such as when faced with new tasks, responsibilities or people

  • Be able to develop long term relationships both internally and externally, based on trust, confidence and mutual respect

 

Communication

  • Can effectively communicate with internal and external stakeholders

  • Has excellent communication skills (verbal and written)

  • Has excellent presentation skills

 

Organisation

  • Has the ability to orchestrate multiple activities simultaneously in order to accomplish a goal

  • Has the ability to prioritize tasks and maintain efficiency within both team and individual workloads

 

Responsiveness

  • Able to efficiently and effectively address all concerns or queries raised;

  • Understands the market and can identify areas of opportunity 

  • Can overcome issues raised before escalation

  • Is results oriented and remain focused on the overall objectives of the Company

 

Equal Employment Opportunity Statement for New Zealand:

At Accenture, we recognize that our people are multi-dimensional, and we create a work 4environment where all people feel like they can bring their authentic selves to work, every day.

Our unwavering commitment to inclusion and diversity unleashes innovation and creates a culture where everyone feels they have equal opportunity. Our range of progressive policies support flexibility in ‘where’, ‘when’ and ‘how’ our people work to ensure that Accenture is an organization where you can strive for more, achieve great things and maintain the balance and wellbeing you need.

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