SAP & Oracle Service Delivery Manager £45,000

Harvey Nash Plc
Newcastle Upon Tyne
11 Jan 2018
10 Feb 2018
Contract Type
Full Time

Job Title - Service Delivery Manager (SAP & Oracle)

Location - Sunderland / Yorkshire

Salary - £45,000 + Benefits

My client is now one of the leading transport operators in Europe with their foundation firmly set in Sunderland and a history spanning nearly 80 years. As a result of a strategic restructuring, the business is now in a position of needing recruit a Service Delivery Manager to strengthen their team.

Main purpose of the position

  • Ownership of key IT services (including, but not limited to Oracle ERP, SAP ERP, CRM, transportation solutions, and sales and marketing applications) for the group across Europe, acting as the representative for all matters relating to the IT service
  • Ensuring delivery of IT services in budget and within agreed service levels for all users across Europe, formulating and delivering the strategy & roadmap for the IT service
  • The SDM will focus on the business, building relationships whilst liaising with the Service Desk, technical teams, business & senior management to deliver a comprehensive IT service
  • Proven track record in a delivery role, experienced within IT Services and service improvement
  • You may be required to work as part of a 24 x 7 x 365 on call rota

Direct responsibilities

  • Clear ownership and management of the service offering to the business Group
  • Establish and maintain strong and productive relationships with key stakeholders
  • Own service review meetings covering performance, service improvements, governance and processes
  • Own and manage service budget as well as the metering and cross charging model for the service to all group BU in order to provide cost and service efficiencies.
  • Work with IT service managers and stakeholders to maintain service level agreements
  • Provide service & cost transparency to all BU within Group
  • You will also work on transitioning projects into BAU together with managing daily service issues and undertaking Service Review meetings on a regular basis
  • Support projects impacting your service area, acting as a sponsor as required
  • Create an environment that values employees and encourages cooperation, open communication and teamwork
  • Manage customer feedback and formulating a structured governance framework.
  • Preparing, organising and delivering client meetings and internal briefings
  • Developing and preparing Service & Budget Reports
  • Formulate, own and shape a service strategy for the service, while ensuring executive oversight.
  • Contribute towards incident management and communication to business areas during Major Incidents
  • Help drive problem management
  • Champion the service and help formulate business needs, then to develop the pipeline for delivery

You will manage an effective relationship with BSMs and Service Management serving your stakeholder community

Knowledge, skills and experience

  • Preferably ITIL foundation qualification or equivalent
  • Experience in delivering service management & budget control.
  • Proven knowledge of all aspects of IT teams and disciplines, such as software, infrastructure, cloud and mobile
  • Extensive application lifecycle and technical knowledge
  • Extensive experience of ERP (Oracle and/ or SAP) implementations and technical knowledge
  • Previous experience of a large-scale HR or Finacials rollout such as Oracle EBS, SAP or Workday and technical knowledge
  • Good negotiation, influencing and problem resolution skills
  • Proven ability to effectively prioritise and execute tasks in a reactive high-pressure environment
  • Excellent interpersonal skills
  • Self-motivated and directed and previously demonstrated ability to lead by example
  • Previous experience of working as a Delivery Manager within an IT Service based company
  • Excellent written and verbal communication skills
  • Able to produce reports, prepare, organise and deliver client meetings
  • Ability to understand key client concerns, issues and agendas
  • Able to organise time and tasks effectively due to the diverse nature of the role

Success Criteria

  • Improved business satisfaction with the business group's Operating Companies
  • Management of the IT service & projects within budget
  • Delivering SLAs in adherence with the contractual arrangements
  • Strong relationships with all stakeholders within IT, with an ability to get things done
  • Enhance the brand of the IT division across the business as a whole

Direct responsibilities

  • Regional/Country IT Managers within business group
  • Technical Teams within Group Technology & Systems
  • Project Managers within Group Technology & Systems
  • Business Partners within Group Technology & Systems
  • Operating Companies including FDs and MDs
  • The IT Service Desk through to 3rd line
  • Third Party Suppliers (including vendors and business stakeholders)

If this sounds like an opportunity you'd be interested in pursuing then please get in touch or click apply now. Direct applications can be sent to ****************************** or alterntively feel free to contact me at ************

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