SAP BASIS SERVICE DELIVERY MANAGER

Our goal is to strengthen the brand in Spain. We are looking for you to work as SAP Basis Service Delivery Manager!Role & ResponsibilitiesCandidate is expected to possess at least knowledge of SAP product portfolio to understand current key accounts portfolio/ delivery mechanism. Build and manage a strong relationship with the customer. This includes, among others, organizing fortnightly/ monthly / quarterly Service meetings, remote or physical at the customer premises, coordinating the information requirements between the customer and HCL stakeholders. Provide regular updates on service delivery and respond to client inquiries and concerns. Service Delivery Manager will oversee the delivery of services to clients and coordinate the efforts of different teams to ensure that services are delivered in a timely and efficient manner. Service delivery manager is also expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. The service delivery manager jobs, which embrace both administrative and technical roles. Ensure monitoring and guaranteeing the service level agreed upon with customer. It includes, among others, supporting request for proposals, ensuring to deliver the service within known SLAs, communicating on reports and actions to customers, following up on defined action (plans) and escalation. Support the effective communication between clients and account teams. Key responsibilities include awareness of requirements and expectations. Keeping processes and documentation up-to-date like managing important customer documentation for delivering the service. Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews Leading personnel management, including staff recruitment, performance assessment, training, and mentoring Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades Providing accurate and regular reports to the management on performance of the service delivery Ensuring compliance with service level agreements: Service Delivery Manager will be responsible for ensuring that service level agreements are met, and that the services provided meet the required quality standards Service Delivery Manager will continuously evaluate and improve processes to ensure that services are delivered efficiently and effectively. Engage with customers in executive & governance meetings. Engages, grows, and maintains high-level executive relationships within both the Clients business and HCL community Leverages these relationships to identify critical and strategic business opportunities Qualifications and Experience Bachelor’s Degree in Engineering / Sciences / Mathematics / Computer Sciences / Business Management Excellent skills in MS Office (PowerPoint/Word/Excel) Minimum 12-15 years of experience in Technology consulting &/OR Project Management in ERP Extensive and deep understanding of technical support services, customer experience management offering Resource should have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management. Service Delivery Manager need strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process. SDM should possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork. SDM will often oversee multiple projects or initiatives. They need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables. Technical Knowledge: While not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams. About HCLTech:We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis.We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity.Why Us?We offer End-to-end digital transformation expertise that helps clients from strategy through execution. We work with the biggest brands, offering the opportunity to be a part of industry-leading work.We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark.We offer freedom and flexibility on the job, empowering our employees to make decisions.We offer a virtual-first work environment, promoting a good work-life balance and real flexibility Our company is extremely diverse with representation of 165 nationalities.We offer the opportunity to work with colleagues across the globe.We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect.If you have a valid disability certificate, Certificate of Disability in Force, please contact us.Among HCL's principles we would like to highlight diversity and inclusion as a strength in our values and practices. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL.HCL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.