Service Delivery Manager - SAP

Company DescriptionAt Deloitte, our Purpose is to make an impact that matters for our clients, our people, and society. This is the lens for which our global strategy is set. It unites Deloitte professionals across geographies, businesses, and skills. It makes us better at what we do and how we do it. It enables us to deliver on our promises to stakeholders, while creating the lasting impact we seek.Harnessing the talent of 450,000+ people located across more than 150 countries and territories, our size and scale puts us in a unique position to help change the world for the better—by bringing together the services we provide, the societal investments we make, and the collaborations we advance through our ecosystems.Deloitte offers career opportunities across Internal Client Services, Audit & Assurance (A&A), Tax & Legal (T&L) and our Consulting services business, which is made up of Strategy, Risk & Transactions Advisory (SR&T) and Technology & Transformation (T&T). Are you ready to apply your knowledge and background to exciting new challenges? From learning to leadership, this is your chance to take your career to the next level.Job DescriptionMain Purpose of JobAs a Service Delivery Manager, you will be responsible for ensuring the delivery of high-quality services to customers and play a critical role in ensuring that the services provided meet the needs and expectations of its clients.Key Performance areasManage delivery of services against agreed SLAs; track outputs against Service Level Agreement and report to leadership on any unforeseen issues arisingManages day-to-day deliverables of team on client engagements / projectsMaintain and manage relationships with clients to ensure their satisfaction with the services provided.Identifying customer needs and overseeing service delivery within the business context.Manage, motivate, and develop a team of service delivery personnel to ensure they are equipped to deliver high-quality services.Call and escalation managementEnsure governance adherenceInternal and External reporting – daily, weekly, monthlyContinuously analyse and improve service delivery processes to ensure they are effective and efficientManage the service delivery budget, ensuring that resources are used effectively and efficientlyDevelops market network in business and builds relationships that generate leadsGenerates innovative solutions on projects / engagements in collaboration with team members to enhance / renew service offerings to clientBuild and maintain relationships with stakeholders, including customers, suppliers, and internal departments, to identify opportunities for cross selling Deloitte services and growth within clientsSupport in proposals and resource planning of sales presentations and client negotiation teams for new and retrained businessParticipates in thought leadership process and shares functional and industry knowledge and expertise with clients, colleagues and teamsCommunicates need for any changes in engagement / project plan to Senior Manager for discussion with Engagement sponsor / clientProvides ongoing communication to teams on status of engagement / project, changes, achievements, etc.Drives Deloitte values of exceptional service to clients, growing the firm’s brand and talent developmentQualificationsQualifications & Experience:BSC. Computer Science or Bcom. InformaticsITIL Certification7 years’ working experience in Service Delivery Management of which 5 years in a client facing role and 2 years within a management roleExperience in SAP is requiredKnowledge within incident and change managementExperience within the IT consulting and services industry (software as a service)Technical Competencies:Strong SAP and service delivery management knowledgeSound Incident management and Change management knowledgeGood financial knowledge and business acumenExcellent report writing and delivery management skillsDemonstrated leadership skillsBehavioural Competencies: Excellent written and verbal communication skillsEffective interpersonal and relationship building skillsGood mentorship and coaching ability with desire to develop self and othersStrong client delivery focusAdaptable, managing change and ambiguity with easeFocus on quality and riskSound problem solving abilityAdditional InformationAt Deloitte, we want everyone to feel they can be themselves and to thrive at work—in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities. We seek to create and leverage our diverse workforce to build an inclusive environment across the African continent.Note: The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive. Deloitte may ask the employee to carry out additional duties or responsibilities, which may fall reasonably within the ambit of the role profile, depending on operational requirements.Be careful of Recruitment Scams: Fraudsters or employment scammers often pose as legitimate recruiters, employers, recruitment consultants or job placement firms, advertising false job opportunities through email, text messages and WhatsApp messages. They aim to cheat jobseekers out of money or to steal personal information.To help you look out for potential recruitment scams, here are some Red Flags:Upfront Payment Requests: Deloitte will never ask for any upfront payment for background checks, job training, or supplies. Requests for Personal Information: Be wary if you are asked for sensitive personal information, especially early in the recruitment process and without a clear need for it. Fraudulent links or contractual documents may require the provision of sensitive personal data or copy documents (e.g., government issued numbers or identity documents, passports or passport numbers, bank account statements or numbers, parent’s data) that may be used for identity fraud. Do not provide or send any of these documents or data. Please note we will never ask for photographs at any stage of the recruitment process.Unprofessional Communication: Scammers may communicate in an unprofessional manner. Their messages may be filled with poor grammar and spelling errors. The look and feel may not be consistent with the Deloitte corporate brand.If you're unsure, make direct contact with Deloitte using our official contact details. Be careful not to use any contact details provided in the suspicious job advertisement or email.