Role & Responsibilities

- Service Delivery Management:

Oversee daily operations, including incident management and service request management from response to resolution, ensuring delivery of IT services with high system reliability, optimal performance, and adherence to defined SLAs.

- Own ITSM Platform:

Own and manage the ITSM platform, ensuring right level of adoption and continuous improvements in line with Service Delivery evolution.

- Stakeholder Engagement:

Act as the primary point of contact for business stakeholders and IT Business Partners regarding IT Support & Service delivery, ensuring alignment between IT services and business needs.

- Team Leadership & Coordination:

Lead and coordinate support teams, including internal resources and external vendors, to ensure efficient and effective service delivery.

- Vendor Management:

Collaborate with external vendors such as support partners and OEMs, ensuring service quality, contract compliance, and timely resolution of vendor-related or product-related issues.

- Change Management:

Oversee change management processes, ensuring changes are deployed seamlessly with minimal impact to end-users, in adherence to proper ITGC standards.

- Continuous Improvement:

Drive process improvements for service delivery, focusing on automation, standardization, and best practices to enhance service quality and reduce downtime.

- Performance Monitoring & Reporting:

Develop and maintain service performance metrics, create regular reports, and communicate these to stakeholders.

- Controls & Compliance:

Ensure compliance of the key IT applications with ITGC audit and contractual parameters. Direct ownership of ITGC Controls for the SAP Landscape.

- Budget & Resource Management:

Manage service delivery budgets, resource allocation, and cost optimization to achieve the best value for the organization.

Skills & Qualifications

Must-Have

- Relevant degree in Information Technology, Computer Science, Business Administration, or a related field.
- Overall experience of ~12-14 years, with sufficient relevant experience in application service delivery in ecosystems having SAP, Salesforce, custom applications etc.
- Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization.
- Analytical mindset with the ability to translate data into actionable insights and recommendations.
- Strong expertise with ITIL standards or similar service management frameworks.
- Working Knowledge / familiarity with SAP Rise with HANA Pvt Cloud ecosystems.
- Working Knowledge / familiarity with Salesforce, M365.
- Experience working in a FMCG business context.
- Strong Experience with ITGC controls and managing the same in an SAP environment.

Preferred
- Planning and Time Management.
- Influencing Skills.
- Negotiating Skills.
- Listening Skills.
- Analytical Skills.
- Problem Solving.
- Stakeholder Management.
- Vendor Management.
- Motivational Skills.
- Result Orientation.
- Coaching ability.
- Relevant Domain Experience.

IT Application Support & Service Delivery Lead-PL

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