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Service Delivery Manager - Applications Support (SAP and Non-SAP)

Envision Employment Solutions | Cairo | EG

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Envision Employment Solutions is currently looking for a Service Delivery Manager - Applications Support (SAP and Non-SAP) for one of our partners, a global leader in the chemical industry field. Job Summary: The IT Service Delivery Manager - Applications Support oversees and enhances support services for various critical applications. They manage teams dedicated to SAP S/4 HANA and non-SAP support analysts responsible for SAP FICO, MM, SD-OTC, BASIS, logical access, EKA, Sphera and integration functions. Their responsibilities span enterprise applications, data, automation, and manufacturing apps. With a focus on ensuring seamless IT service delivery and meeting SLAs, they play a pivotal role in boosting operational efficiency and supporting business operations effectively, thereby delivering exceptional business support. Responsibilities:
  • 1. Incident and Service Restoration Management
  • Ensure timely resolution of incidents and restoration of services at L2-L3 levels.
  • Diagnose and promptly resolve issues/incidents, communicating solutions to end-users.
  • Act as the day-to-day support interface between end-users and Service Providers.
  • Escalate tickets to SAP and non-SAP as necessary and follow up until resolution is received from vendors (L4 in SAP, EKA, Sphera).
  • 2. Problem Identification and Resolution
  • Pinpoint application problems and address them by tackling root causes.
  • Maintain a well-managed queue of problems, including triage and implemented solutions.
  • Release Management: Manage the Basis Analysts responsible for SAP system administration, release management, maintenance, performance tuning, and upgrades.
  • 3. Team and Resource Management
  • Oversee Basis Analysts responsible for SAP system administration, release management, maintenance, and upgrades.
  • Functional Module Leadership (WRICEFS): Provide strategic direction to a team of analysts specializing in SAP functional modules including FICO, MM, SD, PP, EPPM, ensuring efficient module operations, enhancements, and integrations.
  • Provide strategic guidance to a team of analysts specializing in SAP functional modules (FICO, MM, SD-OTC, SF-Concur), ensuring efficient module operations, enhancements, and integrations.
  • Manage support and maintenance for integrations within the scope of both SAP and non-SAP applications.
  • Supervise logical access management to ensure compliance with security policies, role-based access control, and user provisioning.
  • Master Data Management (MDM): Lead MDM initiatives, ensuring data quality, consistency, and accuracy across SAP modules and related systems.
  • Logical Access Control: Oversee logical access management, ensuring compliance with security policies, role-based access control, and user provisioning
  • 4. Governance and Policy Implementation
  • Work collaboratively with cross-functional teams to establish and enforce IT governance standards, policies, and best practices concerning SAP and non-SAP systems.
  • Develop and implement comprehensive policies and procedures for SAP operations, ensuring adherence to industry best practices and organizational standards.
  • 5. Performance Management and Improvement
  • Define, track, and manage key performance indicators for the SAP CoE and functional modules, ensuring alignment with business objectives and driving continuous improvement.
  • Provide guidance, mentorship, and performance management to a diverse team of SAP analysts, fostering a collaborative and results-oriented work environment.
  • Key Performance Indicators (KPIs): Define, track, and manage key performance indicators for the SAP CoE and functional modules, ensuring alignment with business goals and continuous improvement.
  • Continuous Improvement: Identify opportunities for process optimization, automation, and enhancement of SAP functionalities to drive efficiency and effectiveness.
  • 6. Stakeholder Collaboration and Solution Delivery
  • Collaborate closely with business stakeholders to understand requirements, align SAP and non-SAP strategies with business goals, and deliver effective solutions.
  • Identify opportunities for process optimization, automation, and enhancement of SAP and non-SAP functionalities to improve efficiency and effectiveness.
  • 7. Cloud Integration and Optimization
  • Utilize cloud experience to drive cloud integration and optimization initiatives within the SAP and non-SAP landscape.
Requirements:
  • Bachelors degree in computer science, Information Technology, or related field.
  • 12+ years of experience in IT service delivery management, with a focus on application support.
  • 8+ years of experience managing SAP S/4 HANA support and enterprise applications support.
  • Certifications such as ITIL Foundation, SAP Certified Application Associate, or relevant vendor certifications is a must.
  • Skills:
  • Leadership and team management.
  • Technical expertise in SAP S/4 HANA and enterprise applications.
  • Incident management and problem-solving.
  • Data analysis and reporting.
  • ITIL framework and best practices.
  • Problem-solving and decision-making.
  • Excellent oral and written communication and stakeholder management.
  • Automation and process improvement.

Information :

  • Company : Envision Employment Solutions
  • Position : Service Delivery Manager - Applications Support (SAP and Non-SAP)
  • Location : Cairo
  • Country : EG

How to Submit an Application:

After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the Service Delivery Manager - Applications Support (SAP and Non-SAP) job info - Envision Employment Solutions Cairo above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies Service Delivery Manager - Applications Support (SAP and Non-SAP) job info - Envision Employment Solutions Cairo in 2025-02-03 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via the Next Page link below.

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Post Date : 2025-02-03

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