SIAM Service manager - Applications

Location

Pune | India

Job description

Job Description

SIAM Service manager - Applications should have following skillsets/ should be able to work on following:

• Having earlier experience as a service manager or similar role for ERP service area
• Partner/Vendor management: following up contractual compliance, scope and SLA/KPI reporting of Services.
• Acting as escalation point for operational issues.
• Ensuring Service Providers are compliant with policies and standards
• Ensure Incident, Change, Problem and Release management processes defined and followed
• Hosting service CAB meetings
• CMDB control and maintenance
• SAP EWA (Early Watch Alert) follow up with respective partner/vendor: Overseeing the periodic health check of the systems, troubleshooting of problems, analyzing and implementing rectification measures, ensure critical business process monitoring
• Ensure version maintenance and access of SAP GUI (Graphical User Interface) via machine and Citrix together with SAP Basis
• Ensuring documentation of standard operating procedures with respective application support partner/vendor
• Ensuring SAP Authorization process and policies together with SAP Authorization Concept Owner, Approve and validate support accesses
• SAP user and license management (owned/used) together with SAP Authorization Concept Owner, Solution Architect and Business stakeholders
• Service Lifecycle management with SAP Architects on system landscape, infrastructure and databases: patching, upgrades, ramp downs & ups, decommissioning etc.
• Ensure up to date BCP (Business continuity plan) along with disaster recovery procedure to ensure expected service availability
• Service improvement management - proposing CSI (Continuous Service Improvement) items for approval and implementation
• Ensure Service roadmap documentation
• Managing service related risks and issues
• Participate and ensure troubleshooting/improvement processes defined with key integrations
• Service communication
• Manage stakeholder expectations with execution and follows up on end-user satisfaction surveys
• Financial management - Budgeting, Forecasting, Invoicing, Recharging.
• Understanding SIAM Framework and ensuring that all stakeholders (Including Service Providers) understand it and act according to the SIAM framework.
• Have required knowledge of the (IT) services landscape and the skills to integrate and align services, in collaboration with internal and external suppliers, to provide seamless services to customers.
• Driving tasks in the domains of Service Management and Cloud Computing, as well as specific practical skills directly related to Service Integration and Management
• Responsible for designing, creating, and maintaining IT service portfolio and the lifecycle of services in the portfolio. Striving to develop a reliable IT service and improve the existing IT services, focusing on determining and meeting customers' needs, planning new services, and updating existing ones in line with the best practices.
• In addition to the service management knowledge, have sufficient technical insight on the technologies used in services.

Operations Management responsibilities include:

• Participate in Incidents, Major Incidents, Service Requests, Problem Management as required related to End user services in scope.
• Collaborate with Customer to understand service requirements and align service with business needs.
• Coordinate and lead customer's suppliers to follow and improve the performance within acceptable costs and contract limitations.
• Co-operate – as part of the customer specific Service Management Office – with other Service Managers
• Collaborate with Customer specific Service Management Office staff especially in the areas of Financial Management, Operations Management, License Management.

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