Service Delivery Manager

What we Ask

The Service Delivery Analyst is:

• Experienced in SAP technical capabilities and starting in SAP Service Delivery Management.
• Managing End-2-End delivery of all agreed IT services within Global FrieslandCampina IT Operations/SAP Center of Excellence cluster, conform to SLA’s and the continuous service improvement.
• Driving SAP process automation, innovation and continuous service improvement.
• Managing defining SLA’s with service owners based on agreed IT SLA’s and providing regular updates on performance and status of continuous service improvement activities.
• Participating during incident escalation management for Priority 1 and 2 incidents.
• An active communicator via our internal platform Viva Engage

To achieve this, the Service Delivery Analyst has the following capabilities:

• Good communication skills.
• Understanding of Customer and internal IT delivery management.
• Good understanding of business needs & operational requirements within a SAP operations and technical delivery domain.
• Knowledge about ITIL processes.
• Understanding of IT services & SLA.

What we Offer

In this exciting role, we are offering you:

• A great working environment within our Kuala Lumpur office which is our central office for the Asia region.
• Cooperation with a great team of IT experts within the IT and business organization.
• An international environment spreading from Europe to the far East with a complex landscape of IT solutions to support our IT applications and infrastructure.
• A position where you can have an immediate impact on the quality of the IT services we offer to our business.
• Opportunity to make use of our extensive online and physical training portfolio offered within our FrieslandCampina Academy
• A competitive salary and reward system.

Vacancy Description

• Service delivery management with a strong SAP technical background.
• Experienced in SAP basis, technical capabilities.
• Take responsibility & ownership for SLA services and related projects.
• Take ownership on audit and internal control requirements
• Drive automation and innovations in SAP Service-management.
• Work with partners and stakeholders in Business and IT on service management.
• Supports defining service agreement for contracts with 3rd parties.
• Ensure ownership of applications is documented in the service catalogue and CMDB.
• Manage escalations and complaints regarding SAP services, incidents and changes.
• Drive problem management process for recurrent- and priority- incidents.
• Optimize service delivery utilizing support tooling; ServiceNow and SAP Solution Manager
• Drive integrated ECO Service management and Reporting.
• Manage Service Level Reporting with in and external IT delivery teams.
• Manage the SAP IT Service Portfolio and Service Catalogue.
• Assist SAP Functional teams to continuously improve services.
• Work with all required parties to improve the E2E process of incident and problem management.
• Drive Demand to Delivery requirements of new, changed and retired services.
• Drive Service management for strategic IT Operations initiatives.
• SAP Service management point of contact for service related questions.
• Manage relationship with all stakeholders in SAP Service Management domain.
• Advise on IT solutions / support / service models.