Senior Manager/Manager, Service Delivery Management (Enterprise & Corporate Systems)

Job Responsibilities:

• Meet or exceed all SLA and KPI for service delivery (incidents, service request, problems & enhancements)
• Serve as IT applications operations & support escalation point for business users and ensure accurate & effective delivery of all vendors contracted services and SLAs.
• Take ownership of critical incidents, managing stakeholders (e.g., business users, senior management, IT teams) while ensuring the incident can be resolved within SLA.
• Lead the applications support team to continually improve the end user experience and customer satisfaction.
• Develop and update maintenance plans, procedures, work instructions and other operational documentation.
• Ensure vulnerabilities raised are fixed & deployed to production within stipulated time frame as planned with no escalation.
• Ensure audit reviews and compliance related activities are completed on time with no escalation.
• Manage enhancements and releases with the approved budget, ensuring that it is delivered successfully within budget, on schedule and adhering to internal processes & standards.
• Identify operational risks that could compromise contractual commitments and work with relevant stakeholders to mitigate them.
• Produce operational monthly reports for business users & IT senior management.
• Manage maintenance vendors & managed service partners, ensuring their services meet contractual commitments.
• Handle all hardware and software maintenance agreement renewals, ensuring adequate warranty support, without any contractual process deviation.

Job Requirements:

• Degree in Computer Science, Engineering, Information Systems, or related disciplines
• At least 10 years of experience in IT Applications Production support field with at least 3 years of experience in a management capacity in large organizations (matrix with local & functional reporting lines)
• Experience in PeopleSoft, Oracle software, SAP solutions, Microsoft SharePoint, Power Apps and Power Automate.
• Have an understanding of Finance, Human Resources, Procurement, Inventory Management, Warehousing Management and Workflow.
• Strong stakeholder management including vendor management.
• Good business acumen and ability to negotiate with business partners.
• Strong customer orientation and able to manage customer expectations.
• Excellent leadership and people management skills
• Ability to work under pressure on critical incidents and possess strong interest, passion in technology and its application.
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change in a fast-paced environment.
• Demonstrate strong analytical, problem solving, communication and attention to detail.
• Ability to adapt in a fast-paced environment.
• Solid organizational skills including attention to details.
• Knowledge of standard methodologies of Service Delivery and IT Governance (ITIL, COBIT).
• Having PMP certification is a plus.