Job Description

Qualifications:

• A bachelor's degree in technology or applicable work experience would be advantageous
• ITIL and PMP certifications would be advantageous

Minimum Requirements:

• Service delivery Lead and Service Management experience in a SAP application maintenance environment / project
• Minimum 8 10 years experience in leading application management services
• Responsibilities:

The delivery lead is responsible for monitoring the overall success of delivery across RPA, SAP and Service Management environments. Play an integrator role across all 3rd parties to ensure overall success of the AGA Digital technology department providing high quality services to the end user

• Deliver the contract not just to SLAs but to all the additional KPIs that have been created and agreed with the client
• Identify areas outside of Accenture scope which may be deterring the team from delivering an optimum service as well as solutions for these challenges
• Moving towards business process activities as opposed to ticket management. Enabling pro-active maintenance
• Continue working towards a zero-incident policy by implementing Fixes, automated monitoring and pro-active maintenance activities
• Managing a team of application management specialists and ensuring they deliver high-quality services to clients
• Establishing and maintaining relationships with clients, acting as a primary point of contact for all application management related issues
• Developing and implementing processes and procedures to ensure effective and efficient delivery of services
• Monitoring service delivery performance, identifying areas for improvement, and implementing changes as needed
• Ensuring that application management services are delivered in accordance with established SLAs and KPI's
• Maintaining an up-to-date knowledge of industry trends, technologies and best practices in application management
• Collaborating with other departments to ensure effective integration of application management services with other IT services

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