Softtek

Buscamos al mejor talento para seguir haciendo de Softtek el Mejor Lugar para Trabajar!

Te gustarí­a formar parte de nuestro equipo de Consultores SAP como SERVICE MANAGER ?

Actualmente estamos contratando:

SERVICE MANAGER

SENIOR / SEMI SENIOR

Cualquier sede

Disponibilidad para Viajar

Inglés Avanzado (deseable)

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Responsible for the overall service performance, monitor and control the priorities, conflicts, meeting the customer expectation with the services scope and generate appropriate actions from feedback as a result of the Level of Service Provided, including planning, estimating, managing the change of the scope, mitigating the risk of all deliverables (service requirements, issues resolutions, requirements) Maintains a consistent and high quality approach, having a clear vision of how to benefit the Customer engagement, and implementing process improvement as well as best practices.

Responsibilities:

- Acts as the primary point of contact for all ERP support and maintenance-related issues.

- Coordinates required activities to make it possible to execute whole day to day process.

- Leads and executes Operational Rhythm activities at the operational and tactical level (Provide and present weekly and monthly status reports to the - client regarding SLAs, projects, and initiatives).

- Ensures adherence to ERP Playbook and ITIL.

- Ensures that team members document enhancement/change requests, estimate or support estimates, define work plans, and monitor the various requests until completion

- Ensures SLAs (Service Level Agreements) compliance to meet contractual obligations.

- Coordinates with different groups to ensure seamless integration of ERP systems with other applications.

- Coordinate with external vendors and partners to manage service contracts from an operational perspective.

- Facilitates and/or leads team members to troubleshoot and resolve complex issues related to ERP modules/products and functionalities.

- Handle P1 and P2 incidents, supporting the assigned team members until resolution, documenting the RCA and the client's process.

- Facilitates and/or leads root cause analysis for critical incidents and implement preventive measures.

- Facilitates and/or leads team members to execute activities to identify improvements, as well as perform productivity analysis of his service and team members.

- Proposes and implements automation and optimization initiatives for ERP services and/or operations.

- Follow up and/or lead ERP enhancements.

- Address various internal Softtek requests, such as audits, use of tools and methodologies, team training, etc.

Competences:

- Demonstrated strong project management and operational execution skills.

- Proven Change agent skills - demonstrated ability to identify and implement best practices.

- Negotiation skills for commitments, scope changes, timelines, effort, and proposals.

- Decision-making skills that help implement corrective actions for service deviations.

- Ability to mobilize commitment from other functions - boundarylessness, Influencing skills.

- Strong skills in statistical analysis - applied to variation reduction and process optimization.

- Productivity - Effort Forecasting and Control.

- Ability to communicate effectively with team members and customers, providing progress and status of service/specific requests.

- Ability to work with team members across different locations including LATAM and India.

- Experience managing teams of 10 or more people.

- Experience/knowledge of automation methodologies and initiatives to reduce ticketing and ticket resolution times.

- Experience/knowledge of Knowledge Transfer processes, SOP creation, and the creation of required documentation for service delivery.

- Energized and ability to energize others Leadership.

- Proactive mindset.

- Customer oriented.

- Problem solving oriented.

- Ability to work under high pressure, complex environments and availability to attend critical issues, handling P1 and P2 incidents outside of office hours or on weekends.

- Related AMS process expertise.

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OFRECEMOS:

- Estabilidad Laboral - Trabajo de Planta

- Excelente Sueldo - Prestaciones Superiores a las de Ley

- Oportunidades de Desarrollo

- Capacitación Constante

- Excelente ambiente de Trabajo

Si te interesa la Oportunidad Postulate por este medio!!

y envía tu Cv al corrreo de Contacto.