Senior SAP SDL Manager - Lead

At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!

At Navisite, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!

Sr. SAP SDL Manager - LEAD

Summary:

Position Summary: Sr. SAP SDL Manager 

As a SAP SDL Manager, you will be working with SAP SDLs. This will include managing SDLs, guiding them on supporting customers, their career progression, making them familiar with Navisite AMS processes, implement new processes for SDL team, Optimize the performance of the team, Escalation management, etc. 

Your key responsibilities 

• Work with the SAP SDL team spread across different time zones

• Guide them on SDL activities for supporting customers

• Explain the Navisite processes (like Service Now, Openair, Ceridian, etc) in depth to the team members and make sure the understanding by individuals 

• Prepare career progression plans for the team members in their existing roles 

• Escalation management for the team members 

• Improve clear and proactive communication from the team members 

• Create and maintain team data on multiple aspects accurately 

• Create backups 

• Find and implement ways to reduce Aging incidents and service requests per customer and SDL

• Inculcate the culture of innovation in the team to optimize the processes 

• Develop templates to standardize the processes like Weekly Service Report

• Have a regular cadence with the team to check on the progress of the change management 

• Participate in customer meetings wherever necessary 

Skills and attributes for success 

• Strong analytical and problem-solving skills 

• Strong drive to excel professionally, and to guide and motivate others 

• Advanced written and verbal communication skills 

• Dedicated, innovative, resourceful, analytical and able to work under pressure 

• Foster an efficient, innovative and team-oriented work environment 

To qualify for the role you must have 

• A bachelor’s degree in one of the technical discipline. 

• Minimum of 10 years in SAP Service Delivery experience in either support or project implementation role along with 8 years of management experience 

• For AMS role, you will need to have minimum of 5 different support project experience 

• Very good in managing international teams and understanding cultural differences

• Help Sales team for RFPs

• Willingness to travel for work assignments and customer meetings 

• Willingness to coach the team

• Willingness to assist in new project/client engagements 

• Should have excellent communication skills

• Should have process orientation

What we look for 

Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident team player equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization. If you’re ready to take on a wide range of responsibilities and are committed to seeking out new ways to make a difference, this role is for you. 

SDL Roles and Responsibilities:

To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Key Responsibilities (% of Time)

1. Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. (25%)

2. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. (20%)

3. Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). (20%)

4. Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. (20%)

5. Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%)

NAVISITE - Part of Accenture, is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Navisite does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.

Internal Applicants – No sponsorship available / External Applicants – Sponsorship not guaranteed. Any potential sponsorship depends on a number of factors, including but not limited to the local candidate pool and can vary from year to year.

You must ensure compliance with data protection legislation under the DPA, EU GDPR, any other ​applicable ​data protection legislation​.