IT Application Support & Service Delivery Lead

JOB TITLE - IT Application Support & Service Delivery Lead

DEPARTMENT - IT

LOCATION - Bangalore

ROLE AND RESPONSIBILITIES
✓ Service Delivery Management: Oversee daily operations, including incident management and service request management from response to resolution ensuring delivery of IT services with high system reliability, optimal performance, and adherence to defined SLAs.

✓ Own ITSM Platform: Own and manage the ITSM platform, ensuring right level of adoption and continuous improvements in line with Service Delivery evolution.

✓ Stakeholder Engagement: Act as the primary point of contact for business stakeholders and IT Business Partners regarding IT Support & Service delivery, ensuring alignment between IT services and business needs.

✓ Team Leadership & Coordination: Lead and coordinate support teams, including internal resources and external vendors, to ensure efficient and effective service delivery.

✓ Vendor Management: Collaborate with external vendors such as support partners and OEMs, ensuring service quality, contract compliance, and timely resolution of vendor-related or product-related issues.

✓ Change Management: Oversee change management processes, ensuring changes are deployed seamlessly with minimal impact to end-users, in adherence to proper ITGC standards

✓ Continuous Improvement: Drive process improvements for service delivery, focusing on automation, standardization, and best practices to enhance service quality and reduce downtime.

✓ Performance Monitoring & Reporting: Develop and maintain service performance metrics, create regular reports, and communicate these to stakeholders.

✓ Controls & Compliance: Ensure compliance of the key IT applications with ITGC audit and contractual parameters. Direct ownership of ITGC Controls for the SAP Landscape
✓ Budget & Resource Management: Manage service delivery budgets, resource allocation, and cost optimization to achieve the best value for the organization.

QUALIFICATIONS AND EDUCATION REQUIREMENT

Academic
✓ Relevant degree in Information Technology, Computer Science, Business Administration, or a related field

Professional
✓ Overall experience of ~ 12-14 years, with sufficient relevant experience in application service delivery in ecosystems having SAP, Salesforce, custom applications etc
✓ Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization.
✓ Analytical mindset with the ability to translate data into actionable insights and recommendations.

KNOWLEDGE & EXPERIENCE
✓ Strong expertise with ITIL standards or similar service management frameworks.
✓ Working Knowledge / familiarity with SAP Rise with HANA Pvt Cloud ecosystems
✓ Working Knowledge / familiarity with Salesforce, M365

✓ Experience working in a FMCG business context
✓ Strong Experience with ITGC controls and managing the same in an SAP environment