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Manage ERP service delivery operations across EMEA: vendor management, incident/crisis response, release and change coordination, monitoring, automation to reduce tickets, and continuous improvement.
Job Purpose and Impact
The Service Delivery Consultant will support the delivery of information technology service operations, which primarily consists of being responsible for the performance of internal and external service providers delivering the end-to-end services for ERP and Functions applications in the EMEA region, ensuring services are provided and continuously improving.
In this role, you will apply general knowledge of information technology to build partnerships with the businesses as well as internal information technology platform teams. Manage relationship and service management, application implementation and release management, break/fix problem resolution, application monitoring and maintenance, and continuous improvement.
Key Accountabilities
Qualifications
The Service Delivery Consultant will support the delivery of information technology service operations, which primarily consists of being responsible for the performance of internal and external service providers delivering the end-to-end services for ERP and Functions applications in the EMEA region, ensuring services are provided and continuously improving.
In this role, you will apply general knowledge of information technology to build partnerships with the businesses as well as internal information technology platform teams. Manage relationship and service management, application implementation and release management, break/fix problem resolution, application monitoring and maintenance, and continuous improvement.
Key Accountabilities
- Provide support to ensure information technology service operations with internal and external service providers is delivered against targets and contractual obligations.
- Partner with the vendor teams as part of day to day support operations.
- Be a point of contact for service issues and crisis management response.
- Participate in operational reviews with service providers inclusive of continuous improvement.
- Provide general guidance on service strategies across infrastructure, applications, and security offerings.
- Partner with internal business clients to ensure support goals and demand needs are incorporated into service plans.
- Drive reduction of the ticket volume by automation, process enhancements and proactive problem management.
- Oversee the assigned business investments in applications and infrastructure that build additional business capability or ensure more efficient technology operations.
- Independently solve moderately complex issues with minimal supervision by cross collaborating with broader teams, while escalating more complex issues to appropriate staff.
Qualifications
- Bachelor's degree or a related field or equivalent experience
- Minimum of 3 years of related work experience
- Experience in shared services environment.
- Experience anticipating emerging issues, problem solving and implementing new business solutions across process data and technology
- Experience interacting effectively, confidentially and appropriately with various levels management and customers
- 5 Years of experience in Service Delivery Operations/Service Assurance
- ITIL Foundation certified (V4 or V3).
- Experience in collaborating with regional and global teams to deliver solutions that meet business goals.
- Experience in using tools like Remedy, Power BI for support operations
Top Skills
Erp
Power BI
Remedy
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