SAP Service Operations Manager

2 weeks ago

Columbus, Ohio, United States Lemongrass Full time

Lemongrass is a leading provider of software-enabled services, dedicated to delivering exceptional, highly automated Managed Services to Enterprise clients. Our extensive service portfolio is designed to ensure optimal outcomes from SAP transformations, allowing us to engineer strategies that leverage the economics, scalability, and agility of hyperscale computing while fostering business innovation and managing risks effectively. Our clientele spans various industries and regions across the Americas, EMEA, and APAC, and we collaborate with global technology leaders such as SAP, AWS, Microsoft, and Google.

Organizations often implement a multi-tiered team structure for comprehensive Service Delivery, where each team member contributes to specific tasks.

Key Responsibilities:

  • Service Design, Implementation & Testing
  • Service Onboarding
  • Service Stabilization or Hyper Care
  • Operational Service Management
  • Client Relationship Management
  • Contract Oversight
  • AWS Cost Oversight
  • Service Level Management
  • Service Escalation Management
  • Service Automation
  • Service Enhancement
  • DevOps Deployment
  • Define and refine the Service Scope based on the Lemongrass Service Catalogue;
  • Conduct process design workshops with clients, capturing essential processes in Swimlane Diagrams, focusing on the interaction between Client and Lemongrass processes;
  • Ensure seamless integration between the client and Lemongrass service desks, typically utilizing an email workflow-based process;
  • Collaborate with the team to implement Lemongrass and AWS Service Management Tools;
  • Develop and manage the execution of impactful Operational Readiness Tests;
  • Create comprehensive Service Delivery reports, emphasizing what makes this service unique for the client;

Service Onboarding

  • Gather existing Technical Design and Service Documentation, including any custom tools in use by the client;
  • Develop Client Induction Packs to facilitate the onboarding of Lemongrass resources at the start of the Service and beyond;
  • Transition open Service Items from the previous provider to Lemongrass;
  • Identify the Lemongrass Skills required, assemble the team, and recruit additional resources to meet skill requirements;
  • Onboard the Lemongrass Team, preparing for the Service Commencement and Service Stabilization;

Service Stabilization or Hyper Care

  • Establish criteria as a quality gate for transitioning from Project to Stabilization or Hyper Care support;
  • Conduct Daily and Weekly Stabilization Sessions, ensuring Critical Items are identified and addressed;
  • Define criteria as a quality gate for transitioning from Stabilization to Business as Usual (BaU) support;
  • Manage to achieve compliance with the Stable State criteria as swiftly as feasible;

Operational Service Management

  • Task and Issue Manage your assigned Service Delivery Team;
  • Foster an excellent, open, and supportive Team Spirit;
  • Ensure adherence to Lemongrass Leadership Principles;

Client Relationship Management

  • Establish and maintain a trusted advisor relationship with key stakeholders at the client;
  • Develop a thorough understanding of the client's critical business processes and any SAP-related performance issues;
  • Apply Lemongrass Leadership Principles in nurturing relationships with key stakeholders;

Contract Oversight

  • Ensure compliance with contractual terms and scope;
  • Proactively manage costs through all available means;
  • Initiate Contract Change Control as necessary;

AWS Cost Oversight

  • In collaboration with the AWS Financial Controller, ensure adherence to established budgets;
  • Identify opportunities for Cost Reduction and proactively engage with the client to implement these opportunities;
  • Ensure strong governance and change control on AWS costs and cost drivers;

Service Level Management

  • Ensure Service Levels reflect what is important to the client; propose and implement additional service levels as needed to enhance value;
  • Ensure adherence to Service Levels; identify and implement areas for improvement;

Service Escalation Management

  • Act as Escalation Manager in resolving Priority 1 and Priority 2 incidents;
  • Prepare and ensure delivery of Major Incident Reports;

Service Automation

  • Develop and Project Manage the Client Service Automation Plan;
  • Ensure consistent cost reduction through automation;
  • Optimize Service Automation Tools for efficiency;
  • Maximize and continuously improve the use of the Lemongrass Cloud Platform (LCP);

Service Enhancement

  • Develop and Project Manage the Client Service Improvement Plan;

DevOps Deployment

  • Develop and Project Manage the deployment of DevOps for the Client;

Qualifications:

As deep SAP specialists, our clients expect us to engage in meaningful discussions about SAP. As a Service Delivery Manager, you serve as the primary interface between the Client and Lemongrass.

To foster a trusted and value-added relationship, you must engage in meaningful conversations with SAP Functional, Technical, and Management teams within both the client and Lemongrass.

In addition to fluency in 'SAP Speak', a solid understanding of ITIL processes and terminologies is essential, along with familiarity with Infrastructure Management, Data Lifecycle Management, and Solution Manager.

  • Innovative Mindset – You challenge established industry norms when they do not serve the client; you empathize with clients and assess our actions from their perspective; you stay informed of developments and know when to introduce them to your clients;
  • Natural Authority – You enlist the help of others without needing borrowed power; you are optimistic and valued by the organizations you engage with;
  • Effective Prioritization – You focus on what matters, constantly ranking tasks and limiting data input;
  • Strong Communication Skills – You ask insightful questions and listen to stakeholders, valuing their opinions and being self-aware of your communication style;
  • Transparent Communication – You share information clearly and concisely, fostering trust without using information as a means of control;
  • Domain Expertise – You possess deep familiarity with project and service management, along with the tools and approaches employed by Lemongrass;
  • Consensus-Building Skills – You navigate conflict effectively, embracing only necessary conflict without seeking control;
  • Extensive Networking – You cultivate informal networks to resolve critical issues that arise;
  • Passion for Service Delivery – You view service delivery management as a vital career, actively seeking opportunities for change, improvement, and further education.

Selected applicants will undergo a background investigation, the results of which will be used in compliance with applicable law.

Lemongrass Consulting is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, religious creed, gender, sexual orientation, gender identity, gender expression, age, genetic information, status as a protected veteran, status as an individual with a disability, or other legally protected characteristics.

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