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SAP Service Operations Manager

2 months ago

Columbus, Ohio, United States Lemongrass Full time

Lemongrass is a technology-driven service provider dedicated to offering exceptional, highly automated Managed Services to Enterprise clients. Our suite of services is meticulously crafted to achieve optimal results from SAP transformations, empowering businesses with the economics, scalability, and agility of hyperscale computing while fostering innovation and mitigating risks. Our clientele encompasses various industries and regions across the Americas, EMEA, and APAC. We collaborate with leading technology partners such as SAP, AWS, Microsoft, and Google.

Many organizations utilize a multi-tiered team approach 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 Oversight
  • Client Relationship Management
  • Contract Oversight
  • AWS Cost Oversight
  • Service Level Oversight
  • Service Escalation Oversight
  • Service Automation
  • Service Enhancement
  • DevOps Deployment
  • Define and refine the Service Scope based on the Lemongrass Service Catalogue;
  • Conduct process design workshops with clients, documenting core processes in Swimlane Diagrams with a focus on the interaction between Client and Lemongrass processes;
  • Ensure integration between the client and Lemongrass service desks is designed, implemented, and tested, typically using an email workflow-based process;
  • Collaborate with the team to implement the Lemongrass and AWS Service Management Tools;
  • Develop and manage the execution of meaningful Operational Readiness Tests;
  • Create comprehensive Service Delivery reports with a focus on what makes this service unique for the client;

Service Onboarding

  • Gather existing Technical Design and Service Documentation, including any custom and bespoke tools utilized by the client;
  • Create Client Induction Packs to facilitate the onboarding of Lemongrass resources at the commencement of the Service and ongoing;
  • Transition open Service Items from the previous provider to Lemongrass;
  • Identify the Lemongrass Skills required, build the team, including recruiting additional resources to meet skill requirements;
  • Onboard the Lemongrass Team, prepared for the Start of Service 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 resolved;
  • Set criteria as a quality gate for transitioning from Stabilization to Business as Usual support;
  • Work towards achieving compliance with the Stable State criteria as quickly as feasible;

Operational Service Oversight

  • 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;
  • Ensure a thorough understanding of the client's critical business processes and any SAP-related process performance and bottlenecks;
  • Apply the Lemongrass Leadership Principles in nurturing your relationship with those key stakeholders;

Contract Oversight

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

AWS Cost Oversight

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

Service Level Oversight

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

Service Escalation Oversight

  • Act as Escalation Manager in the resolution of Priority 1 and Priority 2 issues;
  • Draft 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 evolve 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 are the primary interface between the Client and Lemongrass.

To foster a trusted and value-added relationship, you must engage in significant conversations with SAP Functional, Technical, and Management capabilities 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 Thinker – You are willing to challenge established industry norms that do not serve the client; you empathize with your clients and view our services from their perspective; you stay informed of developments and know when to introduce them to your clients;
  • Natural Authority – You do not rely on borrowed power to gain the cooperation of others – you possess an optimistic demeanor and are regarded favorably by the organizations you work with;
  • Effective Prioritizer – You focus on identifying what is essential and what can be disregarded, as there is often an overload of information;
  • Proficient Communicator – You ask insightful questions and actively listen to stakeholders, valuing their input and feedback;
  • Transparent Communicator – You share information clearly and concisely, fostering trust and openness;
  • Domain Expertise – You possess not only generic management skills but also a deep understanding of the various fields in which Lemongrass operates, the tools we utilize, and the methodologies we employ;
  • Consensus Builder – You navigate conflicts effectively, embracing only as much conflict as necessary to achieve project goals;
  • Network Cultivator – You rely on extensive informal networks within and outside Lemongrass to address issues that arise;
  • Passionate Professional – You view service delivery management as a vital and exciting career, continually seeking opportunities for improvement and professional development.

Selected applicants will undergo a background investigation, conducted 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.