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SAP Service Operations Manager

2 months ago

Columbus, Ohio, United States Lemongrass Full time

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

Organizations often implement a multi-tiered team approach for comprehensive Service Delivery, where each team member is responsible for 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 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 focusing on the interaction between Client and Lemongrass processes;
  • Ensure integration between the client and Lemongrass service desks is designed, implemented, and tested, 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 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 tools in use by the client;
  • Create Client Induction Packs to facilitate the onboarding of Lemongrass resources at the commencement of the Service and beyond;
  • Transition open Service Items from the previous provider to Lemongrass;
  • Identify the necessary Lemongrass Skills, build the team, and recruit additional resources to meet skill requirements;
  • Onboard the Lemongrass Team, preparing 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;
  • Define criteria as a quality gate for transitioning from Stabilization to Business as Usual support;
  • Manage to achieve compliance with the Stable State criteria as quickly as reasonably 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;
  • Ensure a thorough understanding of the client's critical business processes and any SAP-related performance issues;
  • Apply the Lemongrass Leadership Principles in maintaining relationships with key stakeholders;

Contract Oversight

  • Ensure compliance with 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 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 Management

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

Service Escalation Oversight

  • Act as Escalation Manager in resolving critical incidents;
  • 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 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 will be the key 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 Thinker – You are willing to challenge established industry norms that do not serve the client's interests; you empathize with clients and assess our actions from their perspective; you stay informed of developments and know when to introduce them to clients;
  • Natural Authority – You possess the ability to enlist the help of others without relying on borrowed power – you are optimistic and are viewed favorably by the organizations you work with;
  • Quick Analytical Skills – You can sift through information effectively, discerning what is essential and what can be disregarded;
  • Prioritization Skills – You consistently rank your tasks and manage fewer actions, emails, and meetings to streamline your focus;
  • Effective Communicator – You engage in meaningful communication and value the opinions of stakeholders, being self-aware of how your communication is received;
  • Transparent Communicator – You share information clearly and concisely, providing others with real insights without fear of repercussions;
  • Domain Expertise – You possess not only generic management skills but also a deep familiarity with the various fields in which Lemongrass operates, enhancing your strategic insight;
  • Consensus Builder – You manage conflict constructively, embracing only as much as necessary to maintain project integrity;
  • Network Cultivator – You leverage extensive informal networks to resolve issues that arise;
  • Passionate Professional – You view service delivery management as a critical and exciting challenge, treating it as a career by seeking opportunities for change, improvement, and ongoing education.

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.