Job Description

Vacancy No

VN1065

Business Unit

Corporate

Job Location

India, Philippines, Malaysia

Employment Type

Full Time

Job Details and Responsibilities


Lemongrass Consulting (www.lemongrassconsulting.com) is the leading professional and managed service provider of SAP enterprise applications running on hyperscale cloud infrastructure. Our objective is to delight our customers every day by reducing the cost and increasing the agility of their SAP systems. We do this with our continuous innovation, automation, migration, and operation, delivered on the world's most comprehensive cloud platforms - AWS, Azure and GCP. We have been working with AWS since 2010 and we are a Premier Amazon Partner Network (APN) Consulting Partner. We are also a Microsoft Gold Partner, a Google Cloud Partner, and an SAP Certified Silver Partner.

Our team is what makes Lemongrass exceptional and why we have an excellent reputation in the market that we enjoy today. At Lemongrass, you will work with the smartest and most motivated people in the business. We take pride in our culture of innovation and collaboration that drives us to deliver exceptional benefits to our clients every day.




Summary: The Service delivery manager role is a Key role within the Lemongrass Operate Division. Being the face of lemongrass to our clients, ensuring compliance and delivery of our world-class service offering. Working closely with your peers and the technical teams to help grow accounts and deliver stable profitable services.


As a critical incident manager with 5-6 years, you could be called into manage clients at different stages of the life cycle, some may be from the operate design stage others taking over when they an established client.




Responsibilities:

• Incident Management:
• + Act as the primary point of contact for all major incidents. Utilize thorough evaluation of impact, urgency, and severity to prioritize incidents effectively.
+ Facilitate incident management bridge calls involving support teams, on-call application teams, and if required leadership teams.
+ Proficiency in managing diverse monitoring platforms such as ServiceNow and PagerDuty.
+ Define and refine the Service Scope based on the Lemongrass Service Catalogue.
+ Should have knowledge in SLAs and KPIs while generating comprehensive Process Performance Reports.
+ Clear understanding to prepare comprehensive Service Delivery reports with a keen eye on what it is that makes this service special for the customer.
+ Work with business relationship management to determine business impacts, conflicts and risk associated with process.
+ Maintaining the SOP and the Knowledge Articles in Jira.
+ Monitor and record incident progress in real-time.
+ Measure Incidents on a weekly basis and work on the scope of improvement areas.



Problem Management: • + Oversee both reactive and proactive Problem Management processes from start to finish.
+ Implement ITIL best practices to establish consistent execution of Root Cause Analysis, Corrective Actions, and Preventative Actions.
+ Optimize the design, execution, and management of Critical Problem Management processes across the service life cycle.
+ Generate metrics reports for the Problem Management process to demonstrate achievements and identify areas for improvement.
+ Require candidates to have in-depth knowledge of Problem Management processes, including Root Cause Analysis, Known Error, and Major Incident Review.
+ Collaborate with teams to investigate and identify the root cause through Root Cause Analysis.
+ Utilize problem management methodologies to analyze the causes of recurring incidents.
+ Ensure the complete lifecycle management of problem records, including the identification, recording, and tracking of Incidents, Problems, or Changes until resolution in line with agreed-upon standards.
• Service Design, Implementation & Testing
+ Service Take-On
+ Service Stabilization or Hyper Care
+ Operational Service Management
+ Customer Relationship Management
+ Contract Management
+ AWS Cost Management
+ Service Level Management
+ Service Escalation Management
+ Service Automation
+ Service Improvement
+ DevOps Deployment
• + Define and refine the Service Scope based on the Lemongrass Service Catalogue.
+ Run process design workshops with customers, capturing core processes in Swimlane Diagrams with focus on the interaction between Customer and Lemongrass processes.
+ Ensure service desk integration between the customer and Lemongrass service desks is designed, implemented, and tested; normally an email workflow-based process would be used.
+ Design and work with the team to implement the Lemongrass and AWS Service Management Tools.
+ Develop and manage the execution of meaningful Operational Readiness Tests.
+ Develop comprehensive Service Delivery reports with a keen eye on what it is that makes this service special for the customer.
• Service Take-On
+ Obtain existing Technical Design and Service Documentation, including with regards to any custom and bespoke tooling in use at the customer.
+ Develop Customer Induction Packs to enable on-boarding of Lemongrass resources at the start of the Service and ongoing.
+ Transition open Service Items from the Incumbent to Lemongrass.
+ Define the Lemongrass Skills required, build the team including recruitment of additional resources to fulfil skills requirements.
+ On-board the Lemongrass Team, ready for the Start of Service and Service Stabilization.
• Service Stabilization or Hyper Care
+ Define criteria as quality gate for transitioning from Project into Stabilization or Hyper Care support.
+ Run Daily and Weekly Stabilization Sessions, ensuring Critical Items are identified and resolved.
+ Define criteria as a quality gate for transitioning from Stabilization into BaU support.
+ Manage to achieve compliance with the Stable State criteria as fast as reasonably feasible.
• Operational Service Management
+ Task and Issue Manage your assigned Service Delivery Team.
+ Build an excellent, open and supportive Team Spirit.
+ Ensure Lemongrass Leadership Principles are adhered to.
• Customer Relationship Management
+ Build and maintain a critical friend and trusted advisor relationship with key stakeholders at the customer.
+ Ensure a good understanding of the customers' critical business processes and any SAP related process performance and bottlenecks.
+ Apply the Lemongrass Leadership Principles in maintaining your relationship with those key stakeholders.
• Contract Management
+ Ensure adherence to the contractual terms and scope.
+ Drive down (all) costs in a pro-active manner through all possible means.
+ Initiate Contract Change Control when and where required.
• AWS Cost Management
+ Together with the AWS Financial Controller, ensure reporting of and adherence to established budgets.
+ Identify opportunities for Cost Reduction and pro-actively engage with the customer on implementing those opportunities.
+ Ensure strong governance and change control on AWS cost and cost drivers.
• Service Level Management
+ Ensure Service Levels reflect what is important to the customer; propose and implement additional service levels if that is required to drive value to the customer.
+ Ensure adherence to Service Levels; identify and implement areas for improvement.
• Service Escalation Management
+ Act as Escalation Manager in the resolution of P1's and P2's.
+ Write and ensure delivery of Major Incident Reports.
• Service Automation
+ Develop and Project Mange the Customer Service Automation Plan.
+ Ensure consistent cost reduction through automation.
+ Ensure Service Automation Tools are optimized for efficiency.
+ Ensure Micoud usage is maximized and continuously evolved and improved.
• Service Improvement
+ Develop and Project Mange the Customer Service Improvement Plan
• DevOps Deployment
+ Develop and Project Manage deployment of DevOps for the Customer




Qualifications

Qualifications:



We are deep SAP specialists, and our customers expect us to be able to have a sensible conversation about SAP. As a Service Delivery Manager, you are the key interface between the Customer and Lemongrass.



For that to be a trusted and value-added relationship, you need to be able to have meaningful conversations with SAP Functional, Technical and Management capabilities within the customer and Lemongrass.



In addition to being fluent in 'SAP Speak', a good understanding of ITIL processes and terminologies is important, as is a level of affinity with Infrastructure Management, Data Lifecycle Management and Solution Manager.


• You are innovative - You are happy to challenge established patterns in the industry if they do not make sense to customers; you are able to put yourself in the shoes of your customers and observe what we do from their perspective; you keep abreast of developments and know when to introduce them to your customers.
• Command authority naturally - You don't need borrowed power to enlist the help of others - you just know how to do it - you are optimistic and are viewed in a favorable light and are valued by the organizations you work for.
• Possess quick sifting abilities, knowing what to note and what to ignore - The latter is more important since there's almost always too much data, and rarely too little; ignoring the right things is better than trying to master extraneous data.
• Set, observe, and re-evaluate priorities frequently - You focus and prioritize by ranking what is on your plate constantly and by handling fewer actions, emails, attending fewer meetings, and generally limiting their data input.
• Ask good questions and listen to stakeholders - Great project managers don't just go through the motions; they care about communication and the opinions of the parties involved and they are sufficiently self-aware to know how their communication is received by those stakeholders.
• Do not use information as a weapon or a means of control - You communicate clearly, completely, and concisely, all the while giving others real information without fear of what they'll do with it.
• Possess domain expertise in (agile) project and service management - You will end up not just having generic management skills; you will also have a deep familiarity with the multiple fields that Lemongrass operates in, the tools we operate and the approaches we deploy that gives you a natural authority and solid strategic insight.
• Exercise independent and fair consensus-building skills when conflict arises - But you embrace only as much conflict as is necessary, neither avoiding nor seeking grounds for control of a particular project segment.
• Cultivate and rely on extensive informal networks inside and outside Lemongrass to solve problems that arise - You identify any critical issues that threaten projects and handle them resolutely (vs. ignoring them);
• Look forward to going to work - You believe that service delivery management is an exciting challenge that's critical to our success: you view service delivery management as a career and not a job, and you treat it so by seeking areas for change, improvement and additional training and education.
• The selected applicant will be subject to a background investigation, which will be conducted and 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 on the basis of 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 applicable legally protected characteristics.•






About Lemongrass


Lemongrass is a software-enabled services provider, synonymous with SAP on Cloud, focused on delivering superior, highly automated Managed Services to Enterprise customers. Our customers span multiple verticals and geographies across the Americas, EMEA and APAC. We partner with AWS, SAP, Microsoft and other global technology leaders.