Job Title: SME Strategic Application Planning & projects
Location: Reading, UK (Hybrid for 3days/week)
Job Type: Permanent
Job Description -
* The role provides the single point of contact and accountability for business units and geographies regarding all IT S4/ERP services which are live or about to go live.
* The person will be highly customer driven with a proven track record of building relationships with senior stakeholders and managing their expectations both on a technical and non-technical basis.
* They will build relationships with the Business Solution Owners and Business Partners to gather information to understand the business priorities and provide guidance on the performance of services and opportunities available to improve them in a way which improves the performance of the business unit or function.
* The role is critical in representing the requirements of the business within Service Delivery and ensuring that the end-to-end delivery of SAP service across the different IT tower leads is aligned with the customer’s expectation, while at the same time ensuring that expectation is realistic within the bounds of the service delivery IT landscape.
* Matrix ownership of the local application portfolio and a common goal to drive its rationalization
* Key to the role is ensuring the highest levels of customer satisfaction and the role holder will proactively manage the expectations around SAP Service Levels.
* Additionally, the role holder will work with the Service Delivery organisation to manage and, where required, expedite escalations on the customer’s behalf.
* The role holder will act as the customer’s advocate on any service delivery and service improvement issues.
* He/She is responsible for ensuring that the level of service availability delivered in all services matches or exceeds the current and future agreed needs of the business.
* He/She will ensure operational excellence & delivery of each service component to agreed operating levels.