Senior SAP SDL Manager - Lead

At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!
At Navisite, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!
Sr. SAP SDL Manager - LEADSummary:
Position Summary: Sr. SAP SDL Manager As a SAP SDL Manager, you will be working with SAP SDLs. This will include managing SDLs, guiding them on supporting customers, their career progression, making them familiar with Navisite AMS processes, implement new processes for SDL team, Optimize the performance of the team, Escalation management, etc.  Your key responsibilities • Work with the SAP SDL team spread across different time zones• Guide them on SDL activities for supporting customers• Explain the Navisite processes (like Service Now, Openair, Ceridian, etc) in depth to the team members and make sure the understanding by individuals • Prepare career progression plans for the team members in their existing roles • Escalation management for the team members • Improve clear and proactive communication from the team members • Create and maintain team data on multiple aspects accurately • Create backups • Find and implement ways to reduce Aging incidents and service requests per customer and SDL• Inculcate the culture of innovation in the team to optimize the processes • Develop templates to standardize the processes like Weekly Service Report• Have a regular cadence with the team to check on the progress of the change management • Participate in customer meetings wherever necessary  Skills and attributes for success • Strong analytical and problem-solving skills • Strong drive to excel professionally, and to guide and motivate others • Advanced written and verbal communication skills • Dedicated, innovative, resourceful, analytical and able to work under pressure • Foster an efficient, innovative and team-oriented work environment  To qualify for the role you must have • A bachelor’s degree in one of the technical discipline. • Minimum of 10 years in SAP Service Delivery experience in either support or project implementation role along with 8 years of management experience • For AMS role, you will need to have minimum of 5 different support project experience • Very good in managing international teams and understanding cultural differences• Help Sales team for RFPs• Willingness to travel for work assignments and customer meetings • Willingness to coach the team• Willingness to assist in new project/client engagements • Should have excellent communication skills  • Should have process orientation   What we look for Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident team player equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization. If you’re ready to take on a wide range of responsibilities and are committed to seeking out new ways to make a difference, this role is for you. 

SDL Roles and Responsibilities:To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.Key Responsibilities (% of Time)1. Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organi