Cognitus · 12 hours ago
SAP Director, Service Delivery
DC-Baltimore Area
Full-time
Remote
Director/Executive
15+ years exp
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Responsibilities
Responsible for maintaining and improving customer satisfaction and relationships
Drive consistent Service Delivery Management, Quality Assurance and Operational Excellence according to both Cognitus and client policies/procedures.
Drive and ensure consistent customer Transition services and onboarding.
Document, Maintain and insure adherence to Client Service Delivery Manual
Act as senior client escalation point
Managing warranty, SLA adherence and other client KPI’s.
Lead Monthly service reviews on account, SLA’s, financials, engagement, and personnel status
Expansion - Drive client roadmaps, account planning and development, QBR, and scorecards with Sales and Industry solution team. Provide internal KPI’s on revenue retention and account growth objectives
Expansion - Identify and drive Cross-sell / Up-Sell opportunities in coordination with Sales
Renewal Management - Manage, forecast, and sell [or influence] recurring revenue stream. Maintain high level of renewal rates and reduce churn
Ensure Cognitus profitability on the account through adherence to estimates and services delivered
Collaborate, locally and globally with all LOBs involved with the account
Review and approve monthly invoice and billing (time and expenses)
Manage, Develop and mentor a team of Service Delivery Managers / AMS Managers (up to 10 team members)
Accountable for proactively managing resource utilization, including scheduling, hiring, interviewing and on-boarding new employees.
Drive successful Transition / On-boarding plans for new clients and Employees
Insure Operational Excellent for the team, including proper Quality & Governance
Coordination of Management reporting (SLAs, KPIs, profitability, customer satisfaction)
Provide input into performance management process, including reviews.
Accountable for identifying and driving growth of team members (as demonstrated through promotion, training, new skill development/delivery, etc.)
Development plans for underperformers
Role will require Utilization component of up to 50% (variable based upon team size).
Administrative tasks of team management like time approvals etc.
Identify and drive continuous improvement initiatives for the Managed Services Division
Executive Support of QBR’s and Steering committee meetings for some direct report accounts
Assist with Sales Cycles – RFP’s, Contracts and SOW’s for assigned clients
Partner with Product teams and enable the Service Delivery team on Products and Solution offerings and identify up-sell and cross-sell opportunities
Develop and Expand Managed Services Solution offerings
Identify and drive Service Delivery strategic and improvement initiatives
Drive awareness around customer success by working cross functionally with SAP, industry and Product / Solutions Management, Marketing, Sales, Global Managed Services, and other key functions
Create awareness of cross-LOB initiatives that will impact delivery of Managed Services to the client (Projects, Organizational changes, etc.)
Lead the Annual Customer Satisfaction Surveys
Lead / Support the ISO 9001 and 27001 Audits.
Lead Internal Audits for Service delivery Accounts.
Attend, position and promote Cognitus in Industry Events, Blogs, Webinars etc – ASUG, TSIA, LinkedIn, etc
Qualification
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Required
Bachelor’s degree in information technology or related field of study
15+ years of IT experience
12+ years of SAP with support (client or supplier) experience (of which at least 5 years is Functional hands-on experience)
7+ years of Service Delivery / Account Management
3+ years of Leadership experience
Proven experience engaging with C Level executives
Managed Services and Project scoping, estimating and planning experience
Experience in Sales cycles for Application Managed Services
Cross functional and SAP S/4HANA expertise with an ability to talk at a medium to high level across the entire application
Experience across multiple industries and/or business functions
Superior written and verbal communication skills, including a demonstrated ability to effectively deliver information at the C-suite/VP level
Experience working with SAP current technologies (S/4HANA – RISE and Public Cloud, Cloud ALM) and partner products and able to learn new tools and software quickly
Experience working with Global Delivery teams
Preferred
Advanced degree
Project Management certification
ITIL Framework understanding and knowledge, ITIL V3 Foundations Certification or higher
3+ years of Project Management experience
Robust understanding of key technology and market trends.
Experience in Rollouts, Mergers and Acquisitions.
Benefits
Comprehensive health, dental, and vision insurance.
Retirement savings plan.
Generous paid time off and holidays.
Professional development opportunities.
Company
Cognitus
At Cognitus, our purpose is to build and implement innovative software solutions that help our customers achieve faster, more effective and sustainable business transformations.
201-500 employees
H1B Sponsorship
Cognitus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (13)
2022 (17)
2021 (12)
2020 (17)
Funding
Current Stage
Growth StageTotal Funding
$5.5M2024-04-22Private Equity· $5.5M
Leadership Team
Robert van der Zande
CEO (Co-Founder)
Recent News
Business Journals
2024-04-28
Company data provided by crunchbase
