EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
We are seeking a Service Delivery Manager to oversee and enhance the delivery of IT services, focusing on SAP s/4 Hana and related applications.
This role requires close collaboration with peers, business representatives and support partners to ensure operational excellence, compliance and continuous improvement in a dynamic, multi-vendor environment.
Responsibilities
- Act as a team player within a group managing IT applications including SAP s/4 Hana and related vendors and processes
- Ensure adherence to ITIL and project management processes, participating in or owning Service Owner roles and activities
- Serve as escalation contact for IT incident tickets, collaborating with business and support partners to reduce backlog and prevent new issues
- Host and participate in operational incident, problem and change management processes
- Ensure support performance meets or exceeds predefined metrics and agreed targets
- Identify and target structural improvements in operational landscape, support-partner performance, system availability and efficiency
- Negotiate, agree and document processes or process improvements with business representatives and support partners
- Monitor and report on service delivery levels and service provider performance, actively seeking opportunities to improve service quality
- Support or lead IT security controls and audits, ensuring systems and activities comply with policies and regulations
- Act as single point of contact towards support partners and relevant business project teams
- Lead or guide onboarding of new services
- Participate in weekly rotation schedule as Manager on Duty, managing major incidents 24/7
Requirements
- Knowledge of Finance processes and technical background within IT Finance area
- Minimum 5 years of relevant experience in operational IT roles such as Service Delivery Manager, Transition Manager, Project Manager, Release, Change, Problem Manager or IT Operations Manager
- Knowledge and experience with SAP s/4 HANA, SAP MDG and SAP GRC or Solution Manager
- Core competencies in ITIL, Project Management and Stakeholder Management, with skills in Incident and Request Management, Crisis Management, Agile Methodology, Influence without Authority, Vendor Management and strong communication and presentation
- Experience with outsourced support and managing IT services such as Peoplesoft, Hyperion EPM, OneStream, MS Azure Cloud or Mulesoft integrations
- Familiarity with the retail industry
- Comfortable working in a multi-vendor, internationally dispersed environment
- Highly experienced in using IT Service Management Toolsets such as ServiceNow
- Fluent English communication skills at a C1 level
We offer
- We believe that the greatest strength of the company is its people. EPAM is fully committed to help its employees to reach their full potential and achieve their professional goals through continues learning. With this in mind, we would like to introduce to you few of the many opportunities and services which we believe will help you expand your current knowledge:
- Full access to cutting-edge tools and technologies
- Competitive compensation depending on experience and skills
- All-around Social package: professional & soft skills training, medical & family care programs, sports
- Relocation opportunities
- Free English classes
- Unlimited access to LinkedIn learning solutions
- Continuous experience exchange with experts and professionals worldwide
- Friendly team and comfortable working environment
- Engineering, corporate, and social events within and outside the Company
- Flexible working schedule
- Opportunities for self-realization
