An exciting opportunity to support the delivery of SAP Application services through an outsourced service model.
The successful candidate will ensure the services are run optimally against contracted outcomes and any problems with their delivery are identified and resolved, engage our suppliers and internal IS teams where necessary so that service level agreements and key performance indicators can be met and exceeded.
Building and maintaining positive relationships between the supplier and Centrica to, you will demonstrate effective collaboration and teamwork. Actively work with IS and Business to ensure their business needs are met.
Location : Staines - currently working from home, talk to us about long term flexible working
Package : Competitive base salary plus bonus, healthcare, pension and 25 days annual leave
What will you be doing?
Service Management: Responsible for a subset of the technical SAP services through the management of third-party suppliers including service level management, risk management, service improvements, issue resolution
Technical Assurance: Responsible for the validation and assurance of third-party supplier activities for SAP maintenance, including (but not limited to) capacity management, vulnerability patching, secure code deployment, environment management, queue management, batch scheduling, Access management, system monitoring, Cloud hosting and SAP health-checks (performance, availability etc.)
Vendor Management: Develop and maintain relationships with key Vendors (SAP, Microsoft, Oracle) and act as escalation point between third-party suppliers and vendors
Service Delivery and Quality Assurance: Deliver Coordination and implementation of a Continual Service Improvement Plan – ensuring proactive focus on increasing the quality or reducing the costs/overheads of the SAP services
Ownership: Provide a point of contact for the escalation of problems with the delivery of the services from our internal colleagues and challenges facing our suppliers
Governance: Participate in Service Reviews and representing the infrastructure/application function in key forums
Ops: Support of the Incident and Problem process
Transformation, Outcomes, DevSecOps: Support the target operating model and ways of working to deliver outcome-based business value
Governance: Assure service delivery standards are maintained for security, controls, performance, safety, issue management, reporting and change delivery
Stakeholder management: Prioritise operational engagement and lead on high impacting issues, influencing key partners and communicating with stakeholders.
To be great in this role you will need:
Experience and Qualifications
Proven experience of SAP Basis as well as infrastructure, database, operating system, Cloud and application technologies
ITIL v3 Foundation Certificate
Experience of working within an ITIL based service delivery model
Proven experience in service delivery and supplier relationship management within a service framework including SLA, KPI and OLA management
Numerate with experience of operating within a commercial framework
Demonstrable skills in written and verbal communications at all levels e.g. able to clearly articulate complex technical solutions or issues in a clearly understandable and non-technical manner
Knowledge and experience of managing performance with third parties or internal delivery teams within a service framework, including SLA, KPI and OLA management
Ability to apply broad technical knowledge to complex and diverse issues
Understands business criticality and performs impact analysis to make informed decisions.
Technical competencies
Strong technical background, with proven experience working with SAP and good awareness of emerging technologies such as Cloud (SAP, Azure, AWS), API, digital, CI/CD
Process driven, structured and analytical approach
Positive attitude to developing professional knowledge, expertise and personal skills that lead to increased effectiveness
Proactive and able to identify and drive ad-hoc and virtual teams
Self-motivated, able to coordinate and manage virtual teams to a common goal with the tenacity to own and drive programmes of work to resolution
Complexity: Requires a good understanding of the technologies provided and how they underpin the operations of the business
Stakeholders: The management of internal and technical stakeholders (including third parties). Ability to engage, build and sustain relationships with internal and external stakeholders to ensure all activity delivers greatest value.
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