Global Service Manager for SAP P.O.
DXC Technology Company
San Jose, San Jose , Costa Rica
hace 3 días

Job Description :

Provide technology consulting to external customers and internal project teams. Responsible for providing technical support and / or leadership in the creation and delivery of technology solutions designed to meet customers’ business needs and, consequently, for understanding customers’ businesses.

As trusted advisor create and maintain effective customer relationships so as to insure customer satisfaction. Maintain knowledge of leading edge technologies and industry / market domain knowledge.

Actively contribute to the company’s solutions portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer projects.

Shape technical direction and technical strategies within the organization and for external customers. Accountable for consistent and significant chargeability levels (or expense relief for internal project teams) and for assisting in meeting or exceeding revenue and customer satisfaction goals.

Contribute to organization’s profitability by generating and cultivating new business opportunities and by providing technical support for deal proposal development.

Responsibilities :

  • Accountable for a specific service provided by EAI to P&G. Service operations includes : Incident-, Change, Problem management, Escalation & Notification management, Capacity management, DR / BCP and Service Level management.
  • Accountable for the Key Performance Indicators and Service Levels towards Service Delivery Manager and towards P&G for the specific service.
  • Accountable for the definition, deployment, implementation and strict adherence to the SD processes : Incident, Problem, Change Management, Escalation & Notification process, Automation, Service level Management, DR / BCP, etc
  • Coach the organisation; provide guidance and directions.
  • Continuously identify areas of improvements to maximize efficiency, quality and cost of the delivery of the service.
  • Identifies additional people resource needs based on workload based on forecasts and additional workload coming out of GSR / O&R’s.
  • Maintenance of Demand in S&OP and ensuring actual utilization is in line with forecast.
  • Accountable and conducting of EAI Audits for the specific service
  • Participate in formal Escalation process as CSM (RRT / EMS)
  • Key contributor for the P&G Account Client Manager in respect of resource allocation for the delivery of the specific service.
  • Education and Experience Required :

  • 5 years of professional experience and a Bachelor of Arts / Science or equivalent degree in computer science or related area of study;
  • without a degree, three additional years of relevant professional experience.

  • Fluent in English
  • Knowledge and Skills :

  • Has sufficient depth and breadth of technical knowledge to design and scope multiple deliverables across a number of technologies.
  • Has demonstrated innovation and communication of new deliverables and offerings.
  • Has led team in the delivery of multiple deliverables across multiple technologies.
  • Ability to develop solutions that enhance the availability, performance, maintainability and agility of a particular customer's enterprise.
  • Has contributed to the design and application of new tools.
  • Ability to re-use existing experience to develop new solutions to take to market.
  • Possesses an understanding, at a detailed level, of architectural dependencies of technologies in use in the customer's IT environment.
  • Frequently uses product and application knowledge along with internals or architectural knowledge to develop solutions.
  • A recognized expert in one or more technologies within own technical community and also at regional level. Holds a vendor or industry certification in at least one discipline area.

  • Able to communicate with internal and external senior management confidently and demonstrate the professionalism of the job family.
  • Ability to work in a multi- technology environment with the ability to diagnose complex technical problems to their root cause.
  • In addition to troubleshooting skills and consulting skills, has ability to summarise prognosis and impact at practice lead level.

    Ability to adapt a consulting style appropriate to the situation and can identify up-sell opportunities.

  • Be able to demonstrate a broad understanding of market dynamics, an industry area, commercial issues, and technical concerns whilst maintaining depth in core focus area.
  • Ability to present within own area of expertise as part of a customer sales presentation, putting forward domain-specific information within the context of the company sales campaign.
  • Has demonstrated ability to lead others in the gathering of requirements, designs, plans and estimates.

  • Able to produce complete proposals for smaller engagements within own area of expertise.
  • Demonstrates broad knowledge in other technical areas in order to properly manage complex integration efforts. Demonstrates application of technical expertise in successful engagements involving multiple disciplines.
  • Able to independently complete solution implementation or application design deliverables.
  • Able to manage a team of consultants in the completion of one or more solution requirements, architecture, or implementation deliverable.
  • Portuguese will be considered as a Plus.
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