ERP Service Delivery Lead
San Antonio de Belen, Costa Rica
hace 4 días

ERP Service Delivery Lead-SAN01810Cargill provides food, agriculture, financial and industrial products and services to the world.

Together with farmers, customers, governments and communities, we help people thrive by applying our insights and over 150 years of experience.

We have 150,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work.

Position Purpose :

This position is responsible for delivering and managing the end-to-end services for the assigned SAP Instance within Global IT, ensuring services are provided and continuously improving.

This role is responsible for designing, building, sustaining, pricing, and enhancing the service, including service delivery and cost recovery.

This position will drive application standardization for the instance, and will collaborate with Instance Owners, BU leadership and BRMs to understand the business outcomes of the service, and with architects, technology brokers, and external service providers to understand the underlying technologies.

This position willtrack service KPIs to drive ongoing improvements in service delivery performance.This position will be responsible for setting and executing the strategic vision of the team, ensuring the team is delivering on its promises to the business, and creating a high performing environment through talent management and people leadership..

This position will need to provide broad oversight and guidance for a medium-size team with a moderate scope of activities with SAP Service delivery organization, and oversees highly complex application support activities requiring deep and extensive application support knowledge.

Leads, advises and makes decisions on all major application support activities or projects with medium term outlook. Activities include : relationship and service management, application implementation and release management, break / fix problem resolution, application monitoring and maintenance, and continuous improvement.

This position will be the key contact with SAP Instance Owners and CBS SAP Lead consuming the service as it relates to delivery of SAP Services for the Instance,and will needto ensure a comprehensive understanding of the business needs.

  • This position will partner with the Enterprise Process Owners & Managers on application planning and value realization activities;
  • and with the Regional SAP Deployment Leads who focus on execution and delivery. This position will define the reporting and metrics needed to manage the instance and then ensure the SAP organization is delivering against those needs.

    This position will have responsibilities in the following areas :

    Participates in developing the service strategy for the assigned SAP Instance.

    Leadership of development and sustain activities for the instance.

    Create an annual strategy to develop and enhance the Instance services.

    Understands IT service cost drivers and connects cost of service to consumption drivers

    Reviews business requests for service enhancements and undertakes cost evaluation, standards reviews, and prioritization

    Guides continuous improvement efforts for the Instance.

    Meets with service architects to discuss impact of new technologies and the architecture roadmap

    Manages the SLAs for the E2E Service (internal Business Partners / external Vendors & 3rd party partners)

    Drives standardization (versus customization) of the Instance.

    Responsible for cross-Instance alignment with peer E2E Instance owners.

    Responsible for service descriptions for E2E Service Catalogue.

    Responsible for partner relationship management (SAP / ACCN / Cap Gemini / Deloitte)

    40% Accountability Category #1 : RELATIONSHIP AND SERVICE MANAGEMENT

    Develops relationships and interacts with application users to develop a deep and extensive understanding of the business and goals.

    Keeps an open channel of communication with users and provides broad oversight and guidance on application support requests and needs.

    Provides broad oversight and guidance for a medium-size team which communicates and interacts directly with application users via telephone, email or web interface to provide solutions for moderate to strategic and highly complex application issues, questions or support tickets.

    Develops and maintains relationships and acts as an escalation point for internal IT managers and supervisors as well as third-

    party vendors on highly critical issues.

    Utilizes deep and extensive application support knowledge to review and / or approve the development and facilitation of application training sessions as requested by business users.

    Has a deep and extensive understanding of service level agreements to lead and / or act as a key participant in the development and / or approval of service expectations and offerings.

    Reviews and analyzes the documentation and tracking of support services provided, including incidents and user requests, using

    Cargill's incident tracking software.

    Utilizes deep and extensive application support knowledge and is accountable for ensuring application technology complies with Enterprise Architecture framework.

    Reviews / approves and / or provides input to application framework variances as needed.

    Participates in working groups to develop or update target architectures.


    Provides broad oversight for release management processes and the programming, configuration, testing and deployment of fixes or updates for application version releases.

    Includes providing oversight on the installation of patches, updates, and releases on development, test, quality assurance and production systems

    Performs and / or reviews and approves analysis on highly complex, medium to long-term implementations of solutions considering cost, reliability, performance and business strategy

    Partners with application development managers and supervisors and provides strategic advice or guidance for new development efforts that will need to be supported.

    Recommends decisions regarding support transition guidelines.

    For a medium-size team, oversees moderate to advanced and highly complex change request handling and effective change controls specifically relating to business unit and enterprise-wide implications.

    10% Accountability Category #3 : BREAK / FIX PROBLEM RESOLUTION

    Performs broad reviews on incoming incident tickets and / or user requests and ensures they are given the appropriate priority in accordance to service level agreements.

    Oversees and guides a team in moderate to highly complex incident and problem resolution by troubleshooting or researching technical application issues and offering proactive and reactive application support to the end user.

    Utilizes deep and extensive application support knowledge to approve and / or develop standards for troubleshooting documentation to assist in the resolution or elimination of incidents.

    Ensures adequate coverage of application support by working with supervisors and application support analysts to develop an on-

    call rotation team which responds to critical application issues outside of normal working hours as needed.

    10 countability Category #4 : APPLICATION MONITORING AND MAINTENANCE

    Provides general guidance and tactical leadership to a team performing moderately to highly complex technical aspects of application upgrades and enhancements

    Consolidates feedback on recurring incidents and uses a deep and extensive knowledge of problem management methods to prioritize efforts and direct a team in identifying and resolving underlying root causes of incidents.

    Develops and / or approves processes and procedures and oversees the administration and maintenance of user access for a moderate-

    size scope of application(s).

    Provides broad oversight for projects related to risks and controls.

    Oversees and provides advanced direction to a team monitoring applications with significant business impact. May assist in monitoring activities which typically include addressing highly complex issues with data interfacing, reporting, system status and / or other application-specific tests.

    Responds to highly complex planned and unplanned outages by identifying and coordinating necessary resources and providing updates to leadership as appropriate.

    Has a deep and extensive knowledge of Cargill technology, compliance standards, industry trends and developments.

    10 countability Category #5 : CONTINUOUS IMPROVEMENT

    Maintains a close partnership with business managers and supervisors to identify gaps in support processes and direct efforts in developing solutions

    Identifies collaboration opportunities with other support team managers and supervisors and acts as a lead in the development and improvement of processes, complex enterprise-

    wide solutions and action on items important to business continuation

    Reviews and approves recommended improvements for moderate to advanced and highly complex application- specific support processes and procedures.

    Utilizes deep and extensive application support knowledge to review and assess the research, evaluation and recommendations of technology solution alternatives.

    10% Accountability Category #6 : PEOPLE, BUDGET AND RESOURCE MANAGEMENT

    Accountable for setting and managing the budget for team

    May lead the selection of staff and other employees; determines resource needs, plans for future workforce needs, and approves selection decisions.

    Responsible for aligning overall team resources to execute against short term and long-term strategies and meeting application support objectives

    Provides general guidance to direct reports in the areas of application support for highly complex, medium-term application support activities and projects.


  • Experience in service delivery management and Service introduction
  • Bachelor’s Degree ( 10 years) in IT, or Computer Science or equivalent work experience
  • Minimum of 12 years of IT and business / industry work experience, with at least 8 years of
  • experience in managing a large distributed team
  • 5 years’ experience managing SAP applications including support & maintenance
  • 8 years of people management experience
  • Experience managing for ITIL processes
  • Business fluency in English
  • Preferred Qualifications

  • Master’s Degree (MBA)
  • Minimum of 10 years’ experience in SAP Development and Service delivery
  • Project management certification
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