Service Delivery Analyst
Key challenge for this role is striving for SAP operational and service delivery excellence with a strong focus on SAP technical availability and performance.
- Accountable to meet committed business SLA agreements for global SAP technical services, in close cooperation with supporting platforms, partners and suppliers.
- Accountable for follow up on internal- and external- audits and controls in the SAP service domain.
- Close involvement in the End-2-End incident management and problem management process to ensure timely RCA and problem ticket delivery.
- Managing different levels of stakeholders autonomously across the IT organization.
- Informing IT leadership and the business and driving user & customer satisfaction.
- Continuously improving the quality of SAP IT services according to ITIL standards.
- Flexible and adjusting to customer demands and needs.
Ce que nous demandons
The Service Delivery Analyst is:
- Experienced in SAP technical capabilities and starting in SAP Service Delivery Management.
- Managing End-2-End delivery of all agreed IT services within Global FrieslandCampina IT Operations/SAP Center of Excellence cluster, conform to SLA’s and the continuous service improvement.
- Driving SAP process automation, innovation and continuous service improvement.
- Managing defining SLA’s with service owners based on agreed IT SLA’s and providing regular updates on performance and status of continuous service improvement activities.
- Participating during incident escalation management for Priority 1 and 2 incidents.
- An active communicator via our internal platform Viva Engage
To achieve this, the Service Delivery Analyst has the following capabilities:
- Good communication skills.
- Understanding of Customer and internal IT delivery management.
- Good understanding of business needs & operational requirements within a SAP operations and technical delivery domain.
- Knowledge about ITIL processes.
- Understanding of IT services & SLA.
Ce que nous offrons
FrieslandCampina offers you a place to be yourself. In an innovative work environment with facilities and support that are second to none, we welcome your skills, ideas, and passion. Most of all we welcome you as the person you are and the person you want to be. Our mission is to liberate people to work smarter.
Our reward policies support Friesland Campina’s values and business strategy by helping to attract, engage and retain the best possible talent at every level. We offer remuneration packages that recognize and reward individual performance, experience, and potential, while reflecting competitive practices in all the countries in which we operate. A transparent, consistent, and fair approach to reward is critical to our success and growth.
Description du poste vacant
- Service delivery management with a strong SAP technical background.
- Experienced in SAP basis, technical capabilities.
- Take responsibility & ownership for SLA services and related projects.
- Take ownership on audit and internal control requirements
- Drive automation and innovations in SAP Service-management.
- Work with partners and stakeholders in Business and IT on service management.
- Supports defining service agreement for contracts with 3rd parties.
- Ensure ownership of applications is documented in the service catalogue and CMDB.
- Manage escalations and complaints regarding SAP services, incidents and changes.
- Drive problem management process for recurrent- and priority- incidents.
- Optimize service delivery utilizing support tooling; ServiceNow and SAP Solution Manager
- Drive integrated ECO Service management and Reporting.
- Manage Service Level Reporting with in and external IT delivery teams.
- Manage the SAP IT Service Portfolio and Service Catalogue.
- Assist SAP Functional teams to continuously improve services.
- Work with all required parties to improve the E2E process of incident and problem management.
- Drive Demand to Delivery requirements of new, changed and retired services.
- Drive Service management for strategic IT Operations initiatives.
- SAP Service management point of contact for service related questions.
- Manage relationship with all stakeholders in SAP Service Management domain.
- Advise on IT solutions / support / service models.
Détails de l'équipe
Voir tous les collègues sur LinkedInFor thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are.
We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world.