Information Technology Service Delivery Manager

We are urgently looking for an IT Service Delivery Leader with knowledge (at least notions) of these domains:

• SAP ECC
• MS Azure
• MS Power Platform
• EDI Integrations
• Broad view on integration & development
Preferably someone who also has some experience in managing and monitoring a team.

Job purpose:

· The IT Service Delivery Leader oversees the delivery of IT services in an environment that includes SAP, Microsoft products, custom developments, and integrations. The role requires ensuring that IT services meet or exceed established service level agreements (SLAs), while working with cross-functional teams to deliver reliable IT services across the organization.
· Main responsibilities and key tasks
· Plan the resources and prioritize the different team activities (support, bug solving, developments, Business Change Requests…)
· Contribute to the Business Applications roadmap defined by the business stakeholders and the IT Leadership team.
· Oversee IT service delivery projects, ensuring they meet deadlines, budgets, and quality standards.
· Contribute to business change requests approved by the Change Advisory Board and/or IT Board.
· Collaborate with other IT Team leads assessing complexity, workload impact of incoming business change request.
· Provide input on proposing, evaluating, and selecting appropriate design alternatives which meet the user requirements and are consistent with our current standards and processes.
· Build interfaces/EDI communication with customers, suppliers, 3PL, web platforms, shop-floor systems and other applications.
· Basic system monitoring on performance, short dumps and basic system administration tasks like printer definitions and log cleaning.
· Deliver support to the different Client user groups through helpdesk tickets.
· Provide regular activity updates to the Business Application Manager.

Job requirements

· Bachelor’s degree in Information Technology, Computer Science, or a related field.
· 7-10 years of experience in IT service delivery, with an emphasis on SAP and Microsoft technologies.
· Proven experience in leading IT teams and delivering complex projects.
· Strong knowledge of custom developments and integrations.
· Familiarity with ITIL or other service management frameworks.
· Proficient in project management tools and methodologies.
· Strong communication, leadership, and problem-solving skills.
· Experience in compliance and risk management within IT service delivery.
· Excellent programming skills in: ABAP, Javascript.
· Thorough experience in SAP technologies like ALE, EDI, IDOC, RFC, BAPI, BDC, User-exits, BAdIs, Report development, Workflow, Enhancements, Dialog Programming, proxies and SAP Process Orchestration.
· Insight in and understanding of functional & operational processes.
· Excellent knowledge of English, both oral and written.


Job complexity and challenges

· Master different systems for building interfaces/EDI communication.
· Understand functional/business requirements and prepare technical requirements based on those requirements.
· Knowledge of different programming languages: ABAP, Javascript, UI5.
· Cross-Functional Coordination: Navigate and align diverse teams with different priorities and expertise.
· User access rights in SAP complexity.
· Stay up-to-date with new SAP & other IT technologies (PO, XML, UI5, Fiori…) in a fast changing technical environment.
· Accountability and scope factors
· Accountable for meeting or exceeding service level agreements (SLAs) and customer expectations.
· Resource Management: Responsible for effective allocation and management of team and financial resources.
· Accountable for the successful delivery of IT service-related projects and changes within scope, time, and budget.
· Ensure all IT service delivery activities adhere to relevant regulations, standards, and company policies.
· Ensure consistency of the SAP data in accordance with the ITGC (IT General Controls) policies & procedures audited yearly by PwC.
· Ensure high availability of the Client Group applications.
· Ensure high availability of the different interfaces from SAP to external applications and vice versa.