Role &

- Responsibilities

- Service Delivery Management

Oversee daily operations, including incident management and service request management from response to resolution, ensuring delivery of IT services with high system reliability, optimal performance, and adherence to defined SLAs.
- Own ITSM Platform:

Own and manage the ITSM platform, ensuring right level of adoption and continuous improvements in line with Service Delivery evolution.
- Stakeholder Engagement:

Act as the primary point of contact for business stakeholders and IT Business Partners regarding IT Support &
- Service delivery, ensuring alignment between IT services and business needs.

- Team Leadership &
- Coordination:

Lead and coordinate support teams, including internal resources and external vendors, to ensure efficient and effective service delivery.
- Vendor Management:

Collaborate with external vendors such as support partners and OEMs, ensuring service quality, contract compliance, and timely resolution of vendor-related or product-related issues.
- Change Management:

Oversee change management processes, ensuring changes are deployed seamlessly with minimal impact to end-users, in adherence to proper ITGC standards.
- Continuous Improvement:

Drive process improvements for service delivery, focusing on automation, standardization, and best practices to enhance service quality and reduce downtime.
- Performance Monitoring &
- Reporting:

Develop and maintain service performance metrics, create regular reports, and communicate these to stakeholders.
- Controls &
- Compliance:





Ensure compliance of the key IT applications with ITGC audit and contractual parameters. Direct ownership of ITGC Controls for the SAP Landscape.
- Budget &
- Resource Management:

Manage service delivery budgets, resource allocation, and cost optimization to achieve the best value for the organization. Skills &

- Qualifications

Must-Have

- Relevant degree in Information Technology, Computer Science, Business Administration, or a related field.
- Overall experience of ~12-14 years, with sufficient relevant experience in application service delivery in ecosystems having SAP, Salesforce, custom applications etc.
- Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization.
- Analytical mindset with the ability to translate data into actionable insights and recommendations.
- Strong expertise with ITIL standards or similar service management frameworks.
- Working Knowledge / familiarity with SAP Rise with HANA Pvt Cloud ecosystems.
- Working Knowledge / familiarity with Salesforce, M365.
- Experience working in a FMCG business context.
- Robust Experience with ITGC controls and managing the same in an SAP environment.

Preferred

- Planning and Time Management.
- Influencing Skills.
- Negotiating Skills.
- Listening Skills.
- Analytical Skills.
- Problem Solving.
- Stakeholder Management.
- Vendor Management.
- Motivational Skills.
- Result Orientation.
- Coaching ability.
- Relevant Domain Experience.

Skills: itgc controls,itsm platform,itil,m365,sap,sap s/4hana,salesforce

📌 IT Application Support & Service Delivery Lead-PL (Karnataka)
🏢 IAssess Consultants
📍 Karnataka