Service Delivery Manager | ERP | Integration
Free account needed to apply or save. It takes a minute, and we'll bring you right back to this job.
Key details
- Location
- Amman, Jordan
- Work style
- Onsite
- Level
- Senior
- Job type
- Full-time
- Experience
- 10–13 yrs
- Function
- Product / Program management
- Focus area
- other
- Posted
- 5d ago
Skills
customer serviceerpitsmnegotiationoperational risk managementperformance managementpmprisk management
About the role
- Manage ERP service delivery operations across assigned customers, contracts, and SLA engagements.
- Ensure achievement of contractual service levels, customer commitments, and operational KPIs.
- Maintain senior-level relationships with customers and act as an escalation point for significant service issues.
- Oversee service delivery performance, customer satisfaction, escalations, risks, and improvement plans.
- Lead regular customer service governance and performance review meetings.
- Manage and develop the ERP Service Delivery team, including performance, capacity, workload, and development planning.
- Coordinate with ERP technical, functional, project, sales, and commercial teams to ensure effective end-to-end service delivery.
- Identify risks related to SLA performance, resources, customer expectations, and operational capacity and implement mitigation actions.
- Drive service improvement plans based on performance trends, customer feedback, and operational analysis.
- Establish and enhance service delivery processes, reporting standards, escalation models, and governance mechanisms.
- Support the review of SLA requirements for new and renewed support contracts.
- Provide management with regular reporting on service performance, operational risks, customer satisfaction, and resource requirements.
- Support commercial teams in customer discussions related to ERP support and managed services.
- Perform other assigned duties as required.
Requirements
- Bachelor’s degree in Business Administration, MIS, Computer Science, IT, or a related discipline.
- Strong knowledge of ERP service management, SLA governance, customer management, and IT service delivery.
- ITIL Foundation certification is strongly preferred.
- ITIL advanced certification, PMP, or other relevant management certification is an advantage.
- Min 10 years of relevant experience in ERP service delivery, IT service management, or support operations, including significant leadership and customer management experience.
- Service delivery management
- People leadership
- Strategic customer management
- SLA and contract governance
- Operational planning
- Risk management
- Negotiation
- Business communication
- Performance management
- Continuous improvement
- Commercial awareness
Benefits
Annual Salary raise
Medical Insurance
Annual Bonus
Get jobs like this as soon as they're posted
Talnox checks company career sites all day and ranks every opening against your profile. Free to join.