Job Description

Summary
Our client is a reputable company in the MNC. In order to support the company's expansion and continuous improvement, our client is looking for a talented and dynamic professional to join them as IT Service Delivery Manager (2 years contract).
You'll do
1. Collaborate closely with IT teams, business leaders, and external vendors to ensure effective service delivery and continuous improvements.
2. Focus on optimizing IT services for enterprise systems such as SAP ECC & BW, Kinaxis RapidResponse, and other critical business platforms.
3. Take responsibility for maintaining operational excellence, enhancing user experience, and ensuring IT services align seamlessly with business goals.
Responsibility:
1. Service Delivery Management

• Ensure end-to-end delivery of IT services for enterprise applications like SAP ECC & BW, Kinaxis RapidResponse, and other business-critical platforms.
• Monitor service-level agreements (SLAs) and key performance indicators (KPIs) to ensure timely and quality service delivery.
• Collaborate with business units to understand their requirements and align IT services accordingly.
• Manage incidents, service requests, and escalations.

2. Operational Support

• Oversee the day-to-day operation of SAP modules (e.g. FI/CO, MM, SD, PP), Kinaxis RapidResponse, SAP BW, DMS, and other enterprise systems.
• Coordinate with internal IT teams and external vendors to resolve technical issues and minimize downtime.
• Manage and perform application configuration, upgrades, patches, and enhancements to ensure business continuity and system stability.
• Conduct root cause analysis (RCA) for recurring issues and implement solutions to prevent future occurrences.

3. Project Management

• Support the deployment of new enterprise application modules, features, and integrations.
• Work with project managers to ensure timely and cost-effective delivery of IT initiatives.
• Participate in planning, testing, and rollout activities for applications.
• Lead small to medium-scale projects related to system enhancements, migrations, or process improvements.

4. Stakeholder Engagement

• Act as the primary point of contact for business stakeholders regarding enterprise application services.
• Facilitate communication between business teams, IT teams, and external vendors to ensure alignment.
• Provide regular updates, reports, and dashboards to stakeholders on system performance, issues, and improvement plans.

5. Change and Release Management

• Follow established change management protocols for introducing new features or updates to enterprise applications.
• Coordinate with cross-functional teams to plan and execute releases with minimal disruption to business operations.
• Ensure proper documentation of all changes and updates.

6. Vendor and Partner Management

• Liaise with external vendors (e.g., SAP, Kinaxis, Accenture, etc.) to ensure the timely delivery of services and resolution of issues.
• Evaluate vendor performance and provide feedback for continuous improvement.
• Negotiate service contracts and agreements to optimize costs and service quality.

7. Continuous Improvement

• Identify opportunities to optimize existing processes and systems to improve efficiency and performance.
• Stay updated on the latest trends, updates, and best practices related to SAP, Kinaxis, and enterprise applications.
• Drive automation initiatives to reduce manual tasks and improve operational efficiency.

8. Compliance and Security

• Ensure enterprise applications comply with relevant regulatory, security, and governance standards.
• Collaborate with IT security teams to address vulnerabilities and ensure data protection.
• Support audits by providing necessary documentation and system information.

9. Team Leadership and Knowledge Sharing

• Provide guidance and mentorship to junior team members or peers.
• Organize and conduct training sessions for end-users and internal teams on application usage and best practices.
• Ensure knowledge transfer and documentation for all key processes and systems.

10. User Access Management

• Follow established access management procedure & policy for user access creation and update in enterprise applications.
• Collaborate with business owner on user access review and housekeeping

Requirement:

• With a Bachelor's Degree in Computer Science, Information Technology, or related field.
• Min 5 years experience or above in IT service delivery, with a focus on SAP, Kinaxis, or other enterprise applications. Certifications in SAP, Kinaxis, or ITIL are a plus.
• Strong functional knowledge of SAP modules (e.g., FI/CO, MM, SD, PP) and their integration points.
• Basic knowledge in SAP ABAP and user access management.
• Familiarity with Kinaxis RapidResponse, including configuration and operational support.
• Understanding of enterprise application architecture and integration with other systems.
• Experience with ITIL processes (Incident, Problem, Change Management).
• Knowledge of database systems, cloud platforms, and APIs for enterprise applications.
• Excellent problem-solving and analytical skills.
• Strong communication and stakeholder management abilities.
• Ability to work under pressure and manage multiple priorities.
• Team-oriented with leadership and mentoring capabilities.
• Project management skills.

Reporting to
Director
For more information or confidential consultation, please do not hesitate to contact (Veen) at veenneer.tan@bell-ward.com.
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Company Registration No. : 1080098-P (JTK License No : JTKSM 427)