Job Description

Role - Manager Planning: Formulating strategies, planning, and strategizing to achieve business objectives Managing Service Desk/Contact Center: Overseeing account\'s processes and operations to ensure productivity and quality Improving: Analyzing and improving operational processes, identifying areas for enhancement, and implementing strategies to increase productivity and efficiency Controlling: Managing activities that are part of the production of goods and services Ensuring compliance: Securing compliance and safety Managing resources: Procuring material and resources, managing quality standards, and managing funds. Managing staff: O verseeing the recruiting and hiring process, training new and existing employees, and addressing employee performance and corrective action plans Managing finances: Overseeing financial management, budgeting, financial reporting, cost improvements, and other elements that impact account P&L Reporting: Provide Management Information System (MIS) and operational statistics to the management and client. Responsible for developing, analysing, evaluating, delivering and interpreting projects\' key metrics. This includes presenting the metrics in an understandable and useable format for sharing with leadership and client. Client Management : Maintaining a good client relationship, address grievances and ensuring personalized customer experience. Building trust and implementing a customer feedback loop. Maintaining a customer communication calendar Requirements: Excellent organizational skills, good conflict resolution, proven leadership skills, great decision-making skills, strong attention to detail, and adept at budgeting and forecasting Knowledge, understanding and application of project management principles and methodologies Over 7 years of experience in managing delivery for service desk (including voice/chat/email), including 3-4 years of leading a team for SAP support (handling one or multiple modules / processes in SAP S4HANA and should have knowledge of FICO, SD, MM, PP, QM, PM) Experience in master data of the respective SAP module Strong communication and presentation skills. Ability to multi-task and work in heterogeneous environment Expertise on Microsoft applications like MS Visio, Excel, PowerPoint etc. Understand L1/L1.5 Support issues and resolutions based on SOPs/End User documents available or based on the problem reported via Phone/ email / ticket. Work Timings: Flexibility to work 24/7. Timings could change based on requirements.

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