Thoucentric - Consultant/Principal - IT Service Delivery/SAP

Consultant/Principal - IT Service Delivery (SAP)

Description:

Thoucentric is the Consulting arm of Xoriant, a prominent digital engineering services company with 5000+ employees. We are headquartered in Bangalore with presence across multiple locations in India, US, UK, Singapore & Australia Globally.

As the Consulting business of Xoriant, We help clients with Business Consulting, Program & Project Management, Digital Transformation, Product Management, Process & Technology Solutioning and Execution including Analytics & Emerging Tech areas cutting across functional areas such as Supply Chain, Finance & HR, Sales & Distribution across US, UK, Singapore and Australia. Our unique consulting framework allows us to focus on execution rather than pure advisory.

We are working closely with marquee names in the global consumer & packaged goods (CPG) industry, new age tech and start-up ecosystem. Xoriant (Parent entity) started in 1990 and is a Sunnyvale, CA headquartered digital engineering firm with offices in the USA, Europe, and Asia. Xoriant is backed by ChrysCapital, a leading private equity firm. Our strengths are now combined with Xoriant's capabilities in AI & Data, cloud, security and operations services proven for 30 years.

We have been certified as "Great Place to Work" by AIM and have been ranked as "50 Best Firms for Data Scientists to Work For".

We have an experienced consulting team of over 450+ world-class business and technology consultants based across six global locations, supporting clients through their expert insights, entrepreneurial approach and focus on delivery excellence. We have also built point solutions and products through Thoucentric labs using AI/ML in the supply chain space.

Job Description:

- Act as a "Service Delivery Lead" to effectively partner with business customers to achieve desired outcomes by collaborating with vendor partners in a single/ multi-vendor environment.

- The candidate must manage all the areas of service delivery to ensure all the IT and Business processes are being followed.

- Assist on multiple transition initiatives, oversee the program, and ensure successful delivery.

- Experience of large-scale program set up and development with seasoned project management expertise and skills.

- Track, measure, evaluate vendor performance with weekly, monthly, and quarterly status review as against agreed SLAs and KPIs.

- Collaborate with Applications and Infrastructure teams for effective planning and execution of different activities such as patching, upgrades, vulnerability remediations etc. and ensuring smooth functioning of business.

- Coordinate with vendor partners to ensure on time addressal of issues and fulfilment of Service requests raised by business functions and ensuring effective communications being sent to the concerned stakeholders.

- Address high-priority issues with minimal business impact and facilitate root cause analysis (RCA).

- Thrive for continuous Service Improvements in BAU space via optimization and automation activities.

- Effectively planning and execution of business demands, collaborating with multiple stakeholders.

- Manage escalations by involving the appropriate stakeholders and conflict resolution through cross functional meetings.

- Plan and facilitate training to the business function users on basic IT and Service Management processes.

- Plan to incorporate feedback from IT Business Partners and Leads into actionable objectives.

- Ensuring smooth functioning of the audit and compliance related activities by coordinating with the vendor partners such that the committed timelines are adhered.

- The candidate should be able to leverage previous work experience or gradually pick up functional aspects which include business processes in the areas of the supply chain, finance, sales & distribution, marketing, retail, eCommerce, etc.

- Demonstrate expertise in end-to-end agile project management and a deep understanding of the Software Development Life Cycle (SDLC).

- The candidate must understand different ITIL processes such as Incident, Problem, Service Request Fulfilment, Change and Release Management and Knowledge Management processes etc.

- End user understanding of the IT Service Management tool (ServiceNow, HPSM etc.) and Project Management Tools (Jira) would be an added advantage.

Requirements:

Educational Qualifications:

- Strong educational background from reputed engineering and management schools with 10-15 years of IT experience.

- Certifications in ITIL, PMP, SIAM, ISO, CSM/CSPO preferred.

Required Skills:

- Perform complex IT operational process analysis, design, and review.

- Highly proficient in IT Service Management Processes, IT Service Management Tools (e.g., ServiceNow)

- Highly proficient in using Microsoft Excel for reporting and data analysis and other MS tools (Project, PowerPoint etc.).

- Sound Understanding of agile project management methodologies and hands on experience in Project Management Tools (e.g., Jira).

- Understanding of Business Analytics and reporting tools (PowerBI , Tableu etc,) is desirable.

- Proven leadership skills with the ability to work with technical and business teams including virtual teams

- Must have the ability to work with process and technology vendors in the delivery of project solutions

- Must have a breadth of understanding of technology and IT market trends

Benefits:

Personal Attributes:

- Ability to cope in a complex and fast-changing business environment, and to respond calmly and rationally to changing aspirations in a deadline-driven situation.

- Strong planning and organizing skills including the ability to manage several work streams simultaneously.

- Excellent communication skills with a capacity to present, discuss and explain issues coherently and logically both in writing and verbally.

- Good influencing and persuasion skills with the ability to enthuse and inspire multidisciplinary teams and build successful relationships at all levels.

- Good team player, self-motivated and able to work on own initiative.

- Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues.

- Ability to balance conflicting and changing demands through prioritization and a pragmatic approach.

What is in it for You:

- Be part of the exciting Growth Story of Thoucentric!

- Work on projects that help you stay ahead of the curve. Not just exciting projects, if you are a self-starter, you will also get multiple opportunities to design, drive and contribute to the organizational and practice initiatives.

- Constant learning curve with very approachable and intellectual group of consultants.

- Be part of One Extended Family. We bond beyond work - sports, get-togethers, common interests etc. Work in a very enriching environment with Open Culture, Flat Organization and Excellent Peer Group.

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