Head of Delivery, Application Management Services

6 months ago

Dubai, United Arab Emirates invenioLSI Full time

**Description**:
invenioLSI is the world’s #1 independent SAP consultancy and implementation partner for Public Sector and Services organizations. Our domain specialties include Government, Local Authorities, Policing, Healthcare, Education, Public Transport, and Tax, with a niche and established position within the Media & Entertainment sector.

invenioLSI now has a preeminent position in the United States and Canada as well as a strong presence in Europe, the Middle East, and the Asia Pacific. We are a global entity with technical expertise, specialist focus, exceptional customer service, profitable growth, and an engaged workplace culture. For over 21 years, our consultants have brought deep expertise combined with advanced technologies to enable organizations to run at the speed of business. By focusing squarely on what we know best—modernization built on SAP—invenioLSI delivers quicker time to value and helps enterprises be more effective.

As we accelerate the impact of advancements in SAP technology, our customers benefit from end-to-end solutions and service portfolios that help them make the move to next-generation enterprise business suites. These digital transformations are driven by our commitment to customer and employee success. At the intersection of meaningful technical software and people, we believe in investing in our relationships. invenioLSI sets the vision for change with a focus on bettering the lives of people that use our solutions--all while celebrating our employees’ diverse backgrounds, beliefs, and abilities.

**Global Head of Delivery, Application Management Services (AMS)**

This is an Associate Vice President Level role reporting to the Global Head of Delivery. This position can be located anywhere in the EMEA region or India.

**Responsibilities**:

- Managing the P&L and Revenue Recognition for managed services projects globally. Lead the AMS portion of the Project Delivery Board.
- Lead the managed services (operations, staff augmentation) delivery organization for the assigned accounts.
- Manage Service Delivery Managers for various engagements.
- Lead, direct, and manage AMS Support and staff augmentation engagements.
- Establish standard operating procedures for operations as well as management of project teams at various client locations in support of customer business operations or in some cases staff augmentation.
- Maintains performance statistics as it pertains to Service Level Agreements, specific to individual customers as defined in our customer agreements. Develops and implements best practices and standardized reporting across engagements.
- Implements and supports Key Performance Indicators (KPIs) for delivery projects and set up structures and processes to manage them.
- Maintain regular contact with the Global Head of Delivery, Regional Heads of Delivery and PMO to monitor and assess project progress.
- Identify operational risks and design and implement mitigation plans.
- Define operational strategies and standards and ensure compliance.
- Review project staffing plans and budgets and provide input for delivery pricing, both onshore and offshore.
- Service as an escalation point for Programs and Projects when needed.
- Identify new revenue opportunities and cost-cutting measures while maintaining quality of delivery (margin improvement and/or protection).
- Review customer proposals and provide delivery sign-off.
- Define resource management, recruitment, and services partnering strategies in conjunction with senior management.
- Participate in selected project Steering Committees and customer stakeholder management

**Qualifications and Experience**
- 12 plus years of experience demonstrating leadership and management experience managing operations, including remote and offshore team management in the Global delivery model.
- Excellent interpersonal, communication, and organizational skills.
- 8 years of leadership work experience in the professional services industry, preferred.
- Public Sector industry experience preferred Media and Entertainment experience a bonus.
- Core ERP and Knowledge of Tax and Revenue process is preferred, not required.
- Excellent knowledge and understanding of ITIL standards.
- Demonstrated in-depth knowledge of the IT service competency principles and practices.
- Experience working within multi-location teams both on-shore and off-shore.
- Experience managing large IT Programs and Projects.
- Experience in managed services.
- Experience preferred in client-facing roles within Large blue-chip or Big 4 consulting organizations.
- Track record of customer focus, based on openness, trust, and delivering on promises.
- Excellent customer service, written and oral communication, and interpersonal skills.
- Experience working within a multi-cultural and international environment.

**Other Requirements**:

- International travel is required.
- Ability to work in a virtual environment across multiple time zones.
- Flexibilit

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