What are the Key Deliverables in this role ?

Financial Outcomes

• Operational Efficiency Gains:  Ensure high performance and stability of Sales & Operations applications to minimize downtime and reduce operational costs, leading to improved productivity.
• Revenue Enablement:  Deliver seamless digital support and quick issue resolution to accelerate business processes, shorten sales cycles, and enhance customer satisfaction.
• Cost Optimization:  Support automation, integration, and process improvement initiatives to eliminate inefficiencies, reduce manual effort, and optimize IT expenditures.

Customer Service

• Consistent and Reliable User Experience: The Service Delivery Manager ensures stable and high-performing Sales & Operations applications, delivering smooth and dependable digital experiences for internal stakeholders and external partners.
• Proactive Service Recovery: By taking ownership of issue resolution, the role minimizes service disruptions through swift, sustainable fixes—enhancing user satisfaction and building trust.
• Service Excellence Through Innovation: Leveraging automation, integration, and data insights, the Service Delivery Manager drives continuous service improvement, enabling faster response times, reduced escalations, and a more agile support environment.

Innovation and Learning

• Driving Innovation Through Stability: By ensuring seamless and stable performance of Sales & Operations applications, the Service Delivery Manager creates a foundation for innovative digital experiences that enhance business agility.
• Empowering Teams Through Learning: The role promotes a culture of proactive issue resolution and continuous learning, mentoring teams to take ownership and evolve their problem-solving capabilities.
• Enabling Scalable Solutions: Through automation, integration, and data-driven strategies, the Service Delivery Manager fosters innovation in service delivery, enabling scalable improvements and future-ready operations.

What are the Critical success factors for the Role ?

• Bachelor's or Master's degree in technical preferred.
• 4–8 years in IT operations and service delivery for sales applications and functions.
• A proven track record of issue resolution, vendor management, and driving efficiency.
• Process-oriented mindset with experience in workflow analysis or process improvement.
• Organized, detail-oriented, and able to manage multiple priorities.
• Good technical expertise in SAP operations, integrations, and system connectivity.
• Ability to lead application service delivery, ensuring stability, security, and continuous evolution.
• A problem-solver mindset, capable of simplifying complexity and driving resolutions with urgency and precision.
• Experience leading IT support teams, fostering a culture of accountability and proactive engagement

What are the Desirable success factors for the Role ?

• Is a disruptor at heart, who looks at the status quo and says, "We can do better."
• Boasts a bias for action that's so pronounced, it's almost palpable, with a sense of urgency that's as infectious as it is inspiring.
• Has the charisma to rally troops and the tact to navigate the corridors of corporate power.
• Is a data whisperer, capable of coaxing insights from the noise to inform decisions and drive growth.
• Exudes a passion for problem-solving that's matched only by a We're offering a chance to be part of something that's bigger than any one individual. It's a call to arms for those who want to leave an indelible mark on the world of FMCG