Responsibilities:
• Service Design, Implementation & Testing
• Service Take-On
• Service Stabilization or Hyper Care
• Operational Service Management
• Customer Relationship Management
• Contract Management
• AWS Cost Management
• Service Level Management
• Service Escalation Management
• Service Automation
• Service Improvement
• DevOps Deployment
• Define and refine the Service Scope based on the Service Catalogue;
• Run process design workshops with customers, capturing core processes in Swimlane Diagrams with a focus on the interaction between Customer and Company processes;
• Ensure service desk integration between the customer and Company service desks is designed, implemented, and tested; normally an email workflow-based process would be used;
• Design and work with the team to implement the Company and AWS Service Management Tools;
• Develop and manage the execution of meaningful Operational Readiness Tests;
• Develop comprehensive Service Delivery reports with a keen eye on what it is that makes this service special for the customer;
• Service Take-On
• Obtain existing Technical Design and Service Documentation, including with regards to any custom and bespoke tooling in use at the customer;
• Develop Customer Induction Packs to enable on-boarding of Company resources at the start of the Service and ongoing;
• Transition open Service Items from the Incumbent to Company;
• Define the Company Skills required, build the team including recruitment of additional resources to fulfil skills requirements;
• On-board the Company Team, ready for the Start of Service and Service Stabilization;
• Service Stabilization or Hyper Care
• Define criteria as a quality gate for transitioning from Project into Stabilization or Hyper Care support;
• Run Daily and Weekly Stabilization Sessions, ensuring Critical Items are identified and resolved;
• Define criteria as a quality gate for transitioning from Stabilization into BaU support;
• Manage to achieve compliance with the Stable State criteria as fast as reasonably feasible;
• Operational Service Management
• Task and Issue Manage your assigned Service Delivery Team;
• Build an excellent, open, and supportive Team Spirit;
• Ensure Lemongrass Leadership Principles are adhered to;
• Customer Relationship Management
• Build and maintain a critical friend and trusted advisor relationship with key stakeholders at the customer;
• Ensure a good understanding of the customers’ critical business processes and any SAP related process performance and bottlenecks;
• Apply the Lemongrass Leadership Principles in maintaining your relationship with those key stakeholders;
• Contract Management
• Ensure adherence to the contractual terms and scope;
• Drive down (all) cost in a pro-active manner through all possible means;
• Initiate Contract Change Control when and where required;
• AWS Cost Management
• Together with the AWS Financial Controller, ensure reporting of and adherence to established budgets;
• Identify opportunities for Cost Reduction and pro-actively engage with the customer on implementing those opportunities;
• Ensure strong governance and change control on AWS cost and cost drivers;
• Service Level Management
• Ensure Service Levels reflect what is important to the customer; propose and implement additional service levels if that is required to drive value to the customer;
• Ensure adherence to Service Levels; identify and implement areas for improvement;
• Service Escalation Management
• Act as Escalation Manager in the resolution of P1’s and P2’s;
• Write and ensure delivery of Major Incident Reports;
• Service Automation
• Develop and Project Manage the Customer Service Automation Plan;
• Ensure consistent cost reduction through automation;
• Ensure Service Automation Tools are optimized for efficiency;
• Ensure Lemongrass Cloud Platform (LCP) usage is maximized and continuously evolved and improved;
• Service Improvement
• Develop and Project Manage the Customer Service Improvement Plan;
• DevOps Deployment
• Develop and Project Manage deployment of DevOps for the Customer
