PeopleSoft交付总监
Service Delivery Director - PeopleSoft
公司的服务提供员：POPESOFT,SERVICE DELIVER,SERVE DELIVER,DIRECTOR,SERVERY DEVELOPMENT. 我们致力于为业务带来热情和客户关注。服务交付主任 - PeopleSoft 服务交付总监人软领导并管理分配账户的服务交付团队，负责对这些帐户的端到端管理服务的交付。服务交货团队将由 PeopleSoft Functional,PeopleSoffTechno-Functional 和 PeopleSofts 开发人员组成。服务交给主管将与参与主任密切合作，共同负责客户满意度。这是一个高级领导职位，需要定期与客户的利益相关者，包括功能和业务领袖进行互动，以使服务提供符合客户的战略优先事项。责任：· 为战略账户/s 负责生产支持的领导；· 领导负责解决事件，处理服务请求和在范围中定义的其他服务项目的工作团队。·监督事件排列并监督对事件和服务要求分配优先事项和任务给团队成员。·确保满足服务水平协议 (SLA). 积极采取主动和纠正措施来管理并确保工作声明 (SOW) 中概述的 SLA 合规性。·确保及时更新票据，以及团队对客户沟通。· 主动安排维护任务，为客户保持一个维护活动日程，包括应用 PUM 更新，PeopleTools 补丁和 CPU 补丁。·了解客户的商业事件日历，如财务闭幕等，并提供额外监督以支持这些事件。·与客户在已同意的时间表中举行状态会议。·与顾客进行季度商业审查 (QBR) 演示。· 管理客户升级，并对升级提供额外监督。· 监测工作需求和规划能力以满足工作负载要求。· 导师团队成员并根据团队需要的指导。· 作为客户高级接触点，定期与客户利益相关者，包括功能和业务领导人进行交流，以便将服务交付与业务优先事项和组织目标保持一致。· 与客户功能和 IT 领导合作，制定 APP 战略路线图。
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Service Delivery Director - PeopleSoft
Service Delivery Director – PeopleSoft leads and manages the service delivery team for assigned accounts and is responsible and accountable for the end-to-end delivery of managed services for those accounts. The service delivery team will consist of PeopleSoft Functional, PeopleSoft Techno-functional, and PeopleSoft Developers. The Service Delivery Director will work closely with the Engagement Director and will jointly be responsible for customer satisfaction. This is a senior leadership role requiring regular interaction with the client's stakeholders, including functional and business leaders, to align service delivery with the client's strategic priorities.
Responsibilities:
· Lead delivery of production support for a strategic account/s
· Lead the team that is responsible for resolving incidents, addressing service requests, and delivering other service items defined in the scope.
· Monitor the incident queue and oversee the prioritization and assignment of the incidents and service requests to the team members.
· Ensure the Service Level Agreement (SLA’s) are met. Take proactive and corrective action to manage and ensure compliance with SLA’s outlined in the Statement of Work (SOW)
· Ensure timely ticket updates and customer communication from the team.
· Proactively schedule maintenance tasks and maintain a calendar of maintenance activities for the customer including applying PUM updates, PeopleTools patches and CPU patches.
· Understand client’s calendar of business events such as financial close etc. and provide additional oversight to support these events.
· Conduct status meetings with the customer at a cadence that has been agreed upon with the customer.
· Conduct quarterly business reviews (QBR) presentations with the customer.
· Handle customer escalations and provide additional oversight to escalations.
· Monitor the work demand and plan capacity to meet the workload requirements.
· Mentor team members and provide guidance as needed by the team.
· Serve as the senior point of contact for the client, regularly interacting with client stakeholders, including functional and business leaders, to align service delivery with business priorities and organizational goals.
· Partner with client functional and IT leadership to shape the strategic roadmap for application support, influencing decisions on upgrades, modernization, and continuous service improvement initiatives.
· Identify and pursue opportunities for account growth, including upsell and expansion of the managed services scope, in collaboration with sales and account leadership.
· Champion continuous improvement, automation, and AI-enabled support initiatives to improve service efficiency and quality.
· Provide governance and oversight across multiple accounts or workstreams as needed, ensuring consistent delivery standards, tools, and best practices.
Mandatory Requirements:
· 20+ years of PeopleSoft experience
· 10+ years of experience of managing PeopleSoft production support engagements as a service delivery manager, including senior/lead-level ownership of strategic accounts
· Demonstrated experience engaging and influencing senior client stakeholders and functional business leaders, including at the executive/steering-committee level
· Proven track record of P&L / account financial management, contract negotiations, and account growth
· Strong people-leadership experience, including building, mentoring, and managing cross-functional technical teams
Success Measures:
This role will be evaluated on the following measures:
· SLA Compliance
· Ticket updates and customer communication
· Customer satisfaction
· Gross Margin target
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job.
Applicants are considered for all positions in accordance with statutes and regulations concerning non-discrimination on the basis of race, ancestry, age, color, religion, sex, national origin, sexual orientation, gender identity, non-disqualifying disability, veteran status, or other protected classification.
ERPA is an equal opportunity employer, as well as a substance and tobacco free workplace. All offers of employment are contingent on successfully passing the pre-employment drug screen and background investigation which may include reference checks, criminal background investigation, and when applicable licensing verification.
Applicants must be legally authorized to work in the United States on a full-time basis. We will not consider any applicants that require sponsorship for employment visa status either now or in the future.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Notice: We use E-Verify to confirm the identity and employment eligibility of all new hires.
Originally posted on Himalayas