Description:
Affiliated Computer Services, Inc. (ACS) is expertise in action™. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive. If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

May perform one or more of the following:

Candidates for this position maybe located in either Milwaukee, WI or Golden, CO


SAP Basis Delivery Manager

Responsibilities:

This person would be responsible for leading and managing a large global technical team of senior and junior Basis Administrators supporting a large number of SAP clients.Will have direct responsibility for ensuring customer SLAs are being met, customer satisfaction is high, and the issues are being addressed within the required time frames.

Will be required to handle all production support related escalations and identify proper resolution path and next steps to prevent those issues from occurring again.Will be required to ensure that all Severity 1 tickets are reviewed and proper solutions are being put in place.

Identify process and procedure improvements and changes that need to take place in order to better support our customers and ACS.

Will develop training plans for the SAP Basis team and identify skill sets to address customer needs.



Duties:

First point of escalation for production support issues
Attend customer calls where required
Ensure SLAs are being met
Responsible for customer satisfaction
Sev1 reviews and follow-ups
Run weekly SAP Basis team meeting
Part of management on-call rotation
Assign SAP Basis Leads or adjust based off customer needs/issues
Reduction in number of open and unresolved tickets
Reduction in number of Severity 1 tickets
SOPs are being created
Change Management being followed
Tickets being audited for completeness and accuracy
Internal Team training taking place
Performance Reviews and other HR related tasks
Mid and year end reviews
Ethics training
Vacation approvals

All other duties as assigned.

ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling or by sending an e-mail to accommodations@acs-.

Experience:
See job description