AMS Service Delivery Lead

2 weeks ago

Singapore Deloitte SEA Full time

What impact will you make?

At Deloitte, we offer a unique and exceptional career experience to inspire and empower talents like you to make an impact that matters for our clients, people and society. Whatever your aspirations, Deloitte offers you unrivalled opportunities to realise your full potential. We are always looking for people with the relentless energy to push themselves further, and to find new avenues and unique ways to reach our shared goals.

Work you will do

Singapore team provides Application Managed Service (AMS) or Operate services to our Clients in the SEA region for the various ERP applications. We partner with our Clients to ensure business continuity and perform value added task by delivering continuous improvements within the internal IT process and procedures and also the business processes defined in the application. The support that the AMS team renders enables our Client to focus more on their strategic work whilst we focus on maintaining the business satisfaction for the implemented application.

The AMS team works hand in hand with our Consulting team to provide end to end services to our Clients from Advisory, Implement to Operate. We are key in ensuring that there is seamless transition from the project implementation team or the Client's incumbent AMS service provider.

As a Senior Consultant in this team, you will be placed to continuously grow and challenge yourself and to lead and coach the analyst and consultants. You will be part of the latest technologies and tools

Play a key role to deliver operate services which includes troubleshooting and understanding of the request/problem raised, solving day to day production issues (bug fixes) within the agreed Service Level Agreements, identify, lead and deliver improvements, supporting the team in trending analysis and other internal initiatives to develop the required functional, technical and soft skills.

Key responsibilities include:-

  • Perform in-depth analysis and act and resolve independently on request or incidents (all complexities) raised by the Client for their ERP application within the agreed Service Level Agreements and with quality
  • Identify and perform problem management to reduce re-occurring issues/incidents. Present the root cause analysis to the right stakeholders and deliver the permanent fix (where applicable) within agreed time-frames and with quality.
  • Lead discussions on High Level solution design and estimations for enhancements and ensure all considerations are taken for the end-to-end solutioning. To deliver the enhancements within the agreed timeframe and with quality.
  • Able to take on a Team Lead and/or a Process Expert role when required on top of the day-to-day issue resolution.
  • As a Team Lead, able to monitor workload of team and where needed make necessary decisions to ensure quality and on-time delivery for the clients. Able to lead and prepare all necessary reporting for SLA Governance, Root Cause Analysis and Statuses.
  • As a Process Expert, to coach and guide other team members (within team and across other AMS teams). Where necessary, to conduct training to assist in speeding up knowledge transition for team members.
  • Engage Clients in discussions/meetings to understand issues, gather requirements, provide status updates and to present improvements.
  • Act as the ambassador and work closely with all necessary parties involved to ensure successful implementation of the AMS support practice in Deloitte SEA. This includes spreading the understanding of AMS and its value realization to internal and external stakeholders.
  • Partake in the deliverable development of the AMS setup in Deloitte SEA.
  • Drive and embed any Continuous Improvement initiatives on top of existing workload to further improve current processes within the organization
  • Fully comply with and adhere to all the standard AMS process & procedures that are developed.

Your role as a leader

  • At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We expect our people to embrace and live our purpose and shared values, challenging themselves everyday to identify issues that are most important to our clients, our people and the communities, and to make an impact that matters. In addition to living our purpose, Senior Consultant across our Firm are expected to:
  • Understand the objectives and expectations set and demonstrates personal accountability for keeping own performance on track.
  • Develop themselves by actively seeking opportunities for growth, demonstrating commitment to personal learning and development
  • Seek opportunities to challenge themselves, collaborate with others to deliver and takes accountability for results
  • Build relationships and communicates effectively in order to positively influence peers and stakeholders

Enough about us, let's talk about you

If you are someone whom matches the following requirements, send us your resume and join us at Deloitte Consulting – creating an impact in whatever we deliver

  • Higher Diploma or Bachelor degree in any relevant discipline.
  • Have atleast 5-8 years' experience working with the required application as a support team member, implementation team member or as an end-user of the application.
  • Must be skilled in OutSystems low code platform
  • Experienced in Singapore Government / public sector client experience
  • Strong knowledge of integration to other related modules/sub-modules to ensure ability to understand end to end business process and work independently to derive test data/scenarios and perform testing.
  • Sound understanding of business process, industry nuances and leading practices in area of focus
  • Ability to facilitate effective discussions/meetings independently to lead target state design.
  • Appreciation of digital enterprise and emerging technologies
  • Sound business acumen, teamwork and leadership qualities
  • Having the ability to do basic technical debugging is an added advantage.
  • Good spoken English.
  • Demonstrated success in multi-cultural work environment.
  • Strong analytical and negotiation skills
  • Curious, creative, pro-active and always seeking out new challenges.
  • Willing to explore and expand knowledge on an on-going basis
  • Willing to work based on Client's business work days and office hours (and when required, additional hours for critical/high incidents)
  • Willing to work on shift and/or on-call basisAbility to travel if required, i.e. to be placed at Client's site for the project.

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