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Service Delivery Management

Ensuring seamless SAP AMS delivery

 

Service Delivery Managers (SDMs) play a crucial role in ensuring the highest level of quality across your functional and technical SAP Application Management Services (AMS), overseeing several key areas including service management, incident management, change management and continuous service improvement. As your trusted partner and advocate in supporting your SAP environment, your SDM will closely monitor your service and ensure that it consistently delivers long-term benefits for you and your team.

“Our SDM consistently provides superior excellence in her ability to support our organisation while regularly going above and beyond functional SAP support.  We value and appreciate our open and candid relationship with her and the TCT team.” -Amber Bohannon, Director of Technology at Rather Outdoors

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Just some of the ways in which your SDM will add value to your service

What can my SDM do for me?

Service Reviews

Your SDM will help you stay informed on your support usage, identifying trends across different ticket types, SAP modules and locations, as well as highlighting areas for improvement.   

 

Continuous Improvements

Proactively identifying areas for optimisation, your SDM will work collaboratively to enhance your AMS, leading to streamlined processes, faster issue resolution, reduced costs and improved satisfaction.

 

Escalation

If issues do arise in your service, as your trusted partner your SDM can swiftly escalate critical matters on your behalf and liaise with all parties involved, ensuring timely resolution and minimal impact.

 

Collaboration

SDMs coordinate stakeholders to ensure efficient collaboration across all parties, minimising delays, preventing misunderstandings and enhancing overall service delivery.

 

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Laying the foundations of a successful service

A Smooth Transition to SAP AMS

Using our recognised transition methodology, your SDM will ensure a smooth handover to our BAU support services.

Onboarding

 

Our SDMs will guide you through a smooth transition from implementation or project mode to ongoing support. We focus on connectivity and access, understanding your unique processes and documenting key procedures.  

Stabilisation

 

During this critical phase, our SDMs will work closely with your team to address any initial challenges, streamline communication and ensure a solid foundation for ongoing support going forwards.

Documentation

 

We document essential processes to ensure consistency, reduce risks and facilitate efficient support operations. This includes documentation for transport release and access management procedures as well as business-critical processes.

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