SUMMARY:

• SAP Delivery Manager with 7 years extensive experience in service delivery management and consulting; more than 7 years in business information analysis, solutions design, project proposals, offshore/onshore managed services; and 10+ years in customer relations and account management.
• Organized, planned and successfully delivered several Basis activities on time.
• Few activities to mention are: System Refresh, System Migration/Consolidation/Decommission, SAP Component Upgrades (SLD, PI/PO, Oracle DB, CPS/BPA and BODS)
• Assumed leadership of an offshore team of Basis consultants to improve delivery of services for a multinational global company. Proposed changes in coordination with management to the project team and worked closely with onsite team members and customer. Result: SLA performance has improved, defect item count went down and ticket resolution time was faster.
• Led a successful team of consultants to deliver complex program and project tasks. Ability to work with different organizations and levels, from executives, business users, functional and development teams to IT
• Project Management focus areas include project planning, capacity management and customer communications
• Delivery - focused and was able to motivate teams to perform value-added services, project proposals, oral presentations, timeline determination, effort estimation, staffing schedule and post go-live support
• Multiple engagement experience with global delivery model including offshore functional and development support
• Strong leadership, organizational and interpersonal skills, was able to manage a team of 20 members. Staff and competency development experience with coaching and mentoring skills
• Strong experience in leading and managing AMS Support Model for Operations and Maintenance
• Experience with project scoping, planning, estimation, execution and implementation methodology
• Ability to manage people across different geographic locations and cultures. Has knowledge of the SAP components and their integration with other related SAP products. Has eagerness to take on task and not afraid of responsibilities
• Good understanding of SAP business process and operational policies, methodologies project life cycles phases

PROFESSIONAL EXPERIENCE:

SAP Delivery Manager

Confidential

Responsibilities:

• Serves as a delivery coordinator for successful implementation / operations of SAP Basis, SolMan, Security and PI teams
• Lead all day - to-day SAP Program (Basis) operations: project management, risk mitigation, customer escalations and resolution, capacity planning and workload management for a North American Insurance global customer
• Scoped, staffed and delivered on customer requirements, parallel to daily operational activities, led the delivery of offshore SAP implementations (e.g. system refresh, upgrades, migrations) within the productive SAP landscape
• Team development, capacity allocation and scheduling, mentoring and coaching, performance review & career guidance
• Works closely with SAP internal teams and partners to ensure better understanding of the customer and project delivery
• Planning for upcoming customer activities - customer walkthrough, coordination with non-SAP teams, determine timeline, identify risks, work plan creation, resource allocation, secure approvals and conduct lessons learned (post activity)
• Weekly report presented to the customer for ongoing review of activities, incidents, initiatives and other open items

SAP Functional Consultant

Confidential

Responsibilities:

• Part of Claims Management (FS-CM) project implementation team for Confidential Insurance global customers
• Conducted workshops and requirements gathering of the company’s Insurance Claim process
• AS-IS and TO-BE process studies, blueprinting and implementation of SAP Best Practices in Claims Management
• Designed Functional Specifications for Multiple Claims Products (customer-specific) and Processes, some of them are the following: Terminal Illness Benefit, Offshore Insurance Unit Process, Claims Settlement Process, Dividend / Bonus / Coupon, Reversal of Claim, Policy Termination, Variable Life Insurance, Life and Health Insurance, Maturity Benefit
• Design, test, and deliver project requirements to multiple regional clients through on-site visits or remote protocols
• Create, maintain, and update test plans for seamless completion of unit, functional, and integrated system testing
• Developed and delivered instructor led courses, worked closely with integrated team of subject matter experts, functional teams, system end-users and systems analysts
• Document comprehensive system specifications, configuration enhancements, and implementation activities
• Resolve system functionality defects and program functions as support consultant for onsite team members

SAP Functional Consultant

Confidential

Responsibilities:

• Part of Collections and Disbursements (FS-CD) project implementation team
• Model Company project implementation with concentration on SAP for Insurance Solution - Proof of Concept (POC)
• Delivery focus on standard functions on the system including: Dunning Activities, Deferral and Installment Plans,, Master D Confidential Setup, G/L account Determination, Payment Methods, Main and Sub Transactions Setup, Electronic Bank Statement Upload, Business Partner Creditworthiness, Cash Desk, Broker Collections, Coinsurance, Account Balance Display, Payment Agreement/Lot, Returns, Write-off and Integrations with other Modules (PM, RI, ICM, BP, FI, CO, etc)
• POC was presented to SAP and msg and received positive reviews on the project. After go-live implementation, the project was used by msg as the baseline for Customer Sales and Demo Presentations for future prospect companies

SAP Functional Consultant

Confidential

Responsibilities:

• Customer support for Financial Accounting (FI) and Controlling (CO) modules
• Performed gap analysis, designing business blueprints, configurations, functional specifications, integration testing, user and post implementation support
• Runs investigations and presents findings for various issues encountered and provides recommendations to fix them
• Provides detailed step by step procedures on the new system functions requested by the client
• Customer account and escalations management which includes performance improvement and process optimization
• Monthly and Quarterly report preparation and presentation on team performance and planning for upcoming activites
• Optimized client satisfaction feedback by maintaining open customer communication and strong professional relationships
• Ensured production of robust brand loyalty and product retention among multiple client accounts