Job Purpose 
The Technical Service Delivery/Project Manager will oversee all non-SAP related systems within the organisation, ensuring smooth operation, development, and support of applications and databases. This role is critical in managing the daily operations of applications, as well as supporting ongoing projects aimed at modernizing and upgrading the organization’s technology landscape.
 
Key Responsibilities 
1. Application Support Services (Non-ERP):
   - Manage and support all integration and interface solutions, including BizTalk, APIs, Webservices, Domino, DB2, SSIS.
   - Update and upgrade all applications and databases to the latest supported versions.
   - Install and configure applications as per OEM standards.
   - Manage and support the Application Owners Database/CMDB.
   - Manage and support mobile, desktop, web, and cloud applications, including legacy and newly developed applications.
   - Proactively monitor applications and conduct health checks.
   - Manage the incident resolution process with OEMs when required.
   - Ensure compliance with the Customer’s service management processes and policies.
   - Provide technical advice according to industry best practices.
   - Provide 24/7 proactive monitoring and support for critical applications.
   - Facilitate third-party requests and incidents on behalf of the Customer.
   - Implement audit recommendations and remediate vulnerable systems.
   - Participate in disaster recovery and backup processes.
   - Manage secure certificates and ensure adherence to reporting requirements.
 
2. Application Design & Development (Non-ERP):
   - Elicit business requirements and produce solution architecture documents, business requirements specifications, technical, and functional specifications.
   - Develop new applications as per Customer's standards and business requirements.
   - Perform minor and major enhancements to existing applications.
   - Develop interfaces using technologies like BizTalk, APIs, Webservices, Domino, DB2, SSIS.
   - Migrate data and applications using approved tools.
   - Adhere to Customer's governance and project management frameworks.
   - Ensure seamless integration of applications with other business systems.
   - Develop and hand over documentation and source code for all developed applications.
  
3. Migration Projects:
   - Manage the migration of the current eServices platform to a new portal.
   - Document business requirements and procedures.
   - Migrate and integrate third-party links and internal services to the new platform.
 
4. Service Level Agreement (SLA) Management:
   - Ensure application availability of 99%.
   - Resolve incidents within specified SLAs (Priority 1: 2 hours, Priority 2: 4 hours, Priority 3: 95% within 8 business hours).
   - Adhere to Customer's major outage process.
   - Perform proactive monitoring and distribute health checks twice daily.
 
5. Training & Development:
   - Provide training and training materials to end users for all non-SAP applications.
   - Ensure successful user training a week before the Go-Live stage for new or upgraded applications.
 
Required Qualifications & Experience
   - Bachelor’s degree in information technology, Computer Science, or a related field.
   - 10+ years of experience in IT service delivery or project management, focusing on non-SAP systems.
   - Extensive knowledge of IT infrastructure, application development, and support processes.
   - Proven experience with integration platforms like BizTalk, Webservices, APIs, DB2, Domino.
   - Experience in managing application migrations, upgrades, and 24/7 application monitoring.
   - Knowledge of industry best practices in service management (e.g., ITIL).
   - Strong understanding of project management methodologies and governance frameworks.
  
Key Skills
   - Excellent problem-solving and decision-making abilities.
   - Strong leadership and stakeholder management skills.
   - Ability to work under pressure and manage multiple tasks and projects simultaneously.
   - Strong communication skills, both written and verbal.
   - Technical knowledge of various platforms, including Microsoft and IBM technologies.
 
Preferred Certifications
   - ITIL Certification or equivalent service management qualifications.
   - Project Management certifications (PMP, Prince2, etc.) would be advantageous.