JDE SDL – EMEA

SUMMARY:
Are you an experienced JD Edwards consultant with a passion for delivering top-notch service and innovative solutions? Join our dynamic team as a JDE SDL (Service Delivery Lead) for the EMEA region and help shape the future of IT service management for leading organizations across the globe!

POSITION INFO:
Key Responsibilities:
Proactive Management:

• Take charge of the health, performance, and uptime of customers' applications, databases, and infrastructure.
• Collaborate with the Quality of Service (QoS) team to standardize processes, reducing incident rates and enhancing overall service reliability.

• Lead technical problem-solving efforts for applications, databases, and infrastructure issues, ensuring timely resolutions.
• Act as a liaison between customers and the infrastructure team to resolve escalated problems.
• Host bi-weekly customer meetings to provide updates on ticket status, service health, and to resolve any concerns about customer satisfaction.

• Oversee and review complex changes within customer portfolios, ensuring smooth, risk-free implementations.
• Drive problem management efforts, including Root Cause Analysis (RCA) and chronic issue resolution.

• Conduct regular service reviews with customers, offering feedback and support while recommending cutting-edge solutions such as Mobile Apps, Orchestrator, and UX One.
• Support small-scale system enhancements or upgrades through effective project management.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.

• 5+ years of JD Edwards consulting experience, specifically with product implementation, upgrades, installations, and support.
• Strong familiarity with IT Service Management (ITSM) processes.

• Skilled at technical problem-solving and managing chronic issues.
• Proven ability to recommend and implement innovative solutions using cutting-edge technologies.
• Knowledge of IT governance models and best practices.

• Customer-focused with exceptional organizational and multitasking abilities.
• Excellent verbal, written, and presentation skills, with the ability to communicate effectively at all organizational levels.
• Strong team player, able to manage competing priorities independently or as part of a group.