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Service Delivery Manager - Engagement Maintenance

EY · Alpharetta, GA · 2 wk ago
On-siteProject Management$111k–$208k/yrFull-time

About the role

The Service Delivery Manager (SDM) plays an integral and wide-ranging role in the delivery of the services provided by the MST to the Mercury User Community. An SDM is required for each of the business process or functional areas which form the backbone of the Mercury solution, namely Finance, Procurement, Service Delivery / Engagement Management and Customer Relationship Management.

Responsibilities

  • Manage the delivery of MST services to the Mercury user community from a functional perspective
  • Manage, plan and represent the break-fixes in the Release review board calls
  • Manage the functional resources of the AMS vendor in terms of resource planning, demand management and the prioritization of workload
  • Manage stakeholders across the IT Services landscape regarding the operational support of the Mercury solution, with a particular focus on technical integration, including interfaces between impacted and/or dependent applications
  • Work closely with the GPOs and process leads to develop process specific portfolios and demand plans for the relevant functional areas of the Mercury solution and take the prime responsibility for the delivery of service requests, maintenance requests and enhancement requests
  • Work closely with the Mercury program functional teams regarding the viability of business requirements and the potential impact upon the global template
  • Ensure ongoing awareness of the impact of future program releases across the functional area and provide input to impact assessments as required

Requirements

One of the most fundamental areas of the Mercury solution is Service Delivery Administration (SDA) which includes Engagement Management, Pricing, Engagement Economics and Billing. Based on this scope, the SDA Service Delivery Manager is required to have relevant, similar experience from the following areas of SAP:

  • SAP PS (Project Systems)
  • SAP CPM (Commercial Project Management)
  • SAP PPM (Portfolio and Project Management)
  • Specific experience across, Project Systems (PS), Bill of Materials (LO-MD-BOM), Material Master (LO-MD-MM), Variant Configuration (LO-VC)
  • SAP Design Studio
  • Experience of SAP Multi-Resource Scheduling would also be a significant advantage
  • SAP SD (Sales and Distribution) incl. Pricing and Billing
  • SAP PLM (Portfolio Lifecycle Management)

Significant experience of delivering operational IT support services in a highly integrated, multi-application environment with multiple stakeholders

Strong management background with the ability to manage demanding customers and challenging suppliers fairly and effectively

Management of service delivery performance and compliance through agreed metrics and Service levels

Commercially astute with strong negotiation and management skills to deliver supplier performance

Ability to communicate effectively across a complex and diverse group of stakeholders

Deep and practical ITILv3 knowledge and experience

Qualifications

  • Bachelor’s degree in a relevant discipline or equivalent work experience
  • Minimum of 12 years’ SAP experience from both an implementation and support perspective
  • Direct experience in complex management activities including supplier management and the delivery of complex IT services to customers
  • Significant awareness of the future direction for SAP in the relevant functional area
  • Significant experience of developing and managing portfolio plans and planning demand in line with business priorities
  • Significant experience of managing staff and budgets
  • Strong service management experience with good awareness of ITILv3

Skills and Attributes

  • Demonstrate an inclusive and globally aware mindset
  • Able and flexible to work in a virtual environment across multiple time zones
  • Able and flexible to work non-standard hours in supporting global production systems
  • International travel may be needed
  • Make informed judgments and take appropriate action regarding issues which may potentially impact the quality of services delivered by the MST across the relevant functional area
  • Analyze requirements from the business and take appropriate steps to define action plans which are detailed, meaningful and set expectations appropriately with the business
  • Analyze service performance based on data provided and interpret the data to determine the quality of the service – validate this against the user perception of the service
  • Determine when it is appropriate to escalate and use judgement and experience and to determine the most effective course of action

Pay

The base salary range for this job in all geographic locations in the US is $111,100 to $207,800. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $133,300 to $236,100. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography.

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