SAP SD - Service Deliver Manager

The opportunity

The Service Delivery Manager plays an integral and wide-ranging role in the delivery of the services provided by the MST to the Mercury User Community. A Service Delivery Manager 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. As such, the Service Delivery Manager should have deep techno-functional experience in one or more of the in scope functional areas. This experience should include specific and detailed knowledge of configuration in SAP, gained through both program implementation and support, and the technical integration of SAP with other applications, including data transfer and interface management via SAP PI/PO and other middleware solutions.
The Service Delivery Manager will have full responsibility for the end-to-end business process chains, in the functional area for which they are accountable, which are managed and executed via the Mercury solution and more particularly within SAP. From a day-to-day operational support perspective, the Service Delivery Manager should ensure the timely and satisfactory resolution of production impacting incidents within their own functional area or where cross-functional incidents required their input. The Service Delivery Manager must work closely with the functionally aligned / process aligned support teams which form part of the service delivered by the AMS vendor. Similarly, they must work closely with the EY Technology teams, where there are incidents involving applications which are dependent or impacted by the Mercury solution. As such, the Service Delivery Manager will take the lead role in the restoration of service and investigation of incidents with of critical or high priority and must ensure that specific actions are agreed and undertaken to determine the root cause and then deliver the relevant fix safely and without impact on the production environment. 
As the deployment of Mercury continues beyond the pilot phase, the Service Delivery Manager will work closely with the Product Managers within the MST and relevant representatives from the business community and the GLOBAL PROCESS OWNERs to define the road map and portfolio for their own functional or process area. The Service Delivery Manager will ensure that solutions proposed by the Product Managers are technically viable and do not have any adverse impact from a technical integration perspective. They must ensure that a full impact assessment is conducted and co-ordinate the solutioning and delivery by the AMS vendor where appropriate, working closely with EY Technology on cross-application delivery.
The Service Delivery Manager will work closely with the Service Manager regarding service performance for their own functional area, agreeing action plans with the AMS functional team, as required, to help prioritize incident backlog and develop demand plans for the delivery of service requests, maintenance requests and enhancement requests.

Your key responsibilities

• Detailed and specific knowledge of the relevant functional area in SAP, gained through a combination of program delivery / implementation and support. 
• Manage the delivery of MST services to the Mercury user community from a functional perspective.
• Manage the functional resources of the AMS vendor in terms of resource planning, demand management and the prioritization of workload.
• Manage stakeholders across the EY Technology landscape regarding the operational support of the Mercury solution, with a particular focus on technical integration, including interfaces between impacted and / or dependent applications. 
• Make informed judgments and take appropriate action regarding issues which may potentially impact the quality of services delivered by the MST across the functional area.
• Analyse requirements from the business and take appropriate steps to define action plans which are detailed, meaningful and set expectations appropriately with the business. 
• Analyse 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.
• Engage and work closely with the stakeholders across business and IT, using personal experience and judgement to define tailored approaches to dealing with specific stakeholders, setting expectations appropriately and building trust and confidence.
• Determine when to escalate to management as opposed to following scripted procedures, depending on the seriousness of the anomaly.
• Ability to clearly articulate both problems and proposed solutions.
• Monitor program/project baselines to ensure activities are occurring as planned - scope, budget, and schedule.
• Proactively identify risks and issues on projects –helping team to develop risk management and issue management plans.
• Ability to prioritize personal and team workloads to best meet organizational objectives.

Skills and attributes for success

• Excellent management, interpersonal, communication and organizational skills
• Excellent stakeholder management skills
• Experience Team Management with multi-location teams
• Experience on ITIL Process (Incident, change and problem management)
• Ability to work and team with a multitude of different people within and outside of IT to balance demands.
• Ability to deal efficiently with escalations and difficult situations/people under pressure.
• Ability to understand and integrate cultural differences and lead virtual cross-cultural and cross-border teams.    
• Significant experience in 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
• Ability to communicate effectively across a complex and diverse group of stakeholders. 

To qualify for the role, you must have

• Bachelor’s degree in a relevant discipline or equivalent work experience
• Minimum of 12 years SAP IT related experience from both an implementation and support perspective
• Minimum 10 years of experience in an IT Project Management related role
• Service Delivery Manager is required to have relevant, similar experience from the following areas of SAP:
• Strong SAP experience in the Billing (SD), SAP-SDC/DRC (E-invoicing), invoice, Variant configuration, Pricing, SAP- BTP, and Finance (FI) modules
• Strong experience in Resource related billing or order related billing. 
• And nice to have SAP PLM (Portfolio Lifecycle Management), or specific experience across, Bill of Materials (LO-MD-BOM), Material Master (LO-MD-MM), Variant Configuration (LO-VC), 
• Experience of SAP Multi-Resource Scheduling would also be a significant advantage.
• Proven track record in Project Management for large, complex, highly integrated application landscapes with specific knowledge of SAP programs with a global template, single production instance and a dual path to production
• Strong service management experience with good awareness of ITILv3
• SAP Functional Certification is preferred.