SAP Service Delivery Manager, None
Entry (0-2 years), Middle (2-5 years), Senior (5-10 years), Executive (>10 years)
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Title: SAP Service Delivery Manager Location: PL- -Wrocław Job Number: WRO000TO Globalization is one of the defining issues of our time - increasing market demand for access to integrated, high quality, cross-border services; and as the most globally integrated organization in professional services, EY is well positioned to meet these demands. EY Global Services (Poland) located in Wroclaw is one of EY Global Shared Services Centers enabling successful execution of the global priorities through delivery of seamless, consistent, high quality services to EY offices in the EMEIA region. As of today we deliver the following GSS services: Finance & Accounting and People Shared Services. Further services delivered from our center include Program Execution Services and EY Knowledge. EY Global Services Limited ("EYGS") is currently implementing a suite of Microsoft products, including Outlook Exchange, Lync and SharePoint. The scope of the SharePoint element is to deliver a common enterprise platform, with a number of common components, services and business applications. The Delivery Lead will be responsible for Delivery of SharePoint application development (including enhancement of core components and services). We are looking for: SAP Service Delivery Manager Essential functions of the job : 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 MSSC 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 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. Qualifications: Responsibilities: Make informed judgments and take appropriate action regarding issues which may potentially impact the quality of services delivered by the MSSC 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 judgment 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 judgment to define tailored approaches to dealing with specific stakeholders, setting expectations appropriately and building trust and confidence Requirements: Minimum of 10 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 Direct experience in managing staff and budgets Strong service management experience with good awareness of ITILv3 The Functional Support Lead 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. One of the most fundamental areas of the Mercury solution is Service Delivery Finance (FIN) which includes New General Ledger, Time&Expence, Travel management, Fiori, Engagement Management, Engagement Economics and Billing. Based on this scope, the FIN Service Delivery Manager is required to have relevant, similar experience from the following areas of SAP: SAP FICO (Finance and Controlling), SAP CO Result Analysis, SAP IHC (Inhouse cash), SAP FSCM, SAP BCM, SAP BPC, SAP Integration/interface - Sharepoint, Fiori, SAP TV&TE (Travel Management, Time CATS) 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 We offer you: Attractive salary Possibility of participating in interesting projects Work in a professional, dynamic, truly global team Development opportunities in international multilingual environment Attractive social package (Sport card, medical insurance, life insurance, wellness & spa program, sport events and many others)
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