Service Delivery Manager, SAP SuccessFactors, Managed Services
Service Delivery Manager, SAP SuccessFactors, Managed Services
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Job Description
Line of Service
AdvisoryIndustry/Sector
Not ApplicableSpecialism
SAPManagement Level
ManagerJob Description & Summary
At PwC our people in business application consulting specialise in consulting services for a variety of business applications helping clients optimise operational efficiency. These individuals analyse client needs implement software solutions and provide training and support for seamless integration and utilisation of business applications enabling clients to achieve their strategic objectives.As a SAP consulting generalist at PwC you will focus on providing consulting services across various SAP applications to clients analysing their needs implementing software solutions and offering training and support for effective utilisation of SAP applications. Your versatile knowledge will allow you to assist clients in optimising operational efficiency and achieving their strategic objectives.
Meaningful work youll be part of
As a Service Delivery Manager you will be responsible for managing the daily operations of one or more managed services contracts and/or cloud support services ensuring performance standards and service levels are met.
You will be interacting with individuals of varying titles and skill sets as well as with the Cloud Technology competency groups. This position is fast paced and growthoriented and you will be part of a hardworking team that encourages career development collaboration and worklife balance. Responsibilities include but are not limited to:
Ensure daytoday service delivery meets or exceeds customer expectations and SLAs including:
active management of tickets
timely resolution of issues
leading team huddles to ensure work is progressing
management of hours worked
Motivates and mentors the delivery teams to deliver outstanding customer service and adhere to defined processes and workflows.Communicate issue status including progress updates and ticket closure.
Identify and manage performance metrics in support of achieving Service goals and organizational strategies
Work with clients to develop a backlog that is prioritized according to client requirements.
Monitor and manage ticket dashboards to ensure workloads are balanced and onshore and offshore percentages are maintained
Facilitate escalation and collaboration between client leads staff members and 3rd party partners.
Understand and manage project financials and the client contract including any potential change requests.
Manage client transition/onboarding activities.
Work with project teams to facilitate the transition between project and support.
Develop tools and process to help grow the Application Managed Services teams
Experiences and skills youll use to solve
Relevant work experience including end user support and experience with managed services.
An interest in upskilling for a digital world and technology trends an openness to learning new tools and adapting how you work.
Experience working with front office applications.
Knowledge of ITIL support processes and experience in applying them to the operation of support services.
Experience defining and improving processes holding people accountable and preparing and presenting performance metrics to leadership.
Certification(s) Preferred: ITILv3 or v4 Foundations Certification.
Experience with Cloud applications is an asset.
6 years working in a technology environment
Experience working in a consulting environment
Experience in working within a Managed Services environment
Experience in working with project teams and partnering with them to grow the client footprint
Proven leadership with a demonstrated ability to motivate a team to provide innovative solutions that deliver excellent customer service.
Strong analytical skills with the ability to interpret data.
Ability to translate and articulate complex issues in an easy to understand manner.
Problem solver who can manage a team through daily and crisis situations with a rational approach mature judgment and clear coordination of tasks.
The successful candidate requires fluency in English in addition to French as they will be required to support or collaborate with Englishspeaking clients colleagues and/or stakeholders during the course of their employment with PwC Canada
Why youll love PwC
Wereyoull be a part of diverse teams helping public and private clients build trust and deliver sustained outcomes. This meaningful work and our continuous development environment will take your career to the next level. We reward your impact and support your wellbeing through a competitive compensation package inclusive benefits and flexibility programs that will help you thrive in work and life. Learn more about our Application Process and Total Rewards Package at: Canada acknowledges that we work and live across Turtle Island on the land that is now known as Canada which are the lands of the ancestral treaty and unceded territories of the First Nations Mtis and Inuit Peoples. We recognize the systemic racism colonialism and oppression that Indigenous Peoples have experienced and still go through and we commit to allyship and solidarity.
Education (if blank degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank certifications not specified)
Required Skills
Optional Skills
Accepting Feedback Accepting Feedback Active Listening Analytical Thinking Application Software Business Model Development Business Process Modeling Business Systems Coaching and Feedback Communication Creativity Developing Training Materials Embracing Change Emerging Technologies Emotional Regulation Empathy Enterprise Integration Enterprise Software Implementation Research Implementation Support Implementing Technology Inclusion Innovative Design Intellectual Curiosity IT Infrastructure 23 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
Not SpecifiedAvailable for Work Visa Sponsorship
NoGovernment Clearance Required
NoJob Posting End Date
At PwC Canada our most valuable asset is our people and we grow stronger as we learn from one another. Were committed to creating an equitable and inclusive community of solvers where everyone feels that they truly belong. We understand that experience comes in many forms and building trust in society and solving important problems is only possible if we reflect the mosaic of the society we live in.Were committed to providing accommodations throughout the application interview and employment process. If you require an accommodation to be at your best please let us know during the application process.To learn more about inclusion and diversity at PwC Canada: Be a part of The New Equation.Chez PwC Canada notre atout le plus prcieux cest notre personnel. Et cest en apprenant les uns des autres que nous devenons plus forts. Nous avons cur de crer une communaut quitable et inclusive de professionnels de la rsolution de problmes dans laquelle chacun se sent vraiment sa place. Nous savons que lexprience peut prendre diverses formes et pour nous donner confiance au public et rsoudre des problmes importants nest possible que si notre milieu de travail reflte la diversit de la socit dans laquelle nous vivons.Nous tenons rpondre vos besoins tout au long du processus de demande demploi dentrevue et dembauche. Si vous avez besoin de mesures dadaptation pour tre parfaitement laise faiteslenous savoir ltape de la demande demploi.Pour en savoir plus sur linclusion et la diversit chez PwC Canada: Faites partie de La Nouvelle quation.Required Experience:
Manager
Employment Type
Full-Time
