Service Delivery Manager Engagement Maintenance

Enterprise Technology provides reliable secure and resilient technology services and solutions to support over 300000 EY people. As part of Enterprise Technology youll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure.
Our aim is to build an outstanding customer experience with clear investment in innovation alongside operational excellence that delivers efficient quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you exciting learning opportunities career choices and the chance to make a real impact.

The opportunity

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. As such the SDM 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 SDM 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 SDM 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 SDM 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 IT Services Portfolio Service Delivery teams where there are incidents involving applications which are dependent or impacted by the Mercury solution. As such the SDM 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 SDM will work closely with the Process Experts within the MST and relevant representatives from the business community and the GPOs to define the road map and portfolio for their own functional or process area. The SDM will ensure that solutions proposed by the Process Experts 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 IT Services Portfolio Service Delivery on cross-application delivery.

The SDM 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 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 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.

Skills and attributes for success

• 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 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) and / or
  • SAP PPM (Portfolio and Project Management) or 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 and
  • 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

To qualify for the role you must have

• Bachelors 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
• Direct experience in managing staff and budgets
• Strong service management experience with good awareness of ITILv3
• Certification in the relevant function area of SAP is preferred

Ideally youll also have

• Demonstrate an inclusive and globally aware mindset
• Ability and flexibility to work in a virtual environment across multiple time zones
• Flexibility to work non-standard hours in supporting global production systems.
• International travel may be needed.

What we look for

• 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
• 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 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 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