EY Service Delivery Manager 

Poland, Lower Silesian Voivodeship 

774224858

Service Delivery Manager – SDA – Engagement Maintenance

Enterprise Technology provides reliable, secure, and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure.

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 SD (Sales and Distribution) incl. Pricing and Billing and

• SAP CPM (Commercial Project Management) and / or

• SAP PLM (Portfolio Lifecycle Management), 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 PS (Project Systems)

• SAP Design Studio

• Experience of SAP Multi-Resource Scheduling would also be a significant advantage

• 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

• 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

• 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, you’ll 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

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across ten locations – Argentina, China, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

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