Service Delivery Manager - T&E
Sierra-Cedar, Inc
13d ago

Job Description

Send me Jobs like this Job Summary :

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 EY Technology 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 EY Technology 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.

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 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 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.

Analytical / Decision Making Responsibilities :

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

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.

Knowledge and Skills Requirements :

Knowledge of SAP functionality specifically in the areas of Time Entry, Travel Management, and HR and integration with FI &CO

Functional and / or technical experience in supporting global systems (SAP) including knowledge of data flows, processes and best practices.

Proven knowledge of software development lifecycle methods, processes, tools and best practices.

Advanced documentation, communication and presentation skills that support accurate and concise messaging.

Experienced and comfortable working with culturally diverse outsourced on / offshore staff for Project work and Production Support (Run) service delivery.

Excellent interpersonal, client service, communication, organizational, and project management skills.

Excellent problem solving and decision making skills

Ability to react appropriately during crisis situations.

Operate in a dynamic, fast moving and changing environment

Deep and practical ITILv3 knowledge and experience

Supervision Responsibilities :

Receives direction rather than supervision

Able to act independently, seeking consultation guidance and advice as appropriate

Actively develops team members and direct reports by providing day-to-day guidance, feedback and on-the-job coaching

Assists in preparing and tracking budgets

Responsible for compliance with performance management objectives

Mentors and counsels staff members

Responsible for consellees career development such as training and coaching etc.

Other Requirements :

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.


project management operations service delivery management engagement management relationship management program delivery operational support software development life cycle programme implementation service delivery manager SAP SAP FICO

Desired Candidate Profile

Job Requirements : Education :

Education :

Bachelors degree in a relevant discipline or equivalent work experience

Experience :

Minimum 7 years SAP experience in a large business system environment, performing business analysis, and / or project systems management with a preferred focus on SAP Time Entry, Travel Management, HR components and its integration with SAP FICO.

Functional and / or technical experience in supporting global systems (SAP) including knowledge of data flows, processes and best practices.

Strong service management experience with good awareness of ITILv3.

Certification Requirements :

SAP certification preferred.


UG : Any Graduate - Any Specialization

PG : Any Postgraduate - Any Specialization

Doctorate : Doctorate Not Required

Company Profile : EYGBS (INDIA) LLP


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