The Service Delivery Manager plays an integral and wide-ranging role in the delivery of the MST services to the Mercury User Community.
An Service Delivery Manager 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 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 CRM OnPrem and C4C (Cloud for Customer), implementation, support, and the technical integration of SAP with other applications, including data transfer, replication and interface via SAP WD, CipherCloud, PI / PO and other middleware solutions.
The Service Delivery Manager will have full responsibility for the end-to-end business process chains in the functional area for which they are accountable, managed and executed via the Mercury solution within SAP.
From a day-to-day operational support perspective, the Service Delivery Manager 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 Service Delivery Manager 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 EY Technology teams, where there are incidents involving applications which are dependent or impacted by the Mercury solution.
As such, the Service Delivery Manager 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 Service Delivery Manager will work closely with the MST PM team 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 Service Delivery Manager will ensure that solutions 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 teams on cross-application delivery.
The Service Delivery Manager 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 :
CRM Service Delivery Manager is responsible for the quality technical delivery of CRM and C4C areas on time and within budget via MST Change management process.
CRM Service Delivery Manager works closely with AMS CRM team and MST PM team as part of the PLL process.
CRM Service Delivery Manager works closely with other Service Delivery Managers and AMS leads to ensure application functionality is stably maintained in CRM and C4C and consistently maintained in other SAP areas.
CRM Service Delivery Manager works closely with Service Transition managers during the Program Hypercare support.
CRM Service Delivery Manager works closely with Service Managers, MST Change Management team, MST Testing team and other EY teams to ensure guidelines / processes are consistently adopted by the support teams.
CRM Service Delivery Manager works closely with AMS CRM team, MST PM team and various vendors to alleviate aging tickets down to zero as the essential goal of achieving application service level agreement.
CRM Service Delivery Manager works closely with Program teams in order for support teams to support Program releases without issues.
CRM Service Delivery Manager works closely with AMS teams including Basis, WD, PI / PO and other respective SAP or EY IT areas to ensure no issue is encountered and CRM OnPrem / C4C applications are up and running without issues.
Analytical / Decision Making Responsibilities :
Make informed judgments and take appropriate actions regarding issues which may potentially impact the quality of services delivered by 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 :
Strong collaboration and teaming skills to work with MST PM as functional Support Lead and MST Service Manager regarding service performance, agreeing action plans with the AMS functional team to help prioritize incident backlog and develop demand plans for the delivery of service requests, maintenance requests and enhancement requests.
The most fundamental areas of the Mercury solution is CRM and C4C (Cloud for Customer) which includes Opportunity Management, Account Management, Contact Activity Relationships, Marketing and Reporting.
Based on this scope, the CRM Service Delivery Manager is required to have relevant, similar experience from the following areas of SAP :
SAP CRM OnPrem and
SAP C4C (Cloud for Customer) which is the Glboal Cloud service hosted by SAP in the German Data cener.
SAP C4C SAML token approach implmented for C4C SSO.
SAP RUI App experience for mobile users.
CipherCloud as the encryption software with C4C.
Significant experience of delivering operational IT support services in a highly integrated, multi-application environment with multiple stakeholders.
Strong management background with the excellent ability to manage demanding customers and challenging suppliers fairly and effectively.
String teaming and collaboration to manage service delivery performance and compliance through agreed metrics and Service levels.
Strong negotiation and management skills to deliver supplier performance.
Strong communication / written skills to communicate effectively across a complex and diverse group of stakeholders .
Deep and practical ITIL knowledge and experience
A degree in Computer Science / Engineering or a related discipline.
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.
String directing experience in managing staff and budgets.
Strong service management experience with good awareness of ITIL.
Deep and practical ITIL knowledge and experience.