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 Product Managers within the MST and relevant representatives from the business community and the Global Process Owners to define the road map and portfolio for their own functional or process area.
The SDM will ensure that solutions proposed by the Product Managers are technicallyviable 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 :
Analytical / Decision Making Responsibilities :
Knowledge and Skills Requirements : (Describe the knowledge or skills needed to perform this job; these may be technical, managerial or behavioral in nature.)
Based on this scope, the SDA Service Delivery Manager is required to have relevant, similar experience from the following areas of SAP : Strong experience in SAP SD module Experience in SAP Design Studio would be a significant advantage.
Strong experience in SAP PS module SAP CPM (Commercial Project Management) and / or SAP PPM (Portfolio and Project Management) Strong experience in Financial dashboard / ETC Experience of SAP Multi-
Resource Scheduling would also be a significant advantage Strong SAP Bill of Materials (LO-MO-BOM) And nice to have SAP PLM (Portfolio Lifecycle Management), or specific experience across, Bill of Materials (LO-
MD-BOM), Material Master (LO-MD-MM), Variant Configuration (LO-VC),