EY Service Delivery Manager (S2P) in Argentina
Title: Service Delivery Manager (S2P)
Job Number: ARG00145
The Service Delivery Manager or Functional Support Lead plays an integral and wide-ranging role in the delivery of the services provided by the MST to the Mercury User Community. A Functional Support Lead 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 Functional Support Lead 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 Functional Support Lead 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 Functional Support Lead 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 Functional Support Lead 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 Functional Support Lead 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 Functional Support Lead will work closely with the Product Manager 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 Functional Support Lead will ensure that solutions proposed by the Product Manager 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 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.
What are you going to do?
Detailed and specific knowledge ofthe relevant functional area in SAP, gained through a combination ofprogram delivery / implementation and support
Manage the delivery of MSTservices to the Mercury user community from a functional perspective
Manage the functionalresources of the AMS vendor in terms of resource planning, demandmanagement and the prioritization of workload
Manage stakeholdersacross the IT Services landscape regarding the the operational support ofthe Mercury solution, with a particular focus on technical integration,including interfaces between impacted and / or dependent applications
Work closely with theGPOs and process leads to develop process specific portfolios and demandplans for the relevant functional areas of the Mercury solution and takethe prime responsibility for the delivery of service requests, maintenancerequests and enhancement requests
Work closely with theMercury program functional teams regarding the viability of businessrequirements and the potential impact upon the global template
Ensure ongoing awarenessof the impact of future program releases across the functional area and provideinput to impact assessments as required.
Make informed judgmentsand take appropriate action regarding issues which may potentially impactthe quality of services delivered by the MST across the relevantfunctional area
Analyze requirementsfrom the business and take appropriate steps to define action plans whichare detailed, meaningful and set expectations appropriately with thebusiness
Analyze serviceperformance based on data provided and interpret the data to determine thequality of the service – validate this against the user perception of theservice
Determine when it isappropriate to escalate and use judgement and experience and to determinethe most effective course of action
Engage and work closelywith the stakeholders across business and IT, using personal experienceand judgement to define tailored approaches to dealing with specificstakeholders, setting expectations appropriately and building trust andconfidence
Detailed and specificknowledge of the integrated Source-To-Pay (S2P) solution, gained through acombination of program delivery / implementation and support
Detailed and specificknowledge of SAP Contract Lifecycle Management (CLM) and the integrationinto SRM
Knowledge of the SAPAriba Supplier Network Procurment components and SRM integrationcapabilities
What do we need from you?
Detailed and specificknowledge of OpenText Vendor Invoice Management for SAP Solutions(VIM)
Significant experience ofdelivering operational IT support services in a highly integrated,multi-application environment with multiple stakeholders
Strong management background withthe ability to manage demanding customers and challenging suppliers fairlyand effectively
Management of service deliveryperformance and compliance through agreed metrics and Service levels
Commercially astute with strongnegotiation and management skills to deliver supplier performance
Ability to communicate effectivelyacross a complex and diverse group of stakeholders
Deep and practical ITILv3 knowledgeand experience.
Receives direction rather than supervision
Able to act independently, seeking consultation guidance andadvice as appropriate
Actively develops team members and direct reports by providingday-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
Demonstrate an inclusive and globally aware mindset
Ability and flexibility to work in a virtual environment acrossmultiple time zones
Flexibility to work non-standard hours in supporting globalproduction systems
International travel may be needed.
Bachelor’sdegree in a relevant discipline or equivalent work experience
Minimum of 10 years’ SAP experience from both an implementationand support perspective
Direct experience in complex management activities includingsupplier management and the delivery of complex IT services to customers
Significant awareness of the future direction for SAP in therelevant functional area
Significant experience of developing and managing portfolio plansand planning demand in line with business priorities
Direct experience in managing staff and budgets
Strong service management experience with good awareness of ITILv3
Certificationin the relevant function area of SAP is preferred
Shift : Monday to Friday
EY, an equal employment opportunity employer, values the diversity ofour
workforce and the knowledge of our people.