EY GDS - Service Delivery Manager – SDA-Controlling in Taguig City, Philippines
GDS - Service Delivery Manager – SDA-Controlling
Core Business Services
Requisition # TAG000BO
Post Date Jun 29, 2018
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 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 EY Technology 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 Global Process Owners 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
Knowledge and Skills Requirements:
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:
Strong experience in SAP CO (Controlloing),
Strong experience in Profit center & Cost center accounting
Experience in SAP Sales and Distribution
Experience in SAP Project systems
Strong SAP Bill of Materials (LO-MO-BOM)
Strong SAP CO Result Analysis
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),
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
- Bachelor’s degree in a relevant discipline or equivalent work experience
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 EY Technology 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