Service Delivery Manager, SAP SuccessFactors, Managed Services

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

SAP

Management Level

Manager

Job Description & Summary

At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives.

As a SAP consulting generalist at PwC, you will focus on providing consulting services across various SAP applications to clients, analysing their needs, implementing software solutions, and offering training and support for effective utilisation of SAP applications. Your versatile knowledge will allow you to assist clients in optimising operational efficiency and achieving their strategic objectives.

Meaningful work you’ll be part of

As a Service Delivery Manager, you will be responsible for managing the daily operations of one or more managed services contracts and/or cloud support services ensuring performance standards and service levels are met.

You will be interacting with individuals of varying titles and skill sets as well as with the Cloud Technology competency groups. This position is fast paced and growth-oriented, and you will be part of a hardworking team that encourages career development, collaboration, and work-life balance. Responsibilities include but are not limited to:

• Ensure day-to-day service delivery meets or exceeds customer expectations and SLAs, including:
• active management of tickets
• timely resolution of issues
• leading team huddles to ensure work is progressing
• management of hours worked
• Motivates and mentors the delivery teams to deliver outstanding customer service and adhere to defined processes and workflows. Communicate issue status, including progress updates and ticket closure.
• Identify and manage performance metrics in support of achieving Service goals and organizational strategies.
• Work with clients to develop a backlog that is prioritized according to client requirements.
• Monitor and manage ticket dashboards to ensure workloads are balanced and onshore and offshore percentages are maintained.
• Facilitate escalation and collaboration between client leads, staff members and 3rd party partners.
• Understand and manage project financials and the client contract, including any potential change requests.
• Manage client transition/onboarding activities.
• Work with project teams to facilitate the transition between project and support.
• Develop tools and process to help grow the Application Managed Services teams.

Experiences and skills you’ll use to solve

• Relevant work experience, including end user support and experience with managed services.
• An interest in upskilling for a digital world and technology trends, an openness to learning new tools and adapting how you work.
• Experience working with front office applications.
• Knowledge of ITIL support processes and experience in applying them to the operation of support services.
• Experience defining and improving processes, holding people accountable, and preparing and presenting performance metrics to leadership.
• Certification(s) Preferred: ITILv3 or v4 Foundations Certification.
• Experience with Cloud applications is an asset.
• 6+ years working in a technology environment.
• Experience working in a consulting environment.
• Experience in working within a Managed Services environment.
• Experience in working with project teams and partnering with them to grow the client footprint.
• Proven leadership with a demonstrated ability to motivate a team to provide innovative solutions that deliver excellent customer service.
• Strong analytical skills with the ability to interpret data.
• Ability to translate and articulate complex issues in an easy to understand manner.
• Problem solver who can manage a team through daily and crisis situations with a rational approach, mature judgment and clear coordination of tasks.
• When applying to a Quebec based opportunity, fluency in French is required. Outside of Quebec, fluency in French is an asset.

Why you’ll love PwC

We’re inspiring and empowering our people to change the world. Powered by the latest technology, you’ll be a part of diverse teams helping public and private clients build trust and deliver sustained outcomes. This meaningful work, and our continuous development environment, will take your career to the next level. We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive benefits and flexibility programs that will help you thrive in work and life.

PwC Canada acknowledges that we work and live across Turtle Island, on the land that is now known as Canada, which are the lands of the ancestral, treaty and unceded territories of the First Nations, Métis and Inuit Peoples. We recognize the systemic racism, colonialism and oppression that Indigenous Peoples have experienced and still go through, and we commit to allyship and solidarity.