Service Delivery Manager - Time and Expense - EY Global Delivery Services

Service Delivery Manager – Time and Expense(T&E)

Enterprise Technology provides reliable, secure, and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure.

Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity

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 Administration - Engagement Management & Economics, 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 on 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 IT Services 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 Mercury solution is moving forward with SAP RISE transformation program and SAP S4, the SDM will work closely with the Product Managers 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 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 IT Services Portfolio Service Delivery on cross-application delivery.

The SDM will work closely with the Service Managers 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.

Your key responsibilities

• Detailed and specific knowledge of the relevant functional area in SAP, gained through a combination of program delivery / implementation and support .
• Batch monitoring, analysis and forecasting (Power BI).
• Managing SAP archiving related activities.
• SAP variant management.
• Manage the delivery of MST services to the Mercury user community from a functional perspective.
• Manage, plan and represent the break-fixes in the Release review board calls.
• Manage the functional resources of the AMS vendor in terms of resource planning, demand management and the prioritization of workload.
• Manage stakeholders across the IT Services 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 GPOs 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.

Skills and attributes for success

• Knowledge of SAP functionality specifically in the areas of Time Entry, SAP Concur, and HR and integration with FI &CO.
• Functional and/or technical experience in supporting global systems (SAP) including knowledge of data flows, processes and best practices.
• Proven knowledge of software development lifecycle methods, processes, tools and best practices.
• Advanced documentation, communication and presentation skills that support accurate and concise messaging.
• Experienced and comfortable working with culturally diverse outsourced on/offshore staff for Project work and Production Support (Run) service delivery.
• Excellent interpersonal, client service, communication, organizational, and project management skills.
• Excellent problem solving and decision making skills.
• Ability to react appropriately during crisis situations.
• Operate in a dynamic, fast moving and changing environment .
• Deep and practical ITILv3 knowledge and experience .

To qualify for the role, you must have

• Bachelor’s degree in a relevant discipline or equivalent work experience.
• Minimum 5-7 years’ SAP experience in a large business system environment, performing business analysis, and/or project systems management with a preferred focus on SAP Time Entry, SAP Concur,  HR components and it’s integration with SAP FICO.
• Functional and/or technical experience in supporting global systems (SAP) including knowledge of data flows, processes and best practices.
• Strong service management experience with good awareness of ITILv3.
• Certification in the relevant function area of SAP is preferred.

Ideally, you’ll also have

• Demonstrate an inclusive and globally aware mindset
• Ability and flexibility to work in a virtual environment across multiple time zones
• Flexibility to work non-standard hours in supporting global production systems.

What we look for

• 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.
• 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, plan and represent the break-fixes in the Release review board calls.
• Manage the functional resources of the AMS vendor in terms of resource planning, demand management and the prioritization of workload
• Manage stakeholders across the IT Services 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 GPOs 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

What we offer

As part of this role, you'll work in a highly integrated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a significant impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be accepted for who you are and empowered to use your voice to help others find theirs.

We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodations.

EY is committed to being an inclusive employer, and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Join us in building a better working world.

Apply now.