SAP Optimization Services

syntax•Montreal, QC

54d

About The Position

The AMS Service Delivery Manager (SDM) serves as the primary liaison for a portfolio of Syntax SAP clients, ensuring excellence in RUN operations and the predictable delivery of GROW initiatives. This role is pivotal in maintaining service quality, managing client priorities, and fostering strong governance and communication. The SDM will work closely with the Manager of Value Delivery & Innovation (VDI), ensuring that GROW items are effectively delivered while maintaining stable and efficient RUN operations aligned with contractual commitments.

Requirements

Bachelor’s degree required; degree in IT preferred.
Minimum of 7 years of relevant experience in ERP projects, evolution, and support.
At least 3 years of team management experience.
General understanding of core SAP modules (FI, CO, MM, PP, SD) and their business integrations.
Experience with ServiceNow, SAP Solution Manager, or other ITSM tools.
Familiarity with best practices or certifications (ISO, ITIL, COBIT, Six Sigma, Lean IT).

Nice To Haves

Strong skills in managing client expectations and addressing performance issues in challenging conversations.
Willingness to visit client sites for relationship building.
Proven ability to multitask effectively, managing multiple clients and communications with excellent time management skills.
Exceptional verbal, written, and presentation communication skills.
Relevant certifications in SAP and IT service management (preferred).

Responsibilities

Act as the primary contact for Syntax clients, delivering SAP services that meet business requirements for both operations and growth initiatives.
Execute daily leadership responsibilities, including proactive planning, coordination, communication, and issue resolution that align with service level agreement targets.
Manage and mentor senior SAP consultants to deliver high-quality, innovative SAP solutions that enhance clients’ business processes.
Compile and present performance reports weekly, monthly, and quarterly, discussing service levels, project status, budgetary concerns, and challenges with clients.
Partner with client stakeholders to clarify roles and responsibilities.
Reinforce project objectives and expected business benefits during scope or budget reviews.
Coordinate with SAP for resolution of OSS incidents.
Facilitate weekly and monthly meetings, contributing to quarterly governance and budget reviews.
Escalate risks related to client relationships, budget, or unplanned activities to the Regional Lead.
Assist in the client renewal process.
Manage ticket triage, consultant assignments, and ensure timely issue resolution to meet client deadlines.
Utilize best practice tools consistently, managing risk across all RUN delivery phases.
Respond swiftly to urgent issues (P1/P2) and make decisions to restore service within specified service level objectives (SLOs).
Plan and coordinate S/4HANA Cloud release activities in line with SAP’s release schedule.
Supervise consultants to ensure Change Request requirements and functional specifications are completed accurately and on time.
Oversee the lifecycle of small to medium Change Requests, ensuring timely delivery for User Acceptance Testing (UAT).
Collaborate with the VDI Manager to execute large Change Requests and the client roadmap.
Manage multiple responsibilities and prioritize tasks based on urgency and importance.
Guide client stakeholders on ticket prioritization and escalation processes.
Escalate issues to the appropriate stakeholders when necessary.
Maintain accountability for work plans, ensuring timely and budget-conscious task completion.
Adjust consultant workloads in response to changing client needs.
Participate in staffing decisions, recommending appropriate resources and expertise.
Monitor and minimize staffing leakages.
Maintain oversight of client financial performance and raise concerns when projects appear at risk.
Monitor and manage budgets for RUN and GROW activities on a monthly basis.
Ensure timely approval of timesheets and expense reports.
Validate and authorize client invoices for accuracy.
Track contract validity and support renewal processes.
Participate in reviewing Net Promoter Score, Client Feedback, and Client Satisfaction metrics.
Strive to meet personal productivity and utilization targets.
Ensure client budget and margin management are on time and within budget.
Deliver all recurring services with high quality and punctuality.