AMS Service Delivery Manager

Southern Glazer’s Wine and Spirits, LLC•Miramar, FL

5d•Onsite

About The Position

Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people – and equips them with leading technology, continuous learning, and the ability to bring their best selves to work. As the premier wine and spirits distributor, Southern Glazer’s isn't just one of Forbes’ Top Private Companies; it's a family-owned business with deep roots dating back to 1933. The reputation of Southern Glazer’s is well-established, and it's no surprise that we are regularly recognized for our culture. Southern Glazer’s has been recognized by Newsweek as one of America’s Greatest Workplaces for Inclusion and Diversity, as well as for Women and Parents and Families. These accolades speak volumes about our commitment to creating a supportive and inclusive culture of belonging for all employees. As a full-time employee, you can choose from a wide-ranging menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and more. By joining Southern Glazer’s, you would be part of a team that values excellence, innovation, and community. This is more than just a job – it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people.

Requirements

Working knowledge of SAP ECC, S4 Hana, BTP, Solution Manager and HQPC.
SAP S/4HANA Toolset: Hands-on experience with modern SAP ecosystems, including SAP Fiori, Core Data Services (CDS), SAP Cloud ALM.
ITSM Platform: Proven proficiency in ServiceNow for executing and tracking ITIL processes (Incident, Problem, and Change Management).
Modern Methodologies: Understanding of ITIL v4 principles, Agile/DevOps models, and experience transitioning traditional support models into automated, continuous delivery frameworks.
Cloud & Hybrid Operations: Experience managing AMS for hybrid landscapes (On-Premise and Cloud environments), ensuring seamless integration and issue resolution across platforms.
Production Bug Fix, Configuration Management and Deployment.
Strong business acumen
Ability to work with multiple technologies, aptitude for new technologies and ability to effectively apply technological solutions to business problems
Proven experience in planning, organization, implementation and development of applications or infrastructure
Excellent written and oral communication, with ability to articulate ideas to both technical and non-technical addresses
Executive presence
Thought Leadership
Change Agent with Managerial Courage
Coaching
Delivery Results
Drives Vision & Purpose
Executive Presence
Influencing
Servant Leadership
Strategic Mindset
Teambuilding/Develops Team Exceptional organizational skills, proven ability to multi-task
Able to maintain confidentiality of sensitive information
Ability to lead a team environment with Agile delivery values

Nice To Haves

Master’s degree in computer science or a related technical field
SAP Certified Technology Associate in SAP HANA and SAP BTP
Proven track record of leading S/4HANA upgrades and SAP Cloud migrations (RISE/GROW)
Deep understanding of "Clean Core" methodologies and technical governance execution

Responsibilities

Ensures the resolution of technical issues in steady-state applications.
Leads a team that performs prioritization, workload, root cause analysis, and technical troubleshooting.
Coordinates effectively with Client Services to provide second-level support.
Oversees minor application patching, enhancements, and development upgrades.
Directs Incident, Problem, and Change Management processes.
Utilizes platforms like ServiceNow to resolve issues within established service levels.
Ensures problems have corrective action plans to prevent repeat occurrences.
Rigorously validates all change management requirements to protect the production environment.
Serves as escalation point for AMS team.
Champions user request/bug fix processes and SLAs, leveraging ServiceNow for comprehensive ticket lifecycle management and reporting.
Inventories/tracks and monitors all user requests/bug fixes to ensure SLA compliance against severity levels.
Performs risk/ schedule/ cost impact analysis to existing work streams, resolves planning and technical contentions.
Performs configuration management internal reviews and audits.
Ensures proper segregation of roles for process/audit compliance.
Ensures proper technical plans are in place for all production changes (e.g., rollback plan, implementation plan, data conversion).
Performs risk assessment for all production Change Requests.
Drives continuous improvement by identifying automation opportunities (AIOps) for repetitive bug fixes and support requests.
Serves as SAP AMS focal point for severity 1 and 2 incidents.
Organizes team to ensure correct resources are working on severity 1 and 2 incidents.
Ensures clear ownership of problem determination/resolution.
Ensures completeness of problem analysis/impact analysis.
Reviews completeness of root cause and recommended resolution / workarounds.
Prepares communications related to severity 1 and severity 2 incidents, ensuring accuracy and completeness of content.
Updates on-call contact list to keep all contact information up-to-date.
Ensures all new solutions have a workable DR solution within the agreed SLAs.
Provides management to key outsource providers.
Ensures governance and delivery model is adhered to.
Holds providers accountable for performance and meeting service levels.
Establishes and maintains relationships with vendors, internal (users) and external customers, and other departments within the company.
Ensures clear and formal agreements exist for sub-contractor/vendor management and are aligned with organizational objectives.
Monitors and reports vendor SLAs against agreements using automated IT Service Management dashboards.
Oversees prioritization and execution of small enhancements.
Oversees and coordinates ROM estimates for projects.
Supervises delivery of projects across AMS support team/vendors/external partners and business teams.
Conducts quality review of deliverables to ensure contents meet the required standards.
Reviews testing results to ensure proper resolution and categorization for all defects.
Ensures proper technical plans are in place for all production changes (e.g., fallback plan, implementation plan, data conversion).
Applies Agile and DevSecOps frameworks to accelerate the delivery and quality of minor enhancements.
Responsible for AMS support budget (including small enhancements and small projects) and associated vendors.
Responsible for resource planning to support future initiatives and in proportion to project demand.
Performs regular reviews of AMS operational performance to ensure that all resources are logging time against the correct work items and that all clocking are valid and timely.
Leads AMS financial performance reviews.