SAP AMS Service Delivery Manager - Technology Consulting - Advisory at PwC

Job description

Line of Service Advisory Industry/Sector Not Applicable Specialism Technology Strategy Management Level Manager Job Description & Summary Our Managed Services Team At PwC Ireland, our Managed Services team shapes, solutions and delivers managed services with our global delivery network and 3rd party ecosystems with leading organisations across all sectors. We run managed services built on leading technologies so our clients can accelerate their business strategies enabling them run faster, scale smarter and lead stronger in an increasingly changing and complex business landscape. Purpose-led work you’ll be part of As a SAP AMS Service Delivery Manager with a strong focus on client value and satisfaction, you’ll work with our local clients managing the delivery of technology-enabled managed services, with a particular focus on SAP application management services (AMS), harnessing the best of our global network and 3rd party ecosystem. You will be the local client point of contact for the entire service, working with our network delivery leads, and you will directly manage and be accountable for all locally delivered services (onsite and in Ireland), while coordinating and governing delivery across PwC’s global network. You will be responsible for service monitoring and reporting with your client and internally with PwC, ensuring services meet agreed service level agreements (SLAs) and performance expectations. As part of your role, you will also work closely with the client account team to identify opportunities to enhance and expand the services delivered. In addition, you will be joining a fast-growing local team and will play a role in further developing and building PwC Ireland’s managed services capability. Responsibilities include Service Delivery & Governance Manage the ongoing delivery of one or more managed services engagements to operate within budget and meet or exceed client expectations Develop collaborative relationships with delivery leads, teams and 3rd parties across PwC’s global network to manage end-to-end delivery of multi-location services Define, run and monitor regular service reporting in line with contractual service level agreements (SLAs) Lead service reviews and governance forums, providing clear insight into service performance, risks and opportunities Operational Excellence Drive strong governance across service processes, ensuring consistency, quality and reliable service outcomes Diagnose and resolve service delivery issues or challenges, ensuring SLAs are consistently met or exceeded Lead escalation management, ensuring timely resolution and effective communication with stakeholders Drive continuous service improvement, identifying opportunities to enhance service efficiency, quality and client value SAP AMS Delivery & Transition Manage delivery across SAP application management services, including support and enhancement activities Work closely with functional and technical teams to ensure effective prioritisation and delivery aligned to client needs Support transition and mobilisation of managed services engagements, including knowledge transfer and service setup Ensure services are delivered in line with defined operating models and agreed scopes Client & Commercial Management Build strong, trusted relationships with client stakeholders while maintaining open and constructive dialogue Work with the broader client account team to identify and convert opportunities to enhance and expand services Maintain awareness of delivery scope, effort and commercials, supporting effective and sustainable service delivery People & Capability Development Develop the local team of service delivery professionals through training, coaching and mentorship Coach and mentor junior consultants, fostering a culture of continuous learning and collaboration Contribute to building PwC Ireland’s managed services capability, including development of collateral and insights Your Profile Degree qualified with relevant serv