SAP Optimization Services

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

**Job Title: AMS Service Delivery Manager (SDM)**

**Job Summary:**
The AMS Service Delivery Manager (SDM) serves as the primary point of contact for a portfolio of Syntax’s AMS SAP clients, ensuring excellence in RUN operations and the successful delivery of GROW initiatives. This role is pivotal in maintaining service quality, reducing Total Cost of Ownership (TCO), managing client priorities, and ensuring effective governance and communication. The SDM collaborates closely with the Manager of Value Delivery & Innovation (VDI) to deliver on client expectations and maintain operational stability and efficiency aligned with contractual commitments.

**Key Responsibilities:**

- **Governance:**
  - Guide and partner with client counterparts to fulfill their roles and responsibilities.
  - Reinforce original objectives and expected business benefits during scope or budget reviews.
  - Coordinate with SAP to resolve OSS incidents effectively.
  - Prepare and lead weekly and monthly meetings; participate in quarterly governance, including budget reviews.
  - Escalate risks to the Regional Lead regarding client relationships, budget, or unplanned activities.
  - Support the client renewal process.

- **Operation (RUN):**
  - Triage incoming tickets, assigning the right consultants and ensuring efficient handling.
  - Utilize best practice tools consistently and manage risks throughout all RUN delivery phases.
  - Respond promptly to urgent issues (P1/P2) to restore service within established SLOs.
  - Plan and coordinate S/4HANA Cloud release activities in line with SAP’s release schedule.

- **Evolution (GROW):**
  - Manage consultants to ensure timely completion of Change Request requirements and functional specifications.
  - Oversee the lifecycle of small to medium Change Requests, ensuring delivery for User Acceptance Testing (UAT) by committed dates.
  - Collaborate with the VDI Manager to execute large Change Requests and align with the client roadmap.

- **Prioritization:**
  - Manage multiple responsibilities and prioritize tasks based on urgency.
  - Guide client counterparts on ticket prioritization and escalation procedures.
  - Escalate issues to relevant stakeholders as needed.
  - Take responsibility for the work plan of each mandate, ensuring timely completion of assigned tasks.

- **Staffing:**
  - Adapt work for consultants to meet evolving needs.
  - Participate in staffing decisions, recommending appropriate expertise and levels required.
  - Evaluate staffing performance to minimize leakages.

- **Finance:**
  - Monitor the client’s overall financial performance, raising concerns to leadership if projects appear at risk.
  - Track and control the client budget for RUN and GROW activities on a monthly basis.
  - Ensure timely approval of timesheets and expense reports.
  - Validate and approve client invoices for accuracy during the monthly billing cycle.
  - Track contract validity and contribute to contract renewal efforts.

- **Performance:**
  - Review Net Promoter Scores, Client Feedback, and Client Satisfaction scores.
  - Strive for personal productivity and utilization targets as defined by the organization.
  - Ensure client budgets and margins are maintained on time and on budget.
  - Execute all recurring deliverables with high-quality services punctually.

**Required Qualifications:**

- Bachelor’s degree required; degree in IT preferred.
- Minimum of 7 years of experience in relevant 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 process integrations.
- Strong client relationship management skills with the ability to navigate difficult conversations.

**Preferred Qualifications:**

- Experience with ServiceNow and/or SAP Solution Manager or other ITSM tools.
- Best practices experience or certification in ISO, ITIL, COBIT, Six Sigma, or Lean IT.
- Willingness to visit client sites for relationship building.
- Proven ability to manage multiple clients and high volumes of communication effectively.

**Education & Certifications:**

- Bachelor’s degree in Information Technology or related field.
- Relevant certifications in project management, ITSM, or SAP modules are a plus.

**Why Syntax?**
Join Syntax and be part of a dynamic team working on innovative projects that are transforming the industry. Our recent launch of one of the world’s most advanced manufacturing facilities utilizing SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud exemplifies our commitment to excellence. We offer competitive compensation, flexible working arrangements, attractive benefits, and a culture that emphasizes professional growth and open communication. 

**Application Process:**
Interested candidates are encouraged to submit their resumes and cover letters detailing their relevant experience and qualifications for the AMS Service Delivery Manager position at Syntax.

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.  

• Competitive, above-average compensation
• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!

Syntax is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.