Service Delivery Manager

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:** SAP Service Delivery Manager

**Job Summary:**  
The SAP Service Delivery Manager (SDM) at Syntax will serve as the primary point of contact for client support, ensuring efficient management and resolution of support requests. This role is critical in maintaining service levels as outlined in contractual agreements, fostering client relationships, and delivering exceptional customer satisfaction. The SDM will also conduct periodic client reviews to summarize services provided and share insights based on support interactions, ultimately contributing to continuous improvement in service delivery.

**Key Responsibilities:**
- Manage day-to-day operational aspects for one or more Application Management Services (AMS) clients, focusing on meeting Service Level Agreements (SLAs) and enhancing customer satisfaction.
- Act as the first line of support to triage customer incidents logged via the help desk, phone, or email during business hours.
- Coordinate ticket assignments with consultants to ensure effective management of incoming support requests.
- Monitor and follow up on dormant or slow-moving tickets, pushing them to completion.
- Ensure accuracy in ticket management processes, including mandatory fields, status updates, and billing processes.
- Attend and contribute to departmental meetings, including chairing meetings on a rotational basis.
- Manage and maintain internal documentation and master data relevant to departmental requirements.
- Facilitate regular customer meetings to review ticket statuses and provide monthly AMS summary reports.
- Prepare management reports and support documentation as needed for business operations.
- Advocate for Syntax, clients, and consultants, managing expectations and delivering communications with patience and professionalism.

**Required Qualifications:**
- Minimum of 7 years of experience in Information Technology, with a focus on functional/business consulting services, including Application Management Services and project implementation.
- At least 3 years of experience in service or project management.
- Proven experience in SAP consulting in at least one module.
- Strong written and verbal communication skills, with the ability to interact effectively with senior management and executive teams.
- Excellent interpersonal skills, demonstrating the ability to work collaboratively in teams and manage difficult customer interactions.
- Strong analytical and critical thinking abilities, with a focus on resolving issues proactively.
- Bi-Lingual in French and English is a must.

**Preferred Qualifications:**
- Experience in SAP project management.
- Familiarity with best practices or certifications such as ISO, ITIL, COBIT, Six Sigma, or Lean IT.
- Previous experience working with external vendors or consulting contractors.
- Demonstrated ability to mentor team members and manage multiple projects or priorities effectively.

**Education & Certifications:**
- Bachelor’s Degree in Computer Science or a related discipline with a focus on information technology, or equivalent training and experience.
- Relevant professional certifications in project management or service delivery management are preferred.

**Key Performance Indicators:**
- Customer feedback and satisfaction scores.
- Productivity levels and utilization rates as defined by the organization.
- Effectiveness in knowledge management and the creation of reusable support components.

This role requires a proactive, results-driven individual with a strong commitment to customer service and the ability to navigate complex client relationships. The ideal candidate will be detail-oriented, possess excellent time management skills, and demonstrate a pragmatism that aligns with Syntax’s values.

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.