Optimization Service 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.

The Optimization Service Manager is responsible for engaging in partnerships with clients by providing flexible and high-performing SAP optimization delivery services. These services enable operational efficiencies, facilitate continuous application enhancement for business growth, and offer incremental innovations, thereby acting as an extension of the Client Center of Excellence team.

Your Role:

• Be the point of contact for a Syntax Global SAP Optimization Service client portfolio in delivering SAP services for operations and grow initiatives that meets the client’s business requirements.
• Execute daily leadership duties such as proactive planning and coordination, communication, and issue resolution (break-fix) that meets the service level agreement targets.
• Critical to the success is to effectively manage assigned, senior SAP consultants to delivery high quality, creative SAP solutions that add real value to clients’ business processes.
• Compile a weekly, monthly quarterly performance report and hold meetings to discuss completed activities/tasks, service levels performance goals and achievements, service request status, budget status, challenges, and any other topics agreed with the client.
• Implement and deliver SAP Applications continuous business improvements (GROW), align with client methodology and leading Syntax’s agile methodology, according to committed scope, time, budget, and quality.

Your Responsibilities

Governance

• Guide and Support client counterparts in their roles & responsibilities.
• Revise and confirm the objectives of the mandate (s) with the client.
• Remind clients of original objectives & expected business benefits when reviewing scope & budget changes.
• Coordinate with SAP (the company) for issues resolution on OSS incidents.
• Prepare and host weekly, monthly and quarterly meetings including budget management.
• Prepare and present the client cockpit review, on a monthly basis, to internal GSOS executive team.
• Participate in the client renewal process.

Operation (RUN)

• Triage of incoming tickets to ensure an appropriate consultant is assigned to each incoming ticket and ensure that tickets are managed effectively and efficiently to meet client requirements and timelines.
• Ensure consistent usage of best practice tools during services delivery and manage risk across delivery phases of operational services.
• Identify urgent situations and react to fix the client issues rapidly by always adhering to the SLO of the ticket priority (i.e. P1/P2); accordingly, be ready to make difficult decisions or recommendations that can have an impact on the orientation of services.
• Plan and coordinate the S4/HANA Cloud release activities according to SAP release schedule if applicable to your client portfolio.

Evolution (GROW)

• For Change Request tickets (Enhancements), directly manage assigned consultants to ensure that business requirements and functional specifications are completed in a timely manner with reasonable estimates.
• Manage the full life cycle of the change request ticket and ensure the approved Change Requests are delivered to the customer for user acceptance testing by the committed dates.
• For Change Requests that exceed the approved hours prior to completion, obtain written approval from the customer for additional hours with very good evidence of changes in scope that justify the additional hours. Anticipate and address potential issues before they are recognized by others.
• Plan and manage with the client, their change request backlog via agile methodology (i.e. MoSCoW, relative points).

Innovation

• Brainstorm with your COE and propose innovation opportunities or new offering relevant to the customer.
• Liaison between the client and Syntax experts to review possible innovation opportunities.
• Recommend to the client how to decrease their RUN operations cost. AI
• Stay up to date with market trends, what is offered by competitors and adjust the approach accordingly.

Prioritization

• Manage multiple responsibilities while managing priorities in order of urgency with autonomy.
• Guide client counterparts on ticket prioritization and escalation procedure.
• Escalate issues to appropriate stakeholders when required.
• Elaborate and hold responsibility for the work plan for any given mandate and ensure that the assigned tasks and responsibilities are accomplished in a timely and budget commitment manner.

Staffing

• Restructure work for consultants to respond to changing needs.
• Participate in the staffing of the employees by recommending the appropriate employees or by recommending the expertise and level required.
• Evaluate, justify, and minimize positive and negative staffing leakages.

Finance

• Maintain a constant view of the client overall financial performance and raise concerns to leadership team when client project appears to be at risk.
• Track and control the client budget of Run and Grow activities, on a monthly basis.
• Ensure timely approval of timesheets and expense reports related to the project.
• Conciliate and approve client invoices for accuracy in monthly billing cycle.
• Track contract validity and contribute to the contract renewal.

Key Performance Indicators

• Participate and review in the Net Promoter Score, Client Feedback and Client Satisfaction scores.
• Drive to personal productive days and utilization targets as defined by the organization.
• Manage client budget and margin to be on-time and on-budget.
• Execution on all recurring deliverables with high quality services on time.

        Management

• Schedule and chair client meetings to review open Run & Grow initiatives for client portfolio.
• Attend and contribute to departmental meetings with chairing of meetings on a rotational schedule.
• Take on the leadership role with the consulting team for the duration of the client project and be recognized and respected as such.
• Favor teamwork and collaboration with the goal of obtaining common objectives.
• Encourage others to work together towards common goals even in the presence of differences of opinion.
• Participate in preparation of departmental reports or additional client reports as required.
• Participate in the overall departmental capabilities practice improvement program.

You Have

• At least 7 years of relevant ERP project, evolution, and support.
• Best practices experience or certification desired (ISO, ITIL, COBIT, SIX Sigma, Lean IT).
• Bachelor’s degree required. Degree in IT preferred.
• 3 years of Team Management experience.
• General understanding of core SAP modules (FI, CO, MM, PP, SD), their integrations and the business processes they support.
• Experience with ServiceNow and/or SAP Solution Manager is an asset or other ITSM tools.
• Ability to mentor team members toward developmental objectives and resilience to overcome challenges or setbacks to achieve team, project and client goals.
• Excel in managing client expectations and being able to navigate difficult conversations with the client and/or consultants to address performance issues.
• Desire to visit client site as required for relationship building.
• Expert in multi-tasking by managing multiple clients, high volume of emails, consultant interactions, with having excellent time management skills.
• Excellent verbal, written and presentation communication skills.
• Comfortable interacting with senior management and executive team members.
• Fluency in English & French (Bilingual) would be an asset.

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!