Service Delivery Manager – SDA – Engagement Maintenance

Responsibilities

• Manage the delivery of MST services to the Mercury user community from a functional perspective.
• Oversee end-to-end business process chains within SAP, ensuring timely resolution of production incidents.
• Manage AMS vendor functional resources, including resource planning, demand management, and workload prioritization.
• Lead the restoration of service and root cause investigation for critical or high-priority incidents.
• Partner with Global Process Owners (GPOs) and process leads to develop portfolios and demand plans for service and enhancement requests.
• Represent break-fixes in Release Review Board calls and ensure technical viability of business requirements.
• Manage stakeholders across the IT Services landscape, focusing on technical integration and application interfaces.

Requirements

• Bachelor’s degree in a relevant discipline or equivalent work experience.
• Minimum of 12 years of SAP experience, covering both implementation and support.
• Proven experience in complex management activities, including supplier management and delivering IT services to customers.
• Direct experience in managing staff and budgets.
• Strong service management expertise with a solid understanding of ITILv3.
• Deep functional knowledge of SAP (e.g., SD, CPM, PLM, PPM, or PS).

Preferred Qualifications

• Certification in a relevant SAP functional area.
• Experience with SAP Multi-Resource Scheduling.
• Ability to work flexibly across multiple time zones in a virtual environment.

Benefits

• Continuous learning opportunities to develop new mindset and skills.
• Access to tools and flexibility to drive your career forward.
• A diverse and inclusive culture that empowers individual voices.
• Comprehensive benefits package focused on physical, emotional, financial, and social well-being.

About the Company

EY exists to build a better working world, helping to create long-term value for clients, people, and society. Enabled by data and technology, our diverse teams in over 150 countries provide trust through assurance and help clients grow, transform, and operate.