Deloitte

T&T Manager – ETP As A Service, Service Delivery Lead – SAP

Deloitte

full-time

Posted on:

Location Type: Office

Location: Manila • 🇵🇭 Philippines

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Job Level

Senior

Tech Stack

PMP

About the role

  • You will be assigned as Service Delivery Manager (SDM) to manage an Application Managed Services (AMS) team in rendering support services to our Client.
  • Ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.
  • Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
  • Be overall responsible for the SLA Governance and Status Reporting.
  • Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
  • Ensure systems, procedures, and methodologies are in place to support outstanding service delivery.
  • Identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.
  • Recommend methods of improvement and see that actions are implemented on time for service delivery upgrades.
  • Mentor and guide team members in helping them attain expected standards of excellence.
  • Ensure team maintains documentations according to firm standards, best practices, and standard operating procedures.
  • Ensure team fully comply with and adhere to all the standard AMS process & procedures that are developed and client's IT policies that apply.
  • Provide accurate and regular reports to the client and management on performance of the service delivery.
  • Manage all financials related to the client engagements and ensure it is accurately and timely updated.
  • Able to manage all queries related to financials independently and work on discrepancies (if any) immediately and effectively.

Requirements

  • Have at least 5 years of experience in a Manager position (e.g., Project Manager, Portfolio Manager, or Service Delivery Manager)
  • Have at least 10 - 14 years of relevant experience managing an application support team and/or full-cycle SAP project implementations.
  • Have the ability to lead and manage cross-functional teams, fostering collaboration with internal teams, external vendors, and stakeholders to drive project success, service quality, and client satisfaction.
  • Experience in sales pursuits, including pursuit presentations.
  • Experience in leading and managing pursuits.
  • Strong ability to drive executive-level conversations.
  • Able to perform project planning, risk management, incident management, problem management, and change management with a keen sense of business risk and commercial acumen.
  • Able to manage the financial aspects of service delivery and/or project financials.
  • Have sound business acumen, teamwork, leadership qualities, and effective communication skills throughout the service delivery and project lifecycle.
  • Have a good understanding of service delivery management lifecycle processes and/or traditional waterfall and Agile project delivery methodologies.
  • Ability to act as a role model, guide, and mentor to the support team.
  • Capable of providing SME (Subject Matter Expert) advice on functional SAP areas.
  • ITIL, PMP, PRINCE2, or Agile certification is an added advantage.
  • Strong English communication skills (spoken & written).
  • Additional language skills (e.g., Mandarin, Bahasa Malaysia/Indonesia, Thai, Vietnamese, Korean, Japanese, etc.) are a plus.
  • Willingness to travel for short-term and long-term project assignments (both locally and abroad).
  • Must be willing to work 100% from the DC-KL office.
Benefits
  • Health insurance
  • Flexible working hours
  • Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
service delivery managementapplication supportSAP project implementationsproject planningrisk managementincident managementproblem managementchange managementfinancial managementservice delivery lifecycle processes
Soft skills
leadershipteamworkeffective communicationcollaborationmentoringbusiness acumenclient satisfactionstakeholder managementexecutive-level conversationrelationship management
Certifications
ITILPMPPRINCE2Agile certification