Service Delivery Manager - Spanish/English.
Company: The Silicon Partner LAC (TSP).
Type: 100% Home Office.
Job Description:
- Provide exceptional remote team leadership and application support for mission-critical SAP applications in our Americas Human Capital Management CloudCare team (SAP and Workforce Software).
- Monitor ticket SLAs, aging, and adherence to our procedures, the “Golden Rules” in our HCM Practice, and excel in our AMS service tool.
- Be the focal point of our customers for communications, feedback, and planning.
- Prepare and deliver calls for Status Reports and Service Reviews.
- Manage their service hours budget with TSP.
- Guide initiatives in their SAP SuccessFactors modules.
- Identify and implement business process improvements for TSP or customers in a proactive manner.
- Prepare and deliver service governance calls for customers, including status reports and service reviews.
- Manage and develop a small team of support consultants in their daily activities: estimating effort hours, diagnosing requirements, developing, testing, deploying, and ensuring compliance with best practices in AMS service to deliver solutions in complex environments.
- Manage small and medium projects from sales handover to completion, ensuring scope, deadlines, budget, customer satisfaction, and team engagement.
- Proactively manage project KPIs, tasks, and issues to detect deviations and connect the right people to address them promptly.
Requirements (Must have):
- 2+ years of experience in customer service roles, including but not limited to Project Manager or AMS Manager.
- SAP Project Manager: 3+ full-cycle SAP project implementations (from Prepare to Hypercare), with at least two implementations conducted while working for a consultancy firm.
- SAP Project Manager: 1+ project with at least one module of Success Factors or Workforce Software or SAP HCM in its scope.
- SAP Project Manager: USD 100,000+ project budget.
- SAP AMS Manager: 10,000 employees+ in the customer´s portfolio served.
- SAP AMS Manager: 1+ customer with at least one module of Success Factors or Workforce Software or SAP HCM in its scope.
- 2+ years of relevant Team Leading Experience in hiring, leading, and mentoring teams of 3+ SAP Consultants.
- Demonstrate a strong background in SAP Activate Methodology and/or AMS processes.
- Resilience in working on multicultural teams and excellent communication skills.
- Learning agility for new challenges, delivering practical solutions and system AMS tools.
- TSP aims to accommodate work schedules in accordance with the requirements of each country. However, due to our global presence, we may have customers in various time zones. Therefore, we need to be flexible in adjusting our work schedule to cover shifts between UTC-3 and UTC-6.
- Ability to deliver projects or AMS to native Spanish and English speaking customers.
Differentials (Pluses but not mandatory):
- Experience as a SuccessFactors, SAP HCM, Workforce Functional, or Technical Consultant in AMS or project implementations.
- Experience in payroll projects, operations, or BPO.
- Ability to deliver projects or AMS to native Portuguese-speaking customers.
- Experience working in consultancy firms.
- Agile methodology Experience.
- ITIL – ITSM, PMP-PMI, or equivalent certifications or degrees.
