SAP AMS Service Delivery Manager - Technology Consulting - Advisory

SAP AMS Service Delivery Manager - PwC Ireland Overview

As a SAP AMS Service Delivery Manager you will be the local client point of contact for the entire service, managing the delivery of technology enabled managed services, principally SAP application management services, while coordinating and governing delivery across PwC's global network.

Responsibilities

• Service Delivery & Governance
  • Manage the ongoing delivery of one or more managed services engagements to operate within budget and meet or exceed client expectations.
  • Develop collaborative relationships with delivery leads, teams and 3rd parties across PwC's global network to manage end to end delivery of multi location services.
  • Define, run and monitor regular service reporting in line with contractual service level agreements (SLAs).
  • Lead service reviews and governance forums, providing clear insight into service performance, risks and opportunities.
  • Drive strong governance across service processes, ensuring consistency, quality and reliable service outcomes.
  • Diagnose and resolve service delivery issues, ensuring SLAs are consistently met or exceeded.
  • Lead escalation management, ensuring timely resolution and effective communication with stakeholders.
  • Drive continuous service improvement, identifying opportunities to enhance service efficiency, quality and client value.
• SAP AMS Delivery & Transition
  • Manage delivery across SAP application management services, including support and enhancement activities.
  • Work closely with functional and technical teams to ensure effective prioritisation and delivery aligned to client needs.
  • Support transition and mobilisation of managed services engagements, including knowledge transfer and service setup.
  • Ensure services are delivered in line with defined operating models and agreed scopes.
• Client & Commercial Management
  • Build strong, trusted relationships with client stakeholders while maintaining open and constructive dialogue.
  • Work with the broader client account team to identify and convert opportunities to enhance and expand services.
  • Maintain awareness of delivery scope, effort and commercials, supporting effective and sustainable service delivery.
• People & Capability Development
  • Develop the local team of service delivery professionals through training, coaching and mentorship.
  • Coach and mentor junior consultants, fostering a culture of continuous learning and collaboration.
  • Contribute to building PwC Ireland's managed services capability, including development of collateral and insights.

Qualifications

• Degree qualified with relevant service delivery qualifications (e.g., PMP, ITIL) an advantage.
• 10+ years' experience in a Service Delivery Manager or similar role, with significant experience in SAP application management services (AMS) environments.
• Experience managing service delivery within complex global delivery models (onshore/offshore/multi vendor environments).
• Demonstrable experience and deep understanding of service reporting, SLA management and service governance.
• Strong relationship management skills, with the ability to build trusted client relationships and manage challenging situations effectively.
• Experienced people leader, with a background of inspiring and developing high performance teams across multiple locations and cultures.
• Collaborative and proactive team member with experience of nurturing, guiding and mentoring teams involved in managed services.
• Experience driving operational excellence and high quality standards across managed services teams and processes.
• Curious and analytical mindset, able to translate data into meaningful insights that support decision making and business outcomes.
• Strong communication skills, both verbal and written.

Equal Opportunity

We are an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status or disability status. PwC Ireland is committed to creating an environment that promotes equality and dignity at work.