EY SAP CRM Service Delivery Manager in Poland

Title: SAP CRM Service Delivery Manager

Location: PL- -Wrocław

Job Number: WRO001AO

As a truly worldwide organization, EY Global Delivery Services spans all geographies, practices, service lines, sectors and competencies with deeply-integrated services. With 22,000 people working from nine centres in five countries, GDS is online everywhere, helping deliver exceptional client service all the time; providing what you need, where you need it.

EY GDS Poland has been in operation since 2011, supporting 30 countries across 14 services in English and non-English languages. Join one of our innovative and highly skilled teams and gain valuable experiences that will last a lifetime.

IT Services is a global organization that works with our internal clients, to provide IT support and solution to client teams, internal support functions and global projects and programs. Over the next few years, GDS Poland will increase the number of IT professionals in its center to develop and support EY’s business and internal applications. These professionals include IT project managers, business analysts, software architects, infrastructure engineers.

IT Services team maintains and enhances EY’s IT infrastructure and works for our internal clients across the globe. You will work with EY locations, supporting our service lines and key business processes or be part a dedicated IT team handling cross-organizational initiatives and transformational projects

We are looking for:

SAP CRM Service Delivery Manager

The Service Delivery Manager (SDM) plays an integral and wide-ranging role in the delivery of the services provided by the MSSC to the Mercury User Community. An SDM is required for each of the business process or functional areas which form the backbone of the Mercury solution, namely Finance, Procurement, Service Delivery / Engagement Management and Customer Relationship Management. As such, the SDM should have deep techno-functional experience in one or more of the in scope functional areas. This experience should include specific and detailed knowledge of configuration in SAP CRM OnPrem and C4C (Cloud for Customer), gained through both program implementation and support, and the technical integration of SAP with other applications, including data transfer and interface management via SAP PI/PO and other middleware solutions.

The SDM will have full responsibility for the end-to-end business process chains, in the functional area for which they are accountable, which are managed and executed via the Mercury solution and more particularly within SAP. From a day-to-day operational support perspective, the SDM should ensure the timely and satisfactory resolution of production impacting incidents within their own functional area or where cross-functional incidents required their input. The SDM must work closely with the functionally aligned / process aligned support teams which form part of the service delivered by the AMS vendor. Similarly, they must work closely with the IT Services Portfolio Service Delivery teams, where there are incidents involving applications which are dependent or impacted by the Mercury solution. As such, the SDM will take the lead role in the restoration of service and investigation of incidents with of critical or high priority and must ensure that specific actions are agreed and undertaken to determine the root cause and then deliver the relevant fix safely and without impact on the production environment.

As the deployment of Mercury continues beyond the pilot phase, the SDM will work closely with the Process Experts within the MSSC and relevant representatives from the business community and the GPOs to define the road map and portfolio for their own functional or process area. The SDM will ensure that solutions proposed by the Process Experts are technically viable and do not have any adverse impact from a technical integration perspective. They must ensure that a full impact assessment is conducted and co-ordinate the solutioning and delivery by the AMS vendor where appropriate, working closely with IT Services Portfolio Service Delivery on cross-application delivery.

The SDM will work closely with the Service Manager regarding service performance for their own functional area, agreeing action plans with the AMS functional team, as required, to help prioritize incident backlog and develop demand plans for the delivery of service requests, maintenance requests and enhancement requests.


Skills and experience requirements:

  • Degree in computer science or a related discipline

  • English language skills - excellent written and verbal communication

  • Minimum of 10 years IT related experience

  • Experience with CRM and C4C (Cloud for Customer) which includes Opportunity Management, Account Management, Contact Activity Relationships, Marketing and Reporting. Based on this scope, the CRM Service Delivery Manager is required to have relevant, similar experience from the following areas of SAP:

  • SAP CRM OnOPrem and SAP C4C (Cloud for Customer) which is the Glboal Cloud service hosted by SAP in the German Data cener

  • SAP C4C SAML token approach implmented for C4C SSO

  • SAP native app experience for mobile users

  • Significant experience of delivering operational IT support services in a highly integrated, multi-application environment with multiple stakeholders

  • Strong management background with the ability to manage demanding customers and challenging suppliers fairly and effectively

  • Management of service delivery performance and compliance through agreed metrics and Service levels

  • Commercially astute with strong negotiation and management skills to deliver supplier performance

  • Ability to communicate effectively across a complex and diverse group of stakeholders

  • Deep and practical ITILv3 knowledge and experience

  • Demonstrate an inclusive and globally aware mindset

  • Ability and flexibility to work in a virtual environment across multiple time zones

  • Flexibility to work non-standard hours in supporting global production systems.

We offer :

  • Work in prestigious stable company

  • Contact of employment

  • Fair salary

  • Relocation package

  • Participating in interesting projects

  • Work in a professional, dynamic, truly global team

  • Development opportunities in international multilingual environment

  • Attractive social package (sport card, medical insurance, life insurance, wellness & spa program, sport events and many others)

  • Language courses

  • Modern office space near market square

  • Home office up to 3 days per week