Job Type






SAP Finance Service Delivery Manager Argentina


EY Argentina Argentina

2 months ago

About Program Mercury

Program Mercury is a large, multi-year, enterprise-wide process transformation that will replace more than EY business systems and related processes with an integrated, SAP centric platform that will standardize and harmonize activities throughout the organization and significantly improve how EY manages its business. Program Mercury is a key enabler of EY's Vision , directly supporting the efforts of a number of transformation initiatives across the Firm by streamlining the application portfolio, reducing operating costs and providing a platform to deliver services more efficiently.

About the Mercury Support Team (MST)

As an organization jointly owned by the business and IT, the MST is a centralized and global organization which will provide operational support for the delivered Mercury solution and manage and support the Mercury user community. The MST will play an integral role in governance of the Mercury solution and the global template from both a... business and IT perspective and will evolve to work closely with the business in enabling the benefit and value to be realized from the investment in Program Mercury and to set the furture direction and technology road map to support Vision .

The Technology Workstream is one of the six core functions of the MST. Within the technology stream the service delivery management function will provide an appropriately resourced and skilled organization that will:
• accept the delivered Mercury solution from the Program and provide integrated, seamless functional and technical support take accountability for the delivered Mercury solution and deliver services, in line with defined service targets, to the Mercury user community act as the single point of contact for vendors delivering support services across the integrated Mercury application landscape enable the Program Team to focus on the continued deployment of the global template and ongoing localization requirements.

Job Summary:

The Service Delivery Manager (SDM) plays an integral and wide-ranging role in the delivery of the services provided by the MST 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, 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 EY Technology 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.

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.

Essential Functions of the Job:

Detailed and specific knowledge of the relevant functional area in SAP, gained through a combination of program delivery / implementation and support
• Manage the delivery of MST services to the Mercury user community from a functional perspective
• Manage the functional resources of the AMS vendor in terms of resource planning, demand management and the prioritization of workload
• Manage stakeholders across the EY Technology landscape regarding the the operational support of the Mercury solution, with a particular focus on technical integration, including interfaces between impacted and / or dependent applications
• Work closely with the GLOBAL PROCESS OWNERs and process leads to develop process specific portfolios and demand plans for the relevant functional areas of the Mercury solution and take the prime responsibility for the delivery of service requests, maintenance requests and enhancement requests
• Work closely with the Mercury program functional teams regarding the viability of business requirements and the potential impact upon the global template
• Ensure ongoing awareness of the impact of future program releases across the functional area and provide input to impact assessments as required.

Analytical/Decision Making Responsibilities:
• Make informed judgments and take appropriate action regarding issues which may potentially impact the quality of services delivered by the MST across the relevant functional area
• Analyze requirements from the business and take appropriate steps to define action plans which are detailed, meaningful and set expectations appropriately with the business
• Analyze service performance based on data provided and interpret the data to determine the quality of the service – validate this against the user perception of the service
• Determine when it is appropriate to escalate and use judgement and experience and to determine the most effective course of action
• Engage and work closely with the stakeholders across business and IT, using personal experience and judgement to define tailored approaches to dealing with specific stakeholders, setting expectations appropriately and building trust and confidence.

Knowledge and Skills Requirements:
• The Functional Support Lead will work mainly on Finance Incidents, Service request, CR's, PRB's. Worked in multi-team/cultural environment and has global exposure. Planing the deliverables proactively, following up with different stakeholders via meeting and driving the deliverables.
• Working and coordinating 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.
• One of the most fundamental areas of the Mercury solution is Service Delivery Finance (FIN) which includes New General Ledger and Vendor Invoice Management. Based on this scope, the FIN Service Delivery Manager is required to have relevant, similar experience from the following areas of SAP:

Required Skills

Preferred Skill

o SAP FICO – Majorly Finance and higher level understanding of CO

o Cross Module understanding like FI-SD, FI-MM, FI-Projects

o SAP Taxation-GST,

o SAP BCM- Business Communication Management

o SAP BPC – Financial Consolidation


o Third System/Tool/Interfaces like Thompson Reuters, Winshuttle,

C- Series, EFT/IFT, Fides

o Brazil Taxation, SAF-T
• 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

Supervision Responsibilities:
• Receives direction rather than supervision
• Able to act independently, seeking consultation guidance and advice as appropriate
• Actively develops team members and direct reports by providing day-to-day guidance, feedback and on-the-job coaching
• Assists in preparing and tracking budgets
• Responsible for compliance with performance management objectives
• Mentors and counsels staff members

Other Requirements:
• 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.
• International travel may be needed.

Job Requirements:

• Bachelor's degree in a relevant discipline or equivalent work experience

• Minimum of 7 years' SAP experience from both an implementation and support perspective
• Direct experience in complex management activities including supplier management and the delivery of complex EY Technology to customers
• Significant awareness of the future direction for SAP in the relevant functional area
• Significant experience of developing and managing portfolio plans and planning demand in line with business priorities
• Direct experience in managing staff and budgets
• Strong service management experience with good awareness of ITILv3

Certification Requirements:
• Certification in the relevant function area of SAP is preferred


This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management

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