SAP AMS Service Delivery Manager - Technology Consulting - Advisory

As a SAP AMS Service Delivery Manager with a strong focus on client value and satisfaction, you’ll work with our local clients managing the delivery of technology-enabled managed services, with a particular focus on SAP application management services (AMS), harnessing the best of our global network and 3rd party ecosystem.

You will be the local client point of contact for the entire service, working with our network delivery leads, and you will directly manage and be accountable for all locally delivered services (onsite and in Ireland), while coordinating and governing delivery across PwC’s global network.

You will be responsible for service monitoring and reporting with your client and internally with PwC, ensuring services meet agreed service level agreements (SLAs) and performance expectations. As part of your role, you will also work closely with the client account team to identify opportunities to enhance and expand the services delivered.

In addition, you will be joining a fast-growing local team and will play a role in further developing and building PwC Ireland’s managed services capability.

• 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 or challenges, 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

• 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

• 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

• 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

• 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

• An experienced people leader, with a background of inspiring and developing high performance teams across multiple locations and cultures

• A collaborative and proactive team member with demonstrable 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

• A curious and analytical mindset, with the ability to translate data into meaningful insights that support decision-making and business outcomes

• Strong communication skills, both verbal and written

We believe that challenges are better solved together! We’re inspiring and empowering our people to change the world. Powered by the latest technology, you’ll be a part of amazing teams encouraged to collaborate and innovate in a way that creates powerful solutions and makes a positive impact. This purpose-led work, and our continuous development and encouragement, will help unlock your potential and take your career to the next level.

Our most valuable asset is our people and we grow stronger as we learn from one another. 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.  We believe this so much that we have signed up for the Business in the Community Elevate Pledge. (https://www.bitc.ie/the-leaders-group-on-sustainability/inclusive-workplace-pledge/)

You can learn more about our culture of belonging and explore our range of inclusive programmes, initiatives, employee resource groups and more at www.pwc.ie.

Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply, we’d love to hear from you!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please email us at ie_experiencedhireteam@pwc.com for more information.

PwC Ireland is committed to creating an environment that promotes equality and dignity at work. Working together in an inclusive environment enables us to harness the collective and complementary skills, knowledge, background, and networks of our people.