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Dublin, Éire / Ireland
Onsite
Line of Service
AdvisoryIndustry/Sector
Not ApplicableSpecialism
Technology StrategyManagement Level
ManagerJob Description & Summary
Our Managed Services TeamPurpose-led work you’ll be part of
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.
Responsibilities include
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
Operational Excellence
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
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
Your Profile
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
Unlock your potential with PwC Ireland
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.
Enjoy PwC’s perks
We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive employee benefits and flexibility programs that will help you thrive in work and life. Learn more about us at Life@PwC. (https://www.pwc.ie/careers-ie/life-at-pwc.html).
Being appreciated for being you
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.
Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank, certifications not specified)
Required Skills
Optional Skills
Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Application Software, Business Model Development, Business Process Modeling, Business Systems, Coaching and Feedback, Communication, Creativity, Developing Training Materials, Embracing Change, Emerging Technologies, Emotional Regulation, Empathy, Enterprise Integration, Enterprise Software, Implementation Research, Implementation Support, Implementing Technology, Inclusion, Innovative Design, Intellectual Curiosity, IT Infrastructure {+ 23 more}Desired Languages (If blank, desired languages not specified)
Travel Requirements
Not SpecifiedAvailable for Work Visa Sponsorship?
YesGovernment Clearance Required?
NoJob Posting End Date