Location: Thornhill, ON, CA, L3T 7W8 Functional Area: Remote Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders. Syntax Application Management Services (AMS)

Service DeliveryManager(SDM)

Syntax is a leading Managed Cloud Provider for missioncritical enterprise applications, delivering technology solutions since 1972. With deep expertise in deploying and managing SAP and Oracle in secure private, public, and hybrid clouds, Syntax supports many of North America’s largest organizations. Our global presence, strong partnerships with major technology leaders, and advanced automation capabilities enable us to consistently deliver exceptional value to our customers. The AMS Service Delivery Manager (SDM) acts as the primary point of contact for a portfolio of AMS SAP clients, ensuring excellence in RUN operations and predictable delivery of GROW initiatives. The SDM is accountable for maintaining service quality, reducing TCO(minimizing RUN), managing client priorities, and ensuring strong governance and communication. The SDM works closely with the Manager,Value Delivery & Innovation(VDI), who owns the GROW roadmap, while the SDM is responsible for delivering GROW items and ensuring RUN remains stable, efficient, and aligned to contractual commitments. This role requires a proactive, results-driven individual with a solid commitment to customer service and the ability to navigate complex client relationships. The ideal candidate will be detail-oriented, strong communication skills, possess excellent time management skills, and a commitment to exceptional service delivery. Your Role:

SDM isthe point of contact for aSyntaxServiceclient portfolio in delivering SAP servicesfor operationsand growinitiativesthatmeettheclient’sbusinessrequirements. Execute daily leadership duties such as proactive planning and coordination, communication, and issue resolution(break-fix)



that meets the service levelagreementtargets. Critical to the success is to effectively manage assigned, senior SAP consultants to delivery high quality, creative SAP solutions that add real value toclients’ business processes. Compileweekly, monthlyand participate inquarterly performance report and hold meetings to discuss completed activities/tasks, service levels performance goals and achievements, service request status, budget status, challenges, and any other topics agreed with the client. Your Responsibilities

Governance

Guide and partner with client counterparts in fulfilling their roles and responsibilities. Reinforce original objectives and expected business benefits when reviewing scope or budget changes. Coordinate with SAP to resolve OSS incidents. Prepare and lead weekly and monthly meetings, and participate in quarterly governance, including budget reviews. Escalate risks to the Regional Lead when client relationships, budget, or unplanned activities are at risk. Support the client renewal process. Operation (RUN)

Triage incoming tickets, assign the right consultant, and ensure efficient handling to meet client timelines. Usebest practicetools consistently and manage risk across all RUN delivery phases. Respond quickly to urgent issues (P1/P2), making necessary decisions to restore service within SLOs. Plan and coordinate S/4HANA Cloud release activities according to SAP’s release schedule. Evolution (GROW)

Manage consultants to ensure Change Request requirements and functional specifications are completed on time with accurate estimates. Oversee the full lifecycle of small to medium Change Requests and ensure delivery for UAT by committed dates. Partner with the VDI Manager to deliver large Change Requests and execute the client roadmap, with the VDI retaining overall accountability. Manage multiple responsibilities while managing priorities in order of urgency with autonomy. Guide clientcounterparts on ticket prioritization and escalation procedure. Escalate issues to appropriate stakeholders whenrequired.



Elaborate and hold responsibility for the work plan for any given mandate and ensure that the assigned tasks and responsibilities are accomplished in a timely and budgetcommitmentmanner. Staffing

Restructure workforconsultants to respond to changing needs. Participate in the staffing of the employees by recommending the appropriate employeesor by recommending the expertise and level required. Evaluate, justify, and minimize positive and negative staffing leakages. Finance

Maintain a constant viewof theclient'soverallfinancial performance and raise concernsto leadership team whenclientprojects appearto be at risk. Track and control the client budget of Run and Grow activities,monthly. Ensure timely approval of timesheets and expense reports related to the project. Validateand approve client invoicesfor accuracy in monthly billing cycle. Track contract validity and contribute to the contract renewal. Performance

Participate andreviewtheNet Promoter Score,ClientFeedback andClientSatisfaction scores. Drive to personalproductive days and utilization targets as defined by the organization. Manage client budget and margin to be on-time and on-budget. Execution on all recurring deliverables with high quality services on time. YouHave

A bachelor’sdegreeis required. Degree in IT preferred. At least 7 years of relevant ERPprojects, evolution, and support. 3years ofTeamManagement experience. General understanding of core SAP modules (FI, CO, MM, PP, SD),their integrations and the business processes they supportis an asset Experience with ServiceNow and/or SAP Solution Manager is an asset or other ITSM tools. Excel in managing client expectations and being able tonavigate difficult conversations with the client and/or consultants to address performance issues. Desire to visit clientsitesas required for relationship building. Expert in multi-taskingbymanaging multiple clients, high volume of emails, consultant interactions,withexcellent time management skills. Excellent verbal,writtenand presentationcommunication skills. Why Syntax?

Global tourist: With us, you can also work from abroad from time to time Flexible working time models, home office Attractive benefits, e.g. company pension scheme or various health offers A modern environment in which the "you" is part of it Open feedback culture, flat hierarchies and a motivated team Individual career planning with continuous training and coaching on the job Copyright 2023 Syntax, All Rights Reserved

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📌 Gestionnaire de services SAP AMS / SAP AMS - Service Delivery Manager (Winnipeg)
🏢 Illumiti
📍 Winnipeg