Service Delivery Manager (SDM)

About the Role

The Service Delivery Manager (SDM) plays an integral and wide-ranging role in delivering the Mercury Solution (MST) services to the Mercury User Community. The SDM brings deep techno-functional SAP expertise, including SAP configuration and integration with other applications (SAP PI/PO and middleware), across core functional areas such as Finance, Procurement, Service Delivery/Engagement Management and CRM. The role is accountable for end-to-end business processes managed through the Mercury solution and requires coordination with AMS vendors and IT Services Portfolio Service Delivery teams to ensure reliable, high-quality service. What You'll Do

• Provide end-to-end functional delivery for the Mercury solution within SAP, covering in-scope areas: Finance, Procurement, Service Delivery/Engagement Management, and CRM.

• Lead and coordinate break-fix management, Release Review Board discussions, and cross-functional incident resolution for production-impacting issues.

• Manage AMS vendor functional resources, including resource planning, demand management, and workload prioritization.

• Coordinate with stakeholders across IT Services and integration teams to support the Mercury solution and dependent applications, including interfaces and data transfer via SAP PI/PO.

• Collaborate with GPOs and process leads to define process-specific portfolios and demand plans; own service requests, maintenance and enhancement delivery.

• Work with Mercury program functional teams to assess viability of requirements and their impact on the global template; ensure technical viability and perform impact assessments.

• Monitor and report on service performance with the Service Manager; agree action plans, prioritize incident backlog, and develop demand plans.

• Lead root-cause analysis and ensure fixes are delivered safely with no production impact.

• As Mercury expands beyond pilots, coordinate with Process Experts and business stakeholders to define roadmaps and validate solutions from a technical integration perspective. What We're Looking For

• Deep techno-functional SAP experience gained via program delivery and support; strong knowledge of SAP configuration and integration (including SAP PI/PO) and middleware.

• Experience delivering and supporting the Mercury solution or equivalent SAP-based environment; ability to manage end-to-end business process chains within SAP.

• Strong stakeholder management and collaboration across IT Services, GPOs, Process Leads, and the AMS vendor.

• Proven incident management, release management and service restoration skills; ability to identify root cause and implement fixes safely.

• Ability to assess the impact of changes on the global template and perform impact assessments.

• Excellent communication, planning, and demand-management capabilities. Nice to Have

• Experience with Service Delivery Administration (SDA) including Engagement Management and Pricing.

• Exposure to SAP integrations using middleware (e.g., SAP PI/PO) and data interfaces.

• Experience working with GPOs and process leads on portfolio and demand planning. Compensation & Benefits

• Not disclosed in the posting.