Service Delivery Manager (SDM)

Syntax Application Management Services (AMS)

Service Delivery Manager (SDM)

Syntax is a leading Managed Cloud Provider for mission critical 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 strong 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 is the point of contact for a Syntax Service client portfolio in delivering SAP services for operations and grow initiatives that meet the client’s business requirements.
• Execute daily leadership duties such as proactive planning and coordination, communication, and issue resolution (break-fix) that meets the service level agreement targets.
• Critical to the success is to effectively manage assigned, senior SAP consultants to delivery high quality, creative SAP solutions that add real value to clients’ business processes.
• Compile weekly, monthly and participate in quarterly 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.
• Use best practice tools 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.

Prioritization

• Manage multiple responsibilities while managing priorities in order of urgency with autonomy.
• Guide client counterparts on ticket prioritization and escalation procedure.
• Escalate issues to appropriate stakeholders when required.
• 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 budget commitment manner.

Staffing

• Restructure work for consultants to respond to changing needs.
• Participate in the staffing of the employees by recommending the appropriate employees or by recommending the expertise and level required.
• Evaluate, justify, and minimize positive and negative staffing leakages.

Finance

• Maintain a constant view of the client's overall financial performance and raise concerns to leadership team when client projects appear to 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.
• Validate and approve client invoices for accuracy in monthly billing cycle.
• Track contract validity and contribute to the contract renewal.

Performance

• Participate and review the Net Promoter Score, Client Feedback and Client Satisfaction scores.
• Drive to personal productive 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.

You Have

• A bachelor’s degree is required. Degree in IT preferred.
• At least 7 years of relevant ERP projects, evolution, and support.
• 3 years of Team Management experience.
• General understanding of core SAP modules (FI, CO, MM, PP, SD), their integrations and the business processes they support is an asset
• Experience with ServiceNow and/or SAP Solution Manager is an asset or other ITSM tools.
• Best practices experience or certification desired (ISO, ITIL, COBIT, SIX Sigma, Lean IT).
• Excel in managing client expectations and being able to navigate difficult conversations with the client and/or consultants to address performance issues.
• Desire to visit client sites as required for relationship building.
• Expert in multi-tasking by managing multiple clients, high volume of emails, consultant interactions, with excellent time management skills.
• Excellent verbal, written and presentation communication skills.

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.

• Competitive, above-average compensation
• 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

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.

• Competitive, above-average compensation
• 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

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!

Syntax is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard