Title Optimization Service Manager Bilingual - French & English

:

Location:

Montreal, Quebec, CA, H3C 2M1

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.

The Optimization Service Manager

is responsible for engaging in partnerships with clients by providing flexible and high-performing SAP optimization delivery services. These services enable operational efficiencies, facilitate continuous application enhancement for business growth, and offer incremental innovations, thereby acting as an extension of the Client Center of Excellence team.

Your Role:

• Be the point of contact for a Syntax Global SAP Optimization Service client portfolio in delivering SAP services for operations and grow initiatives that meets 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.
• Effectively manage assigned senior SAP consultants to deliver high quality, creative SAP solutions that add real value to clients' business processes.
• Compile performance reports 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.
• Implement and deliver SAP Applications continuous business improvements (GROW), align with client methodology and leading Syntax's agile methodology, according to committed scope, time, budget, and quality.

Your Responsibilities

Governance

• Guide and support client counterparts in their roles & responsibilities.
• Revise and confirm the objectives of the mandate(s) with the client.
• Remind clients of original objectives & expected business benefits when reviewing scope & budget changes.
• Coordinate with SAP for issues resolution on OSS incidents.
• Prepare and host meetings including budget management.
• Prepare and present the client cockpit review to internal GSOS executive team.
• Participate in the client renewal process.

Operation (RUN)

• Triage incoming tickets to ensure appropriate consultant assignment and effective management to meet client requirements.
• Ensure consistent usage of best practice tools during service delivery and manage risk across delivery phases.
• Identify urgent situations and react to fix client issues rapidly by adhering to the SLO of ticket priority.
• Plan and coordinate the S4/HANA Cloud release activities according to SAP release schedule if applicable to your client portfolio.

Evolution (GROW)

• Manage assigned consultants for Change Request tickets (Enhancements) to ensure timely completion of business requirements and functional specifications.
• Manage the full life cycle of change request tickets and ensure delivery for user acceptance testing by committed dates.
• Obtain written approval from the customer for additional hours with evidence of changes in scope.
• Plan and manage client change request backlog via agile methodology.
• Propose innovation opportunities or new offerings relevant to the customer.
• Liaison between the client and Syntax experts to review possible innovation opportunities.
• Recommend to the client how to decrease their RUN operations cost.
• Stay up to date with market trends and adjust approach accordingly.
• Manage multiple responsibilities while prioritizing effectively.
• 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 mandates and ensure timely completion of tasks.

Staffing

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

Finance

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

Key Performance Indicators

• Participate and review in 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.

Management

• Schedule and chair client meetings to review open Run & Grow initiatives for client portfolio.
• Attend and contribute to departmental meetings with chairing on a rotational schedule.
• Take on the leadership role with the consulting team for the duration of the client project.
• Favor teamwork and collaboration towards common objectives.
• Encourage others to work together towards common goals.
• Participate in preparation of departmental reports or additional client reports as required.
• Participate in the overall departmental capabilities practice improvement program.

You Have

• Fluency in English & French (Bilingual).
• At least 7 years of relevant ERP project, evolution, and support experience.
• Bachelor's degree required, degree in IT preferred.
• 3 years of Team Management experience.
• General understanding of core SAP modules (FI, CO, MM, PP, SD) and their integrations.
• Experience with ServiceNow and/or SAP Solution Manager or other ITSM tools.
• Ability to mentor team members towards developmental objectives.
• Excel in managing client expectations and navigating difficult conversations.
• Desire to visit client sites as required for relationship building.
• Expert in multi-tasking and excellent time management skills.
• Excellent verbal, written and presentation communication skills.
• Comfortable interacting with senior management and executive team members.

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.

• Global tourist: Work from abroad from time to time.
• Flexible working time models, home office.
• Attractive benefits, e. g. company pension scheme or various health offers.
.