PstrongDescription:/strong/ppAs SAP Service Delivery Manager, you will play a critical role in ensuring client satisfaction by overseeing a team responsible for meeting and exceeding Service Level Agreements (SLAs). You will manage the daily operations of your team, ensuring they have the resources necessary to succeed, while also maintaining strong relations with the client and internal stakeholders.strongbrbr/strong/ppstrongThe Opportunity:/strong/ppJoining our team in EY office in Malaga, Spain, you will enhance Your expertise by leading cross disciplinary team to deliver cross borders services to a client in the Global 500 list./pp /ppstrongKey Responsibilities:brbr/strong/pul type=discliHandle Incident management, Enhancement Management and Problem Management./liliHandle Availability Management, Service Level Management and Service Catalog Management./liliHandle change management, Knowledge Management and Configuration Management./liliOversee and manage Helpdesk activities, ensuring efficiency and adherence to SLAs./liliProvide hands-on support during ticket peaks or for Level 3 escalations in both Helpdesk and infrastructure support./liliLead weekly and monthly meetings with customers to present SLAs, KPIs, and showcase Team Work’s added value./liliSet clear expectations and provide guidance to team members through effective communication./liliWork closely with stakeholders to continuously improve service delivery and customer satisfaction./liliEnabling Automation for IT and Business processes to increase efficiency./liliIdentify and mitigate risks related to service delivery and take proactive measures to maintain high-quality service./liliPrepare and present reports on service delivery performance, highlighting achievements, challenges, and recommendations for improvement./li/ulp /ppstrongSkills and Attributes for Success:/strong/pul type=discliStrong communication skills with the ability to set clear expectations and lead teams effectively./liliExcellent communication skills in English, German or Spanish is plus./lili10 years of over all working experience, at least 3 years leading AMS team./liliSAP Basis and SAP GTS Experience./liliExperience in leading service delivery meetings and presenting technical KPIs to customers./liliAbility to work hands-on in both Helpdesk and infrastructure-related activities when required./liliCustomer Service Management experience working in a Supply Chain solutions and/or Customs solutions./liliExperience in using ITSM tools like ServiceNow./liliExperience in Service Delivery with ITIL processes and methodologies/liliExperience in Managing 24x7 operations, assigning shifts, holidays and planning for emergency./li/ulp /pp /pp /ppstrongWhat We Look For:/strong/ppWe seek individuals who are passionate about their work and possess outstanding skills in their field. If You have a highly developed business acumen, exceptional interpersonal skills, and a willingness to embrace new professional challenges, this role is for You./pp /ppstrongWhat We Offer:/strong/ppIn EY GDS Spain, we’re committed to fostering a vibrant environment where every team member can thrive. We provide a space for continuous learning and the flexibility to define your own success, empowering you to make a meaningful impact in your own way. Our diverse and inclusive culture values who you are and encourages you to help others find their voice./ppbrAdditionally, here’s what makes us stand out:/pullistrongEmpowering Career Development/strong: Unlock your potential with tailored training and development programs designed to elevate your skills and propel your career forward. We invest in your growth because your success is our success./lilistrongFlexible Work-Life Integration/strong: Enjoy the freedom of our hybrid work model, allowing you to blend professional responsibilities with personal passions. We understand that life is more than just work, and we support you in achieving that balance./lilistrongComprehensive Well-Being Programs/strong: Prioritize your health with our extensive wellness initiatives, including psychological support sessions and health resources. At EY GDS Spain, your well-being is at the heart of what we do./lilistrongMeaningful Volunteering Opportunities/strong: Make a difference in your community through our engaging volunteering programs. Join us in giving back and creating a positive impact while building connections with like-minded colleagues./lilistrongRecognized Performance and Rewards/strong: Celebrate your achievements with our recognition programs that honor both individual and team successes. We believe in acknowledging hard work and dedication, ensuring you feel valued every step of the us at EY GDS Spain, where your journey is supported, your contributions are celebrated, and your future is bright./ppbrstrongTo learn more about what we offer, visit our /stronga href= in Global Delivery Services | EY - Global/strong/a/pp /ppstrongAbout EY GDS /strong/ppEY Global Delivery Services (EY GDS) is a dynamic and truly global delivery network of over 75,000 people working across the world, to provide innovative and strategic business solutions to our clients worldwide. We play a vital role in growth strategy, helping our clients become agile and efficient, and helping fulfill our purpose to build a better working world./pp /ppFrom accountants to coders, we offer a wide variety of fulfilling career opportunities that span all business disciplines. We look for skills that are evergreen and our roles evolve with industry trends. We also work across Finance, Business Development, Technology, Talent, Procurement and Risk Management functions to help our teams operate as efficiently and effectively as possible./pp /ppAcross our 10 locations and 21 cities, we work with teams from all service lines, geographies, and sectors. We operate in Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom./pp /ppOur EY GDS Spain office is located at Malaga Technology Park and currently employs over 850 people./pp /ppstrongIf you are interested in being part of our team, we kindly invite you to submit your CV in English to apply for this position./strong/pp /ppThe exceptional EY GDS experience. It’s yours to build./pp /p