Service Delivery Manager - IDS, Enterprise Application, Procurement

Calgary / Hybrid, AB

Employment Type: Contract Industry: Agriculture Job Number: 10162

Job Description

Our Western – based Client is looking for a Service Delivery Manager – IDS, Enterprise Application, Procurement
Start Date:  March 21, 2023
End Date: December 31, 2023
Location: Calgary – Hybrid
What you will do:
  • Responsible for leading the extended technical teams that sustain their North American enterprise procurement systems. This includes managing the intake of Incidents, Service Requests, Problems, and Enhancement requests. This will include managing of Change and Releases to production.
  • Day-to-day management of the operational support team capacity, skillsets, and demand. Where necessary negotiate adjusted priorities to ensure consistent high-quality delivery of support experience for the user community.
  • Proactively monitor and manage the overall health of in scope systems and modules, take action to identify trends and address issues where necessary. Ensure that our stakeholders are provided with timely updates via system reports and dashboards.
  • Ensure adherence to standardized IT support models in all systems, monitor KPI measures for different third-party support teams and work with these teams to drive continuous improvements.
  • Continually look for opportunities to streamline support processes and automate routine tasks by leveraging technology tools to enhance ongoing business value and user experience.
  • Gather stakeholder feedback and inputs to drive increased system adoption, efficient transaction processing and application of best practices.
  • The SDM will also take personal accountability to ensure delivering of agreement monthly enhancement items (typically small/medium scope) to agreed quality and timelines.
  • As they work in a shared IT environment you will need to make certain that the team complies with their IT policies and standards, plus compliance to external Audit / SOX measures.
  • Bachelor's degree in Technology, Business or related, from recognized post-secondary institution.
  • Significant experience (5 years) and a passion for excellence in delivering IT Service Management processes, deploying tools, and managing distributed teams.
  • Experience with managing technology projects involving using cross functional and third-party teams.
  • Competent and proficient understanding of enterprise technology platforms, including SAP S/4, SAP ECC MM, Oracle, ServiceNow, JIRA, Power Automate, HPALM and other SaaS solutions.
  • Excellent analytical and organizational skills with expert fluency in MS Project, MS Excel, MS PowerPoint, Power BI or other data / reporting tools.
  • Industry recognized certifications in ITSM (ITIL v4, PMI PMP, ScrumMaster, Lean Six Sigma).
Nice to Have:
  • A solid working knowledge of Procurement (Source to Pay) business processes and best practice through education or hands on experience.
  • Functional knowledge of in scope systems (SAP Ariba Sourcing, Contracts, Buying & Invoicing, Guided Buying) as well as the relevant SAP MM, Oracle EBS and Fieldglass modules.
  • Familiarity with modern integration technology platforms such as SAP CIG, BTP, API / Webservices, Webmethods etc.)
  • Solution certifications or hands on implementation experience of any of the technologies or modules listed are also desirable.
Skills / Knowledge:
  • A passion for service delivery – an orientation that focuses on meeting (and exceeding) the technology support needs of a diverse group of users in the Procurement business area.
  • Commitment to ‘own the space’ - take accountability for team performance, delivering results leveraging an extended team (including 3rd party service providers).
  • Personal visibility and influence across the organization including upper management is key to vital to the continued adoption of procurement solutions and business benefits.
  • Ability to negotiate to defuse tension in a goal oriented, complex, project environment – this will require a high degree of awareness and ‘savvy’.
  • Strong written and oral communication skills.
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