HCM Service Manager, Managed Services, Technical

The Service Manager ensures the delivery of consulting excellence for Managed Services clients within the assigned service area.  Service Managers are responsible for leading consultants and managing the service area to assure the delivery of high-quality service to meet client needs.

• Utilizes expert industry knowledge to assure the completion of assigned tickets, according to the SLA guidelines.
• Provides direction to a team of specialized SAP and SuccessFactors consultants to assure the service area can successfully support the required software product and provide consulting excellence to Managed Services clients.
• Leverages dynamic leadership qualities to motivate, mentor, and lead a team of consultants in the delivery of exceptional customer experience within their specialized service area. 
• Monitors the on-time delivery of assigned milestones to maintain customer satisfaction.
• Ensures proper KT is available for designated Managed Services clients in their domain area.
• Drives growth within assigned service area through providing continuous learning and development opportunities, supporting knowledge transfer between consultants, continuously learning new lines of business, and maintaining personal professional development.
• Participates in the strategic planning of service delivery development and future support of assigned modules.
• Prepares Release Management reports, reviews forecasting and utilization reports, approves time, tracks expenses, and monitors up-to-date certifications, and completes performance appraisals on a scheduled basis.
• Participates in client, corporate, and 1:1 direct report meetings.
• Performs other duties as assigned.

• Bachelor’s Degree in Business, Information Systems, or related field.
• Certification in one or more platforms within a specialized area.
• Minimum 10 years of industry experience.
• Minimum 5 years of SuccessFactors domain.
• Minimum 1-year supervisory role.

• Previous XML experience.
• Previous experience in business process analysis and design.

• Expert knowledge of Microsoft Office products.
• Communication skills with the ability to listen attentively and build relationships with clients, colleagues, and executive team members.
• Ability to assemble, lead, motivate, mentor, and retain a high-performing team, and maintain a challenging work environment.
• Ability to effectively find solutions and collaborate with project team members to provide exceptional customer service.
• Ability to meet customer application solutions through strong knowledge of business and technical processes.
• Time management and organizational skills with the ability to navigate multiple projects and respond to changing requirements in a flexible manner.
• Ability to work under pressure and meet critical deadlines.

• Analytical and problem-solving skills, with a solutions-oriented attitude and the ability to develop business process analysis and design.

• Works within a professional office environment.
• Routinely uses standard office equipment such as a computer and telephone.