Service Manager, AMS

At Rizing we solve business challenges. We create solutions that accelerate our clients' ability to excel at what they do best - so they can get back to doing more of what they do best. Our secret sauce is combining our industry knowledge with SAP technical expertise.

We're a multi-million-dollar global SAP professional services firm who chose a specialized focus on SAP Enterprise Asset Management, Consumer Industries and Human Capital Management. We win through recognition that diversity spurs creativity. Our teams place collaboration, integrity, courage, mutual respect, and a commitment to excellence as their top priorities. And we often accomplish this through remote and virtual work environments.

We're not so big to have lost sight of our mission and vision or to have lost connection with our clients. We're the right size to deliver personal professional services and to give our employees opportunities that often aren't available at larger firms.

If your passion is solving puzzles, improving processes, leading change as part of a team of SAP experts, then this might be the place for you.

Ihre Aufgaben

Leads and advises Junior Consultants and Consultants in the provision of support services of the SuccessFactors product to customers. Manages the team in support of practice leadership. Participates as a Senior Consultant and as an escalation point for managed services clients.,

• Proactively manages the new ticket queue for assignment of tickets and for equal distribution across the team to ensure timely support to the customer either directly or via management, and quality assurance of team members performing this role.

• Proactively monitors Consultant performance for quality and ensures SLAs are met.

• Provides coaching, training, and functional expertise support to consultants; leads team meetings.

• Performs a Sr Consultant role supporting customer tickets or as a client engagement manager (50% utilization).

• Addresses customer escalations in a timely manner, identifying root causes and remediation plans.

• Monitors team member support to ensure adherence to defined customer support processes.

• Maintains knowledge of product updates and functionality changes; educates customers on changes.

• Provides SAP release review resource assignments and participates in the planning process and post-release lessons learned.

• Provides pre-sales support as requested.

• Participates in and contributes to the COE discussions.

• Monitors team utilization in order to maintain correct staffing levels to ensure service quality.

• Mentors team members and participates in career path discussions.

Essential Functions (Continued)

• Interviews and onboards new team members.

• Participates in Managed Services process reviews and contributes to the enhancement of team processes.

• Manages associate consultants in support of practice leadership.

• Maintains knowledge of product updates and functionality changes; educates users on changes.

• Plans and executes in-house training as needed.

• Mentors employees and participates in interviewing and career path discussions.

• Performs other duties as assigned.

Ihr Profil

• Bachelor's Degree in Business, Information Technology, or another related field.

• Associate SuccessFactors certification in one or more modules such as RCM, RMK, LMS, EC, or WFA.

• Minimum 5 years of SuccessFactors consulting.

• Minimum 5 years in a Human Resources and/or Business role with experience in key HR functions.

• Minimum 2 years of mentoring and/or leadership.

Desired Qualifications

• Professional SuccessFactors certification in one or more modules such as RCM, RMK, LMS, EC, or WFA.

Knowledge, Skills, and Abilities (KSAs)

• Expert knowledge of SuccessFactors software.

• Advanced presentation and public speaking skills.

• Advanced mentoring and team leadership skills.

• Ability to solve complex problems and focus on details.

• Ability to communicate and listen effectively.

• Ability to organize and manage time.

• Ability to work independently and manage multiple tasks and deliverables.

• Ability to display our core values: Integrity, Respect, Courage, Collaboration, and Excellence.

Knowledge, Skills, and Abilities (Continued)

Work Environment and Special Consideration

• Works within a professional office and/or remote environment.

• Routinely uses standard office equipment such as computers, keyboards, printers/scanners, and telephone applications., Collaboration Courage Excellence Integrity Respect