Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

As a SuccessFactors AMS Service Delivery Manager, you will oversee the ongoing delivery, performance, and optimization of SuccessFactors services after implementation. You will manage day‑to‑day service operations, coordinate cross‑functional teams, and ensure that support activities meet defined service levels, business expectations, and system quality standards.

Your Primary Responsibilities Will Include

Manage AMS Service Delivery: Oversee the end‑to‑end delivery of SuccessFactors application support services, including incident management, service request fulfillment, enhancement coordination, and system stability. Ensure that service activities meet established SLAs, KPIs, and compliance requirements.
Coordinate Stakeholder Engagement: Serve as the primary point of contact for business stakeholders, gathering support needs, clarifying priorities, communicating service performance, and managing expectations. Facilitate ongoing alignment between system capabilities and evolving business requirements.
Ensure Operational Quality and Governance: Maintain support schedules, manage release cycles, coordinate regression testing, and ensure adherence to change management processes. Proactively identify and mitigate service delivery risks, issues, and dependencies.
Manage Vendor and Partner Relationships: Oversee AMS vendor performance, ensuring adherence to contractual obligations, service levels, and quality standards. Coordinate activities between internal teams and external partners to ensure seamless service delivery.
Drive Continuous Improvement and Optimization: Collaborate with HR, IT, and functional owners to identify system enhancement opportunities, streamline support processes, and ensure SuccessFactors solutions continue to align with business strategies and operational goals.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

SuccessFactors Product Knowledge: Experience with SuccessFactors products, including a strong understanding of their capabilities and limitations, to ensure successful implementation of SuccessFactors solutions.
Large-Scale Project Management: Experience in managing large-scale HR technology implementation projects, including developing and executing project plans, resource allocation, and budget management.
Project Methodologies: Experience with project management methodologies, including developing and maintaining project schedules, milestones, and deadlines, and identifying and mitigating project risks, issues, and dependencies.
Cross-Functional Team Leadership: Experience leading and coordinating cross-functional teams, including SuccessFactors consultants, IT, and business stakeholders, to deliver projects on time, within budget, and to the required quality standards.
Application Management Support / Post‑Implementation Support: Experience providing ongoing support for SuccessFactors solutions after deployment, including managing incidents and service requests, coordinating enhancements, ensuring system stability, performing regression testing, meeting defined SLAs and KPIs, and driving continuous improvements to align the system with evolving business needs.

Preferred Technical And Professional Experience

Additional Project Management Certifications: Experience with certifications such as Agile, Scrum, or Waterfall would be beneficial in managing large-scale HR technology implementation projects.
Advanced SuccessFactors Knowledge: Experience with advanced SuccessFactors features and functionalities, including analytics and reporting, would be advantageous in ensuring successful implementation of SuccessFactors solutions.
IT Service Management: Experience with IT service management frameworks, such as ITIL, would be valuable in managing vendor relationships and contracts.

SuccessFactors Service Delivery Manager