SAP/Service Now Capability & Delivery Lead (CDL)

Job description

Summary of Role

The SAP/Service Now CDL is accountable for the quality of delivery of all SAP/Service Now engagements, both functional and technical, through a matrixed team of Engagement Leaders and Engagement Managers. The CDL enables the growth of our SAP/Service Now business by validating deal board submissions, driving resourcing (on, near and offshore), embedding scalable and repeatable methods, incorporating lessons learned to improve delivery, and providing delivery assurance to SAP/Service Now engagements.

Responsibilities

Sales

• Provide constructive challenge through the Deal Board and Solution Review processes with strong focus on delivery risk, client obligations, fixed price contingency level and risks that could erode EP and impact delivery success
• Identify and initiate new opportunities from existing SAP/Service Now engagements
• EQCR for complex SAP/Service Now deliveries – opportunity through to engagement

Capability Build  

Resourcing

• Grow team of SAP/Service Now Engagement Leaders and Engagement Managers to ensure strength in delivery management
• Approve EL and EM accreditation requests for SAP/Service Now service lines
• Maintain tight visibility of pipeline to ensure to resourcing budgets and targets are aligned and agreed for each year
• Manage timely resource planning and recruitment of functional and technical resources for all SAP/Service Now engagements across all locations – on, near and offshore along with global reach to other KPMG locations and third parties
• Ensure engagement team make up contains the right skills experience and diversity
• Ensure competitive delivery capability through driving optimum delivery team mix (on, near and offshore and team pyramid)

Methods, training & ways of working

• Work closely with on, near and offshore leadership to build consistent, efficient and quality focussed ways of working and ensure continued focus on strengthening and embedding
• Drive ways of working across geographies, coaching and supporting on cultural difference and style
• Maintain and rollout training on functional and technical components as well as delivery risk management, commercial management, client management across on, near and offshore resources
• Create and maintain scalable and repeatable estimating and delivery methods, continuously incorporating lessons learned and emerging shift e.g. AI
• Drive alignment of delivery method across complementary parts of the business eg Risk and Controls, Tax, Change, Training to ensure consistency of delivery.
• Feed into the global Powered assets and methods to ensure continued learning from delivered programmes and an aligned global delivery method.

Delivery Assurance

• Conduct monthly Delivery and Quality KPI measurements to enable timely intervention and correction on SAP/Service Now engagements to maximise successful delivery and minimise EP erosion/writeoff
• Ensure collaboration between Functional and Technology teams at all times to enable delivery as one aligned team with full clarity of accountability and responsibility
• Monitor successful transition to Evolution services (where applicable)

Continuous Improvement

• Own the Delivery Excellence/Quality Strategy, roadmap and deliverables
• Measure and drive improvement in the metric of the cost of poor quality across the portfolio of SAP/Service Now programmes
• Encourage cross platform learnings and champion a delivery community across KPMG.

Skills & Qualification

• Significant experience of delivering business and technology transformations involving SAP/Service Now
• Significant experience of both functional and technical aspects of delivery, including change management as well as experience of commercial management of engagements and managing clients against their obligations
• Experience of delivering on, near and offshore
• Experience of delivery methods, estimating tools and quality metrics
• Strong track record of building delivery leadership capabilities
• Significant people leadership and performance management experience, including experience of coaching or managing a wide range of staff from different geographies
• Ability to guide and challenge in supportive manner – strong combination of emotional intelligence and assertiveness
• Operational experience with a focus on quality of resources and cost efficiency
• Experience of presenting findings and analysis to Senior Leadership and providing robust insights and recommendations