Job Description
SAP Services & Support Manager - EBS Internal Operations
Rank P2-7
Scarborough, ON (Hybrid)
Toyota Canada Inc. (TCI) currently has an exciting opportunity for a dynamic individual to lead, expand and refine services related to SAP landscapes. This is a full-time, permanent opportunity and will report to the National Manager, EBS. As a key figure in our organization, you will be responsible for continually evolving the SAP roadmap to align with our company goals. Your role will involve strategizing, planning, executing, monitoring, and adjusting the delivery of SAP services to internal and external stakeholders.
The role encompasses several critical responsibilities, including leading the SAP Services and Support Team (S3), ensuring the efficient delivery of SAP functions to the enterprise. The role also refines ongoing support processes, developing the team’s skills, and acts as an escalation point for complex issues. Continuously evaluating SAP capabilities, you would define a strategic roadmap to maximize SAP product’s value within the organization. Additionally, you would serve as the primary liaison with the business units, focusing on continuous process improvements and achieving business results through IT capabilities.
What We’ll Bring:

Company & Culture

• A hybrid work environment
• A work environment built on teamwork, flexibility and respect
• Professional growth and development programs to help advance your career
• A focus on respect for people and continuous improvement
• Summer Hours – condensed work week during the summer

Benefits

• Competitive compensation package including bonus
• Extended health care and dental benefits effective immediately
• Company pension plan with additional employer contributions
• Company demo vehicle
• Associate vehicle discount program
• Reimbursement programs (tuition & fitness)
• Paid holiday shutdown and competitive paid time off benefits
• Sabbatical leave program

What You’ll be Doing:

Leadership

• Provide strategic and operational leadership for business processes, technology architecture, integration, and support
• Oversee the implementation of new SAP modules, architecture, and business processes into production
• Provide clear recommendations linked to the organization’s strategy and financial goals
• Identify and act upon opportunities for continuous improvement, while setting and accomplishing challenging goals
• Encourage prudent risk-taking and organizational learning

Management

• Provide timely guidance, coaching, feedback, and accountability for direct reports to drive cross-functional learning & development and successful project completion
• Lead team members to foster collaboration, understanding, support & Kaizen (continuous improvement) resulting in work efficiencies
• Empower the team to take initiative and proactively influence the business
• Inspire, motivate, and guide team members while nurturing commitment, team spirit, pride and trust and mobilize support for change during times of stress and uncertainty

Business Partnership & Vendor Management

• Define standards for excellence and resourcefully compete to achieve results
• Work collaboratively with peers from other functional and technology domains on complex cross-functional projects and process improvement initiatives
• Oversee vendors and system integrators (e.g., AMS partners, SAP) to meet contractual commitments, including RFP/SOW creation, contract negotiation, performance monitoring, and budget management
• Advise, influence, and provide guidance to users and business partners, even when there is no direct authority
• Facilitate and lead the integration of the SAP Services and Support Team within the larger Information Services team, including vendor partners and application management services teams
• Use professional knowledge and technical expertise to respond to questions and facilitate problem-solving
• Investigate new technologies and recommend strategies for successful implementation

Product Life Cycle Management (e.g. Project, Sustainment, & Product Roadmap)

• Manage the full systems development life cycle for demand (enhancements), projects, and programs related to SAP
• Responsible for end-to-end SAP Services and Support, covering the entire product lifecycle (design, development, support, maintenance and upgrade)
• Responsible for the overall architecture, design, development, and maintenance of SAP services for TCI business units
• Solicit information on enterprise direction, goals, and industry-competitive environment to determine how SAP products can add value
• Demonstrate awareness of external dynamics and customer requirements
• Identify opportunities to enhance critical business functions and processes through SAP applications
• Assess and develop strategies, while defining and managing user expectations to meet user needs
• Match business requirements to new or existing products and services
• Develop processes and strategies to mature applications within the SAP ecosystem
• Make sure that the benefits identified for SAP are realized and meet reasonable end-user expectations
• Ensure proper product life cycle management (e.g. – patches and upgrades) to maximize uptime and capacity planning
• Ensure that organizational change management and training are addressed during implementation
• Enforce established PMLC and ITIL processes and procedures for regulatory compliance
• Direct the development of SAP roadmaps aligned with future business and technology priorities

Administration

• Maintain system documentation according to best practices
• Responsible for managing the operational budget required for ongoing SAP support, maintenance, and enhancements, seeking cost efficiencies
• Establish and maintain policies and processes that drive consistency, standardization, predictability, quality, and reliability of solutions
• Assist in audit, privacy, security compliance to ensure adherence to relevant standards and regulations

What You’ll Bring:

Experience & Education

• University Degree in Computer Science, Information Systems, Business Administration or a related discipline
• 7+ years of progressive IT management experience, including 5+ years of leadership responsibility managing mid to large size teams while influencing senior level management and key stakeholders
• 5+ years of experience managing an SAP Centre of Excellence or equivalent including service delivery management of external partners and development of processes to realize investment in SAP
• 5+ years of SAP experience including functional knowledge or development knowledge of SAP, SAP landscape management, SAP cloud applications e.g. Integrated Business Planning, BTP Services, other SAP Tools, and SAP integration with other systems
• 5+ years of experience with business process enhancements on improving business user experience by leveraging SAP investment
• 3+ years of experience leading projects and/or initiatives
• Knowledge of Agile/Waterfall methodologies

Competencies:

• Ability to analyze, understand and effectively communicate between business requirements and technical design and implementation
• Budget planning and management skills
• Demonstrated leadership abilities, effective in matrix management and team building
• Strong vendor management skills, project management and stakeholder management
• Excellent communication and interpersonal skills; ability to communicate all aspects of the job requirements
• Strong management, team-building skills and collaboration skills
• Excellent investigative and problem-solving skills
• Experience with a variety of delivery, service and support frameworks such as ITIL, PMLC, etc.
• Strong presentation skills
• Self-starter, taking initiative and ability to work well within all levels in an organization

About Us
Toyota Canada Inc. is the exclusive Canadian distributor of Toyota and Lexus vehicles. Toyota Canada’s head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. Toyota parts and accessories are distributed through TCI’s Parts Distribution Centres in Bowmanville and Vancouver. TCI supports over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives.
What Sets Us Apart?
A focus on people, passion for Toyota, innovation and continuous improvement have made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility.
What You Should Know:
Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law. Please advise us at any point during the recruitment and selection process or your employment if you require accommodation.

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