Job Description

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Job Summary:


Depending on the service line a Application Managed Service Manager may be responsible for one or more portfolios, one or more critical business Applications, or a combination of both. The role owns the portfolio/application as a point of escalation, support budget management, and support delivery oversight.

Essential Functions of the Job:

• Together with the AMS Lead:
• Own and be the SPOC for application managed service for a particular portfolio, sub-portfolio or application
• Governs and provides guidance to the teams for the applications in that portfolio
• Work with TCS Support Manager for any issue resolutions
• Vendor Management - relationship, monitor delivery, metric compliance and overall customer satisfaction
• Provide SLA exceptions (if any)
• Liaison to the Business; Single point of contact for SDL/SDM and GIS
• Management of Support Budget (Hosting, Software)
• Project intake and demand management
• P1S1 attendance / Escalations
• Required 24/7 on-call support ( e.g. escalations, vacation, holiday, weekend coverage)

Analytical/Decision Making Responsibilities:

• Challenge/hold the AMS delivery team to account
• Must be able to work within a matrix organization - balancing the needs of the service line against firm initiatives and goals
• Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
• Identify, manage and resolve complex issues, preventing escalations, where possible
• Manage, negotiate and resolve project risks effectively
• Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
• Leader and team player - sets example for project managers, business analysts and others to follow
• Create an open, honest, accountable and collaborative team environment

Knowledge and Skills Requirements:

• High level understanding of service line business processes and application landscape.
• Effectively navigating EY matrix
• Relationship management (internal & external stakeholders)
• End to end understanding of IT life cycle (pipeline, resource, demand, project delivery, financial)
• Champion of ITIL Support processes and their implementation
• 5+ years of application services and/or client/supplier relationship management in a technology environment
• Good business acumen and ability to negotiate with business partners
• Strong customer orientation and able to manage customer expectations
• Good executive presence
• Ability to develop strategic plans and translate them to actionable roadmaps
• Good financial and people leadership skills
• Initiates, builds and maintains productive customer relationships
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
• Knowledge and experience ORACLE and SQL•Server DB skills
• Knowledge of windows OS, Linux, SQL and windows Domains
• Knowledge of Infrastructure Support
• Business Analysis experience
• Basic understanding of data modelling
• Basic project management skills. Demonstrates strong understanding of scope, schedule and planning, time management, resource management and cost management.
• Knowledge of accounting and financials

Supervision Responsibilities:

• No direct reports
• Working relationships (daily) with EY ITSD and AMS Lead
• Working relationships (daily) with TCS AMS team
• Liaison to the Business for that Portfolio / App
• GIS Liaison

Other Requirements:

• International travel may be required
• Fluent English speaker

Job Requirements:

Education:

• A degree in Computer Science and/or a business related degree; or equivalent work experience

Experience:

• 3+ years in SAP SuccessFactors complete project life cycle implementation
• 7+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs
• 7+ years in a corporate IT environment working in the Operational / Support Service Management role meeting ITIL framework
• Significant experience in a customer service role and business management role
• Work experience in a professional services industry, preferred

Certification Requirements:

• Certifications in the following industry practices would be a plus (ITIL, BPM, etc)
• SAP SuccessFactors Certification

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