Application Managed Services Manager - EY GDS | ErnstYoung Job

Job Summary:

Depending on the service line 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 team for any production issue resolutions or key deliverables
• Work with IBM Support team for any production issue resolutions or key deliverables
• Vendor Management – relationship, monitor delivery, metric compliance and overall customer satisfaction
• Liaison to the Business; Single point of contact for SDL/SDM and EY Talent IT
• Management of Support Budget (Hosting, Software)
• Project intake and demand management
• P1/P2 attendance / Escalations
• Drive continuous improvement initiatives to streamline performance management processes
• Required 24/7 on-call support (e.g. escalations, vacation, holiday, weekend coverage)

• Managing maintenance and upgrade project life cycle for SAP SuccessFactors/SAP CoreHR Modules.

• Working in a corporate IT environment with multiple disciplines to deliver projects in line with customer needs

• Working in a corporate IT environment in the Operational / Support Service Management role meeting ITIL framework

Analytical/Decision Making Responsibilities:

• 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
• Analyse incident trends to identify automation and optimization opportunities.
• 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.
• Familiarity with HR data structures, XML configurations, and MDF frameworks
• SAP SuccessFactors Employee Central experience or certified
• 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
• Customer centric mindset 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 of IT Infrastructure – Azure, Windows, SQL Server.
• Business Analysis experience in workforce management
• 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
• Establish AMS governance processes, SOPs, and compliance guidelines.
• Working relationships (daily) with EY ITSD and AMS Lead
• Working relationships (daily) with TCS and IBM AMS team
• Liaison to the Business for that Portfolio / App
• ET Liaison

Other Requirements:

• Travel may be required (minimal)
• Fluent English speaker
• Excellent communication skills in English

Job Requirements:

Education:

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

Experience:

• 3+ years in SAP SuccessFactors or SAP Fieldglass operations support experience

• 5+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs

• 5+ years in a corporate IT environment working in the Operational / Support Service Management role meeting ITIL framework
• ServiceNow experience for ITIL

• 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 – Employee Central, Recruiting, Onboarding, Compensation, Learning
• SAP Fieldglass Certification