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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.

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/Support team 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 IT Service Delivery and Technology groups 
  • Management of Support Budget (Hosting, Software)
  • Project intake and demand management
  • High Priority support ticket management/ attendance / Escalations
  • Required 24/7 on-call support ( e.g. escalations, vacation, holiday, weekend coverage) 
  • Managing SAP SuccessFactors project life cycle implementation and integrations
  • 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 
  • Review technical program/code (Sql*Server,.NET, ASP, SSIS, SAP HANA) to proactively identify production and performance issues

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:
  • 2+ years of engineering/development experience utilizing high level programming languages ( 3rd or 4th generation) like ASP .Net / SQL / C# / HANA/ SAP SuccessFactors.
  • 3+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs
  • 3+ years in a corporate IT environment working in the Operational / Technical Support Service Management / DevOps 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

What we offer

As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer: 

  • Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
  • Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
  • Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
  • Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

Please apply to this role only through the ‘Apply’ link (not through the local office). Your application will then be routed to the appropriate recruiting team. 

The exceptional EY experience. It’s yours to build.

EY | Building a better working world 

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today. 

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Confirmed 17 hours ago. Posted 17 hours ago.

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