Tech Consulting_managed Services_ Support Services And Delivery Manager

Technology Operations And Service Delivery Practice

At EY, we're all in to shape your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. Technology – Operations & Service Delivery – Support Services – SAP Delivery Manager

EY's Technology Operations Managed Services team (Tech Ops) works with some of the world's largest companies. Our solution is being built out in FY24 to encompass application managed services, digital solutions including custom development and bespoke solutions. The solution team caters to account teams and clients in all sectors with an emphasis on the larger, more complex managed service deals. The team is responsible for building the business into a significant solution for the firm, achieving target margin and revenue targets and driving innovative solutions to ensure EY retains a foothold in the market.

The Opportunity

In our Technology Operations and Service Delivery practice, this role is pivotal in ensuring the smooth operation and support of our technology solutions. As a Senior Support Services professional, you will be at the forefront of delivering quality support and resolving issues that impact key business processes, products, and services. This position offers the chance to contribute to initiatives that drive continuous improvement and the adoption of automation at scale. You will be responsible for running, maintaining, and supporting technology projects post-transition, ensuring successful deployment to the user community.

Your Key Responsibilities

In this role, you will spend your time across various critical responsibilities, including:

• Delivering quality support and resolving issues within the context of key business processes.
• Contributing to initiatives that drive continuous improvement and standardization.
• Ensuring adherence to service level agreements and operational level agreements established by service delivery.

You will face challenges that require analytical thinking and problem-solving skills, providing you with opportunities to learn and grow in a dynamic environment. This role may require regular travel as needed by external clients, and you will actively participate in client working sessions on a daily basis.

Skills And Attributes For Success

To excel in this role, you should possess the following skills and experience:

• Experience with SAP ERP systems either functional or technical, preferably S/4HANA, Rise and or Grow.
• Experience managing SAP delivery teams, offshore experience and driving offshore delivery.
• Strong customer orientation and experience in customer support operations.
• Proficiency in application management ITIL processes and technology service management.
• Excellent communication skills, with the ability to build and manage relationships effectively.
• Critical thinking and complex problem-solving abilities.

To qualify for the role, you must have:

• A Bachelor's degree (4-year degree) + Typically, no less than 5 - 7 years of relevant experience in SAP Operations or running SAP project, or both.
• Expertise in Application Management is essential.
• Knowledgeable of Agile terminology and Agile methods.
• Strong customer orientation and experience in Customer Support Operations are required.
• A solid understanding of Data Delivery and Management is necessary.
• Proficiency in Stakeholder Management is important.
• Familiarity with Technology Ecosystem Operations is crucial.
• Experience in Technology Service Management is necessary.
• Strong Troubleshooting Triage skills are expected.
• Excellence in Building and Managing Relationships is essential.
• The ability to establish Client Trust and Value is crucial.
• Strong communication skills, particularly in Communicating With Impact, are required.
• Digital Fluency is a key requirement for this role.
• Emotional Agility is important for navigating complex situations.
• Proficiency in Hybrid Collaboration is valued.
• Strong Complex Problem-Solving abilities are essential.
• Critical Thinking skills are necessary for success in this role.
• A focus on Driving Outcomes is required.
• Learning Agility to adapt to new challenges is important.

Ideally, you'll also have:

• Experience in managing technology projects and post-transition support.
• A proven track record of delivering quality support in a fast-paced environment.
• Familiarity with automation tools and continuous improvement methodologies.

What We Look For

We seek individuals who are proactive, adaptable, and eager to learn. Top performers in this role demonstrate a commitment to excellence and possess strong analytical skills, enabling them to navigate complex challenges effectively.

What We Offer You

At EY, we'll develop you with future-focused skills and equip you with world-class experiences. We'll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

We offer a comprehensive compensation and benefits package where you'll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $116,800 to $214,100. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $140,100 to $243,200. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.

Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year.

Under our flexible vacation policy, you'll decide how much vacation time you need based on your own personal circumstances. You'll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

Are you ready to shape your future with confidence? Apply today. EY accepts applications for this position on an on-going basis. For those living in California, please click here for additional information. EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.