Application Managed Services Manager - EY GDSOther locations: Primary Location OnlyDate: 25 Sept ****Requisition ID: *******Job Summary:(Briefly describe the main objectives and purpose of the job. Why does the job exist? What is it expected to accomplish?)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:(Describe essential functions, or primary duties and responsibilities. Assume the reader does not know the role or function of the job.)Together with the AMS Lead:Own and be the SPOC for application managed service for a particular portfolio, sub-portfolio or applicationGoverns and provides guidance to the teams for the applications in that portfolioWork with TCS Support team for any production issue resolutions or key deliverablesWork with IBM Support team for any production issue resolutions or key deliverablesVendor Management – relationship, monitor delivery, metric compliance and overall customer satisfactionLiaison to the Business; Single point of contactfor SDL/SDM and EY Talent ITManagement of Support Budget (Hosting, Software)Project intake and demand managementP1/P2 attendance / EscalationsDrive continuous improvement initiatives to streamline performance management processesRequired 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 needsWorking in a corporate IT environment in the Operational / Support Service Management role meeting ITIL frameworkAnalytical/Decision Making Responsibilities:(Describe the kind of problems and challenges typically faced, and decisions required to perform the job, ... )Must be able to work within a matrix organization – balancing the needs of the service line against firm initiatives and goalsMust make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstaclesAnalyse incident trends to identify automation and optimization opportunities.Identify, manage and resolve complex issues, preventing escalations, where possibleManage, negotiate and resolve project risks effectivelyDemonstrate, by example,



in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoringLeader and team player – sets example for project managers, business analysts and others to followCreate an open, honest, accountable and collaborative team environmentKnowledge and Skills Requirements:(Describe the knowledge or skills needed to perform this job; these may be technical,managerial or behavioral in nature.)High level understanding of service line business processes and application landscape.Familiarity with HR data structures, XML configurations, and MDF frameworksSAP SuccessFactors Employee Central experience or certifiedRelationship 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 implementation5+ years of application services and/or client/supplier relationship management in a technology environmentGood business acumen and ability to negotiate with business partnersCustomer centric mindset and able to manage customer expectationsGood executive presenceAbility to develop strategic plans and translate them to actionable roadmapsGood financial and people leadership skillsInitiates, builds and maintains productive customer relationshipsFlexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid changeKnowledge of IT Infrastructure – Azure, Windows, SQL Server.Business Analysis experience in workforce managementBasic understanding of data modellingBasic project management skills.Demonstrates strong understanding of scope, schedule and planning, time management, resource management and cost management.Knowledge of accounting and financialsSupervision Responsibilities:(Describe the level of supervision received (i.E., the frequency of supervisory contact, degree to which the individual acts independently and on what kinds of issues).
Describe the level of supervision of others, if any (i.E., assigning work, reviewing performance, direct or indirect responsibility).
Establish AMS governance processes, SOPs,



and compliance guidelines.Working relationships (daily) with EY ITSD and AMS LeadWorking relationships (daily) with TCS and IBM AMS teamLiaison to the Business for that Portfolio / AppOther Requirements:(Describe other functions or expectations of the job such as whether overtime is regularly required (e.G., during busy season?), whether there are particular times of the year that vacation may not be taken, whether there is frequent travel, whether there are any physical requirements beyond those expected in a normal office environment or any other miscellaneous things about the job that should be made known.
)Travel may be required (minimal)Excellent communication skills in EnglishJob Requirements:Education:(What is the minimum level of education needed/suggested to perform this job?)A degree in Computer Science and/or a business-related degree; or equivalent work experienceExperience:(What is minimum number of years needed/suggested to perform this job?)3+ years in SAP SuccessFactors or SAP Fieldglass operations support experience5+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs5+ years in a corporate IT environment working in the Operational / Support Service Management role meeting ITIL frameworkServiceNow experience for ITILSignificant experience in a customer service role and business management roleWork experience in a professional services industry, preferredCertification Requirements:(Describe and explain any certifications and/or licenses needed or helpful to perform this role).
Certifications in the following industry practices would be a plus (ITIL, BPM, etc)SAP SuccessFactors Certification – Employee Central, Recruiting, Onboarding, Compensation, LearningSAP Fieldglass CertificationNote:This job description is intended as a guide to reflect the principal functions of the job.
However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager.
Further, the job description is subject to change at the discretion of management.Select how often (in days) to receive an alert:EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Integral Limited, each of which is a separate legal entity.
Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.
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📌 Application Managed Services Manager - Ey Gds (Xico)
🏢 Ernst &Amp; Young Advisory Services Sdn Bhd
📍 Xico