(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 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 Responsibiliti
📌 Application Managed Services Manager (Ciudad de México)
🏢 Ernst & Young Advisory Services Sdn Bhd
📍 Ciudad de México
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