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

📌 Application Managed Services Manager - Ey Gds (Xico)
🏢 Ernst & Young
📍 Xico