Application Managed Services Manager - EY GDS

Other locations: Primary Location Only

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:

- 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

Other Requirements:

- Travel may be required (minimal)
- 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

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young General Limited, a UK company limited by guarantee, does not provide services to clients.

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📌 Application Managed Services Manager - EY GDS (Ciudad de México)
🏢 Ey
📍 Ciudad de México