Application Managed Services Manager - EY GDSOther locations: Primary Location OnlyJob 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 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: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: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: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:Travel may be required (minimal)Excellent communication skills in EnglishJob Requirements:Education:A degree in Computer Science and/or a business-related degree; or equivalent work experienceExperience: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: .
Certifications in the following industry practices would be a plus (ITIL, BPM, etc)SAP SuccessFactors Certification – Employee Central, Recruiting, Onboarding, Compensation, LearningEY 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)
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