Technology Consulting - Managed Services - SAP Pursuit and Delivery - Senior Manager

Location: Anywhere in Country

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Technology Consulting – Managed Services - Pursuit & Service Delivery – SAP – Sr. Manager

EY's Technology Operations Managed Services team (Tech Ops) works with some of the world's largest companies. Our solution is being built out in FY24 to encompass application managed services, digital solutions including custom development and bespoke solutions.  The solution team caters to account teams and clients in all sectors with an emphasis on the larger, more complex managed service deals.  The team is responsible for building the business into a significant solution for the firm, achieving target margin and revenue targets and driving innovative solutions to ensure EY retains a foothold in the market.

The opportunity

In our Technology Operations and Service Delivery practice, this role is pivotal in ensuring the smooth operation and support of our technology solutions. As a Senior Support Services professional, you will be at the forefront of delivering client outcomes, quality support and resolving issues that impact key business processes, products, and services.

This position offers the chance to contribute to initiatives that drive continuous improvement and the adoption of automation at scale.  You will be responsible for running, maintaining, and supporting technology projects post-transition, ensuring successful deployment to the user community.

Your key responsibilities

In this role, you will spend your time across various critical responsibilities, including:

Provide thought leadership regarding managed services and building “trusted advisor” relationships with client leaders.

Developing business and nurturing existing relationships to increase the pipeline for the growing Managed Services capability. Provide leadership and support to pursuits, RFP’s, and upsell at current clients, bringing the best of EY to the clients.

Delivery Lead for Applications Management Clients. Run global teams, handle client governance meetings, create positive client relationships. Coordinate team activities, mentor team members, drive continuous improvement and delivery excellence. Coordinate with the EY leadership team and represent AMS at the account level.

Contributing to initiatives that drive continuous improvement and standardization.

Ensuring adherence to service level agreements and operational level agreements established by service delivery.

You will face challenges that require analytical thinking and problem-solving skills, providing you with opportunities to learn and grow in a dynamic environment. This role may require regular travel as needed by external clients, and you will actively participate in client working sessions daily.

Skills and attributes for success

To excel in this role, you should possess the following skills and experience:

• Experience with SAP ERP systems either functional or technical, including S\4Hana, Rise and or Grow.
• Experience Managing SAP delivery teams, offshore experience and driving offshore delivery
• Strong customer orientation and experience in customer support operations.
• Proficiency in application management ITIL processes and technology service management.
• Excellent communication skills, with the ability to build and manage relationships effectively.
• Critical thinking and complex problem-solving abilities.
• Selling services to clients
• Demonstrated experience in RFPs, Orals.
• Success in Business Development
• Supporting SAP in RISE in a global delivery model
• Understanding of statements of work and contract management
• Financial management, monitoring of contract financials and making necessary adjustments
• Working knowledge of AI and use cases in the managed service space
• Understanding of standard ITIL processes and terminology – Change Management, Problem and Incident Management, Release Management, Disaster Recovery etc.

To qualify for the role, you must have

• A Bachelor’s degree (4-year degree)
• Typically, no less than 8 - 10 years of relevant experience in SAP Operations or running SAP project, or both
• Expertise in Application Management is essential.
• Knowledgeable of Agile terminology and Agile methods.
• Strong customer orientation and experience in Customer Support Operations are required.
• A solid understanding of Data Delivery and Management is necessary.
• Proficiency in Stakeholder Management is important.
• Familiarity with Technology Ecosystem Operations is crucial.
• Experience in Technology Service Management is necessary.
• Strong Troubleshooting Triage skills are expected.
• Excellence in Building and Managing Relationships is essential.
• The ability to establish Client Trust and Value is crucial.
• Strong communication skills, particularly in Communicating With Impact, are required.
• Digital Fluency is a key requirement for this role.
• Emotional Agility is important for navigating complex situations.
• Proficiency in Hybrid Collaboration is valued.
• Strong Complex Problem-Solving abilities are essential.
• Critical Thinking skills are necessary for success in this role.
• A focus on Driving Outcomes is required.
• Learning Agility to adapt to new challenges is important.

Ideally, you’ll also have

Experience in managing technology projects and post-transition support.

A proven track record of delivering quality support in a fast-paced environment.

Familiarity with automation tools and continuous improvement methodologies.

What we look for

We seek individuals who are proactive, adaptable, and eager to learn. Top performers in this role demonstrate a commitment to excellence and possess strong analytical skills, enabling them to navigate complex challenges effectively.

What we offer you
At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn  more .

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business.  The base salary range for this job in all geographic locations in the US is $151,500 to $346,000.  The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $181,800 to $393,200.  Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography.  In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year.
• Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

Are you ready to shape your future with confidence? Apply today. 
EY accepts applications for this position on an on-going basis.

For those living in California, please click here for additional information.

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.

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