Consulting - Managed Services - SAP Pursuit & Delivery - Senior Manager

About the role

EY's Technology Operations and Service Delivery practice is seeking a Senior Support Services professional to play a pivotal role in ensuring the smooth operation and support of our technology solutions. This position offers the chance to contribute to initiatives that drive continuous improvement and the adoption of automation at scale.

Responsibilities

• 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.

Requirements

• 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.

Qualifications

• 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.

Benefits

To qualify for the role, you must have:

• 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.

Pay

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.

Schedule

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.