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 for this pivotal role. The position is crucial in ensuring the smooth operation and support of technology solutions, contributing 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.
• Develop business and nurture existing relationships to increase the pipeline for the growing Managed Services capability.
• Lead pursuits, RFPs, and upsell at current clients, bringing the best of EY to the clients.
• Deliver applications management clients, run global teams, handle client governance meetings, and 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.
• Contribute to initiatives that drive continuous improvement and standardization.
• Ensure adherence to service level agreements and operational level agreements established by service delivery.

Requirements

• Experience with SAP ERP systems, including S\4Hana, Rise, and 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, demonstrating expertise in RFPs, Orals, and Business Development.
• Understanding of statements of work and contract management, financial management, and making necessary adjustments.
• Understanding of standard ITIL processes and terminology, such as Change Management, Problem and Incident Management, Release Management, Disaster Recovery etc.

Qualifications

• A Bachelor’s degree (4-year degree).
• 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.
• A solid understanding of Data Delivery and Management.
• Proficiency in Stakeholder Management.
• Familiarity with Technology Ecosystem Operations.
• Experience in Technology Service Management.
• Strong Troubleshooting Triage skills.
• Excellence in Building and Managing Relationships.
• The ability to establish Client Trust and Value.
• Strong communication skills, particularly in Communicating With Impact.
• Digital Fluency.
• Emotional Agility.
• Strong Complex Problem-Solving abilities.
• Critical Thinking skills.
• A focus on Driving Outcomes.
• Learning Agility to adapt to new challenges.
• Experience in managing technology projects and post-transition support.
• A proven track record of delivering quality support in a fast-paced environment.
• Experience with automation tools and continuous improvement methodologies.