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

About the role

EY's Technology Operations and Service Delivery practice seeks a Senior Support Services professional to lead the pursuit and service delivery of technology solutions. This role is pivotal in ensuring the smooth operation and support of these solutions.

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 contract financial adjustments.
• Understanding of AI and use cases in the managed service space.
• Knowledge of standard ITIL processes and terminology, including 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.

Skills

• 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 contract financial adjustments.
• Understanding of AI and use cases in the managed service space.
• Knowledge of standard ITIL processes and terminology, including Change Management, Problem and Incident Management, Release Management, Disaster Recovery, etc.