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Job Summary:
(Briefly describe the main objectives and purpose of the job. Why does the job exist? What is it expected to accomplish?)
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.
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Essential Functions of the Job:
(Describe essential functions, or primary duties and responsibilities. Assume the reader does not know the role or function of the job.)
Together with the AMS Lead:
- Own and be the SPOC for application managed service for a particular portfolio, sub-portfolio or application
- Governs and provides guidance to the teams for the applications in that portfolio
- Work with TCS Support team for any production issue resolutions or key deliverables
- Work with IBM Support team for any production issue resolutions or key deliverables
- Vendor Management – relationship, monitor delivery, metric compliance and overall customer satisfaction
- Liaison to the Business; Single point of contact for SDL/SDM and EY Talent IT
- Management of Support Budget (Hosting, Software)
- Project intake and demand management
- P1/P2 attendance / Escalations
- Drive continuous improvement initiatives to streamline performance management processes
- Required 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 needs
- Working in a corporate IT environment in the Operational / Support Service Management role meeting ITIL framework
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Analytical/Decision Making Responsibilities:
(Describe the kind of problems and challenges typically faced, and decisions required to perform the job, as well as recommendations made to supervisors or others. Focus on the nature of existing policies, precedents and procedures used to guide decisions, and the degree to which the incumbent is free to make decisions requiring interpretation and judgment. Provide an example.)
- Must be able to work within a matrix organization – balancing the needs of the service line against firm initiatives and goals
- Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
- Analyse incident trends to identify automation and optimization opportunities.
- Identify, manage and resolve complex issues, preventing escalations, where possible
- Manage, negotiate and resolve project risks effectively
- Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
- Leader and team player – sets example for project managers, business analysts and others to follow
- Create an open, honest, accountable and collaborative team environment
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Knowledge and Skills Requirements:
(Describe the knowledge or skills needed to perform this job; these may be technical, managerial or behavioral in nature.)
- High level understanding of service line business processes and application landscape.
- Familiarity with HR data structures, XML configurations, and MDF frameworks
- SAP SuccessFactors Employee Central experience or certified
- Relationship 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 implementation
- 5+ years of application services and/or client/supplier relationship management in a technology environment
- Good business acumen and ability to negotiate with business partners
- Customer centric mindset and able to manage customer expectations
- Good executive presence
- Ability to develop strategic plans and translate them to actionable roadmaps
- Good financial and people leadership skills
- Initiates, builds and maintains productive customer relationships
- Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
- Knowledge of IT Infrastructure – Azure, Windows, SQL Server.
- Business Analysis experience in workforce management
- Basic understanding of data modelling
- Basic project management skills. Demonstrates strong understanding of scope, schedule and planning, time management, resource management and cost management.
- Knowledge of accounting and financials
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Supervision Responsibilities:
(Describe the level of supervision received (i.e., the frequency of supervisory contact, degree to which the individual acts independently and on what kinds of issues). Describe the level of supervision of others, if any (i.e., assigning work, reviewing performance, direct or indirect responsibility).
- No direct reports
- Establish AMS governance processes, SOPs, and compliance guidelines.
- Working relationships (daily) with EY ITSD and AMS Lead
- Working relationships (daily) with TCS and IBM AMS team
- Liaison to the Business for that Portfolio / App
- ET Liaison
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Other Requirements:
(Describe other functions or expectations of the job such as whether overtime is regularly required (e.g., during busy season?), whether there are particular times of the year that vacation may not be taken, whether there is frequent travel, whether there are any physical requirements beyond those expected in a normal office environment or any other miscellaneous things about the job that should be made known.)
- Travel may be required (minimal)
- Fluent English speaker
- Excellent communication skills in English
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Job Requirements:
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Education:
(What is the minimum level of education needed/suggested to perform this job?)
- A degree in Computer Science and/or a business-related degree; or equivalent work experience
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Experience:
(What is minimum number of years needed/suggested to perform this job?)
- 3+ years in SAP SuccessFactors or SAP Fieldglass operations support experience
- 5+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs
- 5+ years in a corporate IT environment working in the Operational / Support Service Management role meeting ITIL framework
- ServiceNow experience for ITIL
- Significant experience in a customer service role and business management role
- Work experience in a professional services industry, preferred
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Certification Requirements:
(Describe and explain any certifications and/or licenses needed or helpful to perform this job).
- Certifications in the following industry practices would be a plus (ITIL, BPM, etc)
- SAP SuccessFactors Certification – Employee Central, Recruiting, Onboarding, Compensation, Learning
- SAP Fieldglass Certification
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Note:
This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management.
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