Application Managed Services - Service Delivery Manager (Microsoft)

EY; San Juan de Terranova; On-site; CAD 80,000 - 120,000; Full time

Job summary

EY is seeking a Service Delivery Manager with experience in Microsoft engagements to oversee application managed services. This full-time role involves managing client relationships, ensuring service delivery, and driving operational improvements in a leading digital firm environment. Candidates must possess strong ITIL knowledge and excellent communication skills.

Benefits

Comprehensive medical, prescription drug and dental coverage

Defined contribution pension plan

Great vacation policy with paid personal days

Learning opportunities to develop new skills

Support and coaching from engaging colleagues

Qualifications

• 5+ years of experience managing or supporting Microsoft engagements in AMS.
• Strong knowledge of ITIL processes and service lifecycle.
• Excellent communication and conflict resolution skills.

Responsibilities

• Manage delivery of Microsoft and AMS services across Microsoft D365.
• Serve as primary escalation point for client issues.
• Lead cross-functional delivery teams and track service delivery budgets.

Skills

Service Management

Client Relationship Management

Analytical & Reporting

Project/Program Management

Bilingual

Education

Bachelor’s degree in Information Technology, Business, or related field

ITIL Foundation certification

SAP SuccessFactors certification

Job description

Application Managed Services - Service Delivery Manager (Microsoft)

EY St John’s, Newfoundland and Labrador, Canada

Application Managed Services - Service Delivery Manager (Microsoft)

EY St John’s, Newfoundland and Labrador, Canada

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At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

We are seeking a highly skilled and results-driven individual to manage our client service delivery. In this role, you will ensure the effective delivery and management of the application managed services to clients. The primary objective is to ensure effective operations and services within EY Canada. This full-time position offers an excellent opportunity to lead key initiatives and contribute to EY Canada's growth in managed services, positioning the organization as a leading full-service digital firm.

Your Key Responsibilities:

Service Management

• Own and manage the delivery of Microsoft and AMS services across Microsoft D365
• Ensure adherence to SLAs, KPIs, and contractual obligations
• Manage incident, problem, change, and release processes in alignment with ITIL best practices
  
  

Client Engagement

• Serve as the primary escalation point for client issues
• Conduct regular service reviews and governance meetings
• Build and maintain strong client relationships to ensure satisfaction and retention
  
  

Team Leadership

• Lead cross-functional delivery teams including functional consultants, technical analysts, and offshore support
• Coordinate resource planning, onboarding, and performance management
• Foster a culture of accountability, collaboration, and continuous improvement
  
  

Continuous Improvement

• Identify and implement service optimization opportunities
• Drive automation, standardization, and best practices across engagements
• Monitor service trends and proactively address recurring issues
  
  

Financial & Contract Management

• Track and report on service delivery budgets, forecasts, and actuals
• Support contract renewals, scope changes, and commercial discussions
  
  

Qualifications

• Bachelor’s degree in Information Technology, Business, or related field
• ITIL Foundation certification (required); ITIL Intermediate or PMP (preferred)
• SAP SuccessFactors certification (preferred)
  
  

Skills and Experience:

Skill Area

Requirement

Microsoft Technical

5+ years of experience managing or supporting Microsoft engagements

Microsoft AMS

Proven experience in AMS delivery and governance

Service Management

Strong knowledge of ITIL processes and service lifecycle

Client Relationship Management

Excellent communication, stakeholder engagement, and conflict resolution skills

Project/Program Management

Experience managing multi-vendor, multi-region service delivery

Analytical & Reporting

Ability to interpret service metrics and drive data-informed decisions

Bilingual

English and French

What We Look For

We’re interested in intellectually curious people with a genuine passion for cybersecurity. If you have the confidence in your technical abilities to grow into a leading expert here, this is the role for you.

What We Offer

At EY, our Total Rewards package supports our commitment to creating a leading people culture - built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people, our clients and our communities. It's one of the many reasons we repeatedly win awards for being a great place to work.

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:

Support and coaching from some of the most engaging colleagues in the industry

Learning opportunities to develop new skills and progress your career

The freedom and flexibility to handle your role in a way that’s right for you

Diversity and Inclusion at EY

Diversity and inclusiveness are at the heart of who we are and how we work. We’re committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. We embrace diversity and are committed to combating systemic racism, advancing gender equity and women in leadership, advocating for the 2SLGBTQIA+ community, promoting our neuroinclusion and accessibility initiatives, and are dedicated to amplifying the voices of Indigenous peoples (First Nations, Inuit, and Métis) nationally as we strive towards reconciliation. Our diverse experiences, abilities, backgrounds, and perspectives make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world.

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Professional Services

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