Application Managed Services - Service Delivery Manager (Microsoft)

EY; Vancouver; On-site; CAD 82,000 - 103,000; Full time

Job summary

A global professional services firm in Vancouver is seeking an experienced Application Managed Services - Service Delivery Manager. The role involves managing service delivery of Microsoft applications and ensuring client satisfaction while leading cross-functional teams. Ideal candidates have strong ITIL knowledge and experience in multi-vendor service delivery. Competitive compensation and comprehensive benefits are provided.

Benefits

Comprehensive medical, prescription drug and dental coverage

Defined contribution pension plan

Flexible work schedule

Learning opportunities

Qualifications

• 5+ years of experience managing or supporting Microsoft engagements.
• Proven experience in AMS delivery and governance.
• Strong knowledge of ITIL processes and service lifecycle.
• Excellent communication, stakeholder engagement, and conflict resolution skills.
• Experience managing multi-vendor, multi-region service delivery.
• Ability to interpret service metrics and drive data-informed decisions.

Responsibilities

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

Skills

Microsoft Technical

Service Management

Client Relationship Management

Project / Program Management

Analytical & Reporting

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)

Join to apply for the Application Managed Services - Service Delivery Manager (Microsoft) role at EY

Application Managed Services - Service Delivery Manager (Microsoft)

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Join to apply for the Application Managed Services - Service Delivery Manager (Microsoft) role at EY

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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