Application Managed Services - Service Delivery Manager (Success Factors)

Ernst & Young Advisory Services Sdn Bhd; Toronto; On-site; CAD 100,000 - 125,000; Full time

Job summary

A leading global consulting firm in Toronto is looking for a Service Delivery Manager for Application Managed Services. You will be responsible for managing the delivery of SAP SuccessFactors services, ensuring operations and service quality. The ideal candidate has 5+ years in SAP management, strong client engagement skills, and a background in ITIL processes. This full-time role offers an excellent compensation package, professional development, and a diverse working culture.

Benefits

Comprehensive medical and dental coverage

Defined contribution pension plan

Generous vacation policy plus firm-paid days

Learning opportunities for career progression

Support and coaching from experienced colleagues

Qualifications

• 5+ years of experience managing or supporting SAP engagements.
• Proven experience in AMS delivery and governance.
• Strong knowledge of ITIL processes and service lifecycle.

Responsibilities

• Own and manage the delivery of SAP SuccessFactors and AMS services.
• Ensure adherence to SLAs, KPIs, and contractual obligations.
• Serve as the primary escalation point for client issues.

Skills

SAP Technical

Service Management

Client Relationship Management

Project/Program Management

Analytical & Reporting

English and French proficiency

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 (Success Factors)

Location: Toronto

Other locations: Primary Location Only

Date: Sep 29, 2025

Requisition ID: 1613966

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 SAP SuccessFactors and AMS services across all modules (e.g., EC, PMGM, LMS, Payroll, Time, etc.)
• 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
• 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
• Identify and implement service optimization opportunities
• Drive automation, standardization, and best practices across engagements
• Monitor service trends and proactively address recurring issues
• Track and report on service delivery budgets, forecasts, and actuals

Support contract renewals, scope changes, and commercial discussions.

Skills and Attributes for Success:

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

• SAP Technical – 5+ years of experience managing or supporting SAP engagements
• SAP 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 leading cross‑functional projects with measurable outcomes
• Analytical & Reporting – Ability to interpret service metrics and drive data‑informed decisions
• Language: English and French proficiency

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 to decide which benefits are right for you and which help you create a solid foundation for your future. Our Total Rewards package includes comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a generous vacation policy plus firm‑paid days that allow you to enjoy longer 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.