Senior Manager - SAP Technical Operations and Support

Ernst & Young LLP ( EY India ); Bengaluru; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

EY Global Delivery Services is recruiting a Senior Manager to lead the TechOps-SAP CoE. The role involves managing a team of SAP and non-SAP analysts across FICO, MM, SD, PP, EPPM, Basis, MDM, and integration activities, ensuring alignment with EY's goals and governance.

You will build and lead the Center of Excellence from scratch, setting policies, KPIs, and performance metrics. Ideal candidates will have 10–15 years of experience, excellent communication skills, and experience in SAP on

Qualifications

• Bachelor's or Master's degree in a related field.
• 15+ years of related SAP/IT experience (as per job ad).
• Strong leadership and communication skills.
• Hands-on FICO and SAP on private cloud (RISE) experience.

Responsibilities

• Lead SAP CoE setup from scratch and governance frameworks.
• Manage L1–L3 support, incident, problem, release & change management.
• Coordinate with business stakeholders and clients to deliver SAP solutions.
• Direct SAP projects and ensure budget and timelines are met.

Skills

Team leadership

Stakeholder management

Communication skills

FICO hands-on

Education

Bachelor's/Master's degree in CS/Accounting/Finance

Tools

SAP FICO

SAP SD

SAP MM

SAP PM

SAP ABAP

ITIL certification

Job description

TECHOPS-SAP-SA-SeniorManager 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.

Service line - Position Title: TECHOPS_SAP_SA_SeniorManager At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.

About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda. Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom. Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.

Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services. Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.

The Opportunity

EY Consulting is a fast-moving, high-growth area with huge potential. We are currently recruiting for a Senior Manager to join our TechOps team. This team offers variety, challenge, responsibility and the opportunity to realize your leadership potential.

We are seeking a highly accomplished and experienced S4 CoE (Center of Excellence)/ AMS- Application Management Support Lead with 10-15 years of experience to spearhead the management and coordination of various SAP functional modules and IT governance activities within our support organization. The ideal candidate will be setting up and managing leading a team of SAP and Non- SAP support analysts responsible for FICO, MM, SD, PP, EPPM, Basis, MDM, Logical Access and integration functions, ensuring seamless operations, alignment with organizational goals, setting up the organization from scratch, developing policies, procedures, and KPIs, and driving innovation through their extensive expertise. L1, L2, L3 support, WRICEFs, Release management and system monitoring and integration platform support are in his/her scope. Strong FICO hands-on experience, Private Could – SAP on RISE experience, excellent communication skills and managing stakeholders is a must.

Key Responsibilities

• People Management : Effectively lead the team with diverse skills and backgrounds and foster an innovative and inclusive team-oriented work environment.
• Delivery Management: Participate in large scale SAP client engagements. Consistently deliver quality client services, driving high-quality work products within the expected timeframes and on budget. Monitor progress, manage risk and ensure key stakeholders are kept informed about progress and expected outcomes. Manage expectations of client service delivery. Stay abreast of current business and industry trends relevant to the client's business. Should be a self-starter with excellent verbal and written communication skills. Should be comfortable interfacing with a client on a daily basis. This role requires daily interaction with the client at many levels.
• Support and Training : Address `How to questions` and provide L1 support, hand holding activities to the users wherever required, conduct training need assessment members and planning and delivery of these trainings.
• Incident Management: To manage resolution of the incidents by restoring services (Diagnose and resolve issues/incidents promptly L2-L3) and communicate the solution to the end user. This process manages the day-to-day support interface between end users and Service Providers. If needed escape tickets to SAP and follow up till reply is received from SAP (L4 in SAP).
• Problem Management: To lead to identify the problems in the application and eliminate them by removing the root cause of the problem. Maintain a healthy queue of problems with its related triage and solutions implemented.
• Release Management: Manage the Basis Analysts responsible for SAP system administration, release management, maintenance, performance tuning, and upgrades.
• Organization Setup: Take the lead in setting up the SAP Center of Excellence from scratch, including defining processes, assembling the team, establishing governance frameworks, and aligning with strategic objectives.
• Policy and Procedure Development: Develop and implement comprehensive policies and procedures for SAP operations, ensuring adherence to industry best practices and organizational standards.
• Key Performance Indicators (KPIs): Define, track, and manage key performance indicators for the SAP CoE and functional modules, ensuring alignment with business goals and continuous improvement.
• Team Leadership: Provide guidance, mentorship, and performance management to a diverse team of SAP analysts, fostering a collaborative and results-oriented work environment.
• Stakeholder Collaboration: Collaborate with business stakeholders to understand requirements, align SAP strategies with business goals, and deliver effective solutions.
• Project Management: Lead SAP projects, ensuring timely delivery, budget adherence, and effective resource allocation to achieve project objectives.
• Continuous Improvement: Identify opportunities for process optimization, automation, and enhancement of SAP functionalities to drive efficiency and effectiveness.

Skills and attributes for success

Skilled in “team leadership” – adhering to the project methodology and PMO processes/procedures, planning the data team’s work, leading local and offshore resources, reporting status, logging and escalating risks/issues/decisions, participating in program governance, etc. Advanced knowledge and experience with SAP Finance Effectively team with diverse skills and backgrounds and foster an innovative and inclusive team-oriented work environment. Strong written and verbal communication, presentation, client service and technical writing skills, coupled with a strong interest in further developing and integrating enterprise domain knowledge with technology skills. Demonstrate characteristics of a forward thinker and self-starter that thrives on new challenges and adapts quickly to learning new knowledge. Ability to lead a team of consulting professionals on multiple projects. A strong work ethic.

Ideally, you’ll also A Bachelor's or Master’s degree and 15+ years of related work experience at minimum; A degree in computer science, accounting, finance or a related field (MBA or Business Undergraduate degree preferred). SAP certification/s highly preferred.

Excellent leadership and people management skills, with a track record of leading diverse teams for at least 7 years. Must have managed 3 to 4 Managed Services or Application Support Engagements Excellent understanding of Incident, Service Request, Change Request, Release Management, OCM, Problem Management, Release Management etc.

Requirements

• At minimum 7 to 10 years of experience working with any of the SAP modules below:- SAP FICO (Finance & Controlling)
• SAP SD (Sales & Distribution)
• SAP MM (Material Management)
• SAP PM (Plant Maintenance)
• SAP PS (Project System)
• SAP ABAP
• SAP Basis Integration Lead Project Manager – *Must have ITIL certification, as well as participation in multiple Application support and Manage Services engagements.
• Expert in status reporting to EY leadership and Client CXOs, managing governance, managing the team against the plan, escalating risks/issues/decisions/changes, budget management, etc.
• Strong communication and interpersonal skills, with the ability to effectively collaborate with technical and non-technical stakeholders.

What we look for

We’re interested in passionate leaders with a strong vision and a desire to stay on top of trends in technology Consulting space. If you have a strong passion for helping businesses achieve their IT strategy, this role is for you.

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

Are you ready to shape your future with confidence?

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

We are an equal opportunity employer and are committed to Diversity, Equity & Inclusion.

Our Commitment

As a commitment, we persistently endeavour to embody our values, fulfil our purpose, and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.

Professional Development

From entry-level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.

People and Culture

In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. We’re united by a commitment to create an environment where every individual's differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.

Benefits

• Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.

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.