Application Managed Services Manager - EY GDS

EY; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

EY GDS is seeking an Application Managed Services Manager to own the MSP for a portfolio or application, providing escalation, budget oversight and delivery governance. You will coordinate with TCS and IBM AMS teams to resolve production issues and ensure service quality.

The role requires deep ITIL knowledge, experience in SAP SuccessFactors, and strong stakeholder management. Travel may be minimal and the position is based in Mexico City.

Formación

• Must have a degree in Computer Science or related field or equivalent work experience.
• 5+ years in application services and client/supplier relationship management.
• Experience with SAP SuccessFactors Employee Central or equivalent.
• Strong relationship management with internal & external stakeholders.
• End-to-end IT lifecycle understanding: pipeline, resource, demand, delivery, financial.
• ITIL governance experience and ability to implement support processes.

Responsabilidades

• Own and be the SPOC for application managed service for a portfolio or application.
• Guide teams across the portfolio and ensure delivery alignment.
• Collaborate with TCS and IBM AMS teams for issue resolution and deliverables.
• Manage vendor relationships, monitor delivery and satisfaction.
• Handle budget management for hosting and software; 24/7 on-call coverage.
• Lead project intake, risk and demand management; drive continuous improvement.

Conocimientos

Service line knowledge

HR data structures

XML configurations

SAP SuccessFactors

Relationship management

IT life cycle

ITIL processes

Client relationship management

Strategic planning

Executive presence

Financial acumen

Data modelling

Project management

Accounting knowledge

Azure

Windows

SQL Server

Business analysis

Educación

Computer Science or Business degree

Herramientas

ServiceNow

SAP SuccessFactors

SAP Fieldglass

Descripción del empleo

Application Managed Services Manager - EY GDS

Other locations: Primary Location Only

Job Summary:

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.

Essential Functions 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

Analytical/Decision Making Responsibilities:

• 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

Knowledge and Skills Requirements:

• 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

Supervision Responsibilities:

• 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

Other Requirements:

• Travel may be required (minimal)
• Excellent communication skills in English

Job Requirements:

Education:

• A degree in Computer Science and/or a business-related degree; or equivalent work experience

Experience:

• 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

Certification Requirements: .

• Certifications in the following industry practices would be a plus (ITIL, BPM, etc)
• SAP SuccessFactors Certification – Employee Central, Recruiting, Onboarding, Compensation, Learning

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.