Tech Consulting_Managed Services_ Lead Delivery_Manager

Ernst & Young Advisory Services Sdn Bhd; Alpharetta (GA); Hybrid; USD 80,000 - 130,000; Full time

Job summary

An established industry player is seeking a dynamic Manager for Technology Operations and Service Delivery. In this pivotal role, you will ensure the smooth operation and support of technology solutions, driving initiatives that enhance quality and efficiency. With a focus on continuous improvement and automation, you will manage a variety of critical responsibilities, including delivering exceptional support and resolving complex issues. This role offers opportunities for professional growth in a collaborative environment, where your contributions will significantly impact the success of the organization. If you are passionate about technology and customer service, this is the perfect opportunity for you.

Benefits

Flexible vacation policy

Comprehensive compensation package

Diverse and inclusive culture

Future-focused skill development

Qualifications

• 5-7 years of experience in SAP Operations or managing SAP projects.
• Expertise in Application Management and ITIL processes is essential.

Responsibilities

• Deliver quality support and resolve issues impacting key business processes.
• Contribute to continuous improvement and standardization initiatives.

Skills

SAP ERP systems

Customer support operations

ITIL processes

Analytical thinking

Problem-solving

Communication skills

Agile methods

Stakeholder Management

Digital Fluency

Emotional Agility

Education

Bachelor's degree in a related field

Tools

Automation tools

Job description

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.

Technology – Operations & Service Delivery – Support Services – Manager

The opportunity
In our Technology Operations and Service Delivery practice, this role is pivotal in ensuring the smooth operation and support of our technology solutions. As a Senior Support Services professional, you will be at the forefront of delivering quality support and resolving issues that impact key business processes, products, and services.

This position offers the chance to contribute to initiatives that drive continuous improvement and the adoption of automation at scale. You will be responsible for running, maintaining, and supporting technology projects post-transition, ensuring successful deployment to the user community.

Your key responsibilities
In this role, you will spend your time across various critical responsibilities, including:

• Delivering quality support and resolving issues within the context of key business processes.
• Contributing to initiatives that drive continuous improvement and standardization.
• Ensuring adherence to service level agreements and operational level agreements established by service delivery.

You will face challenges that require analytical thinking and problem-solving skills, providing you with opportunities to learn and grow in a dynamic environment. This role may require regular travel as needed by external clients, and you will actively participate in client working sessions on a daily basis.

Skills and attributes for success
To excel in this role, you should possess the following skills and experience:

• Experience with SAP ERP systems either functional or technical, preferably S/4Hana, Rise and or Grow.
• Experience managing SAP delivery teams, offshore experience and driving offshore delivery.
• Strong customer orientation and experience in customer support operations.
• Proficiency in application management ITIL processes and technology service management.
• Excellent communication skills, with the ability to build and manage relationships effectively.
• Critical thinking and complex problem-solving abilities.

To qualify for the role, you must have

• Typically, no less than 5 - 7 years of relevant experience in SAP Operations or running SAP projects, or both.
• Expertise in Application Management is essential.
• Knowledgeable of Agile terminology and Agile methods.
• Strong customer orientation and experience in Customer Support Operations are required.
• A solid understanding of Data Delivery and Management is necessary.
• Proficiency in Stakeholder Management is important.
• Familiarity with Technology Ecosystem Operations is crucial.
• Experience in Technology Service Management is necessary.
• Strong Troubleshooting Triage skills are expected.
• Excellence in Building and Managing Relationships is essential.
• The ability to establish Client Trust and Value is crucial.
• Strong communication skills, particularly in Communicating With Impact, are required.
• Digital Fluency is a key requirement for this role.
• Emotional Agility is important for navigating complex situations.
• Proficiency in Hybrid Collaboration is valued.
• Strong Complex Problem-Solving abilities are essential.
• Critical Thinking skills are necessary for success in this role.
• A focus on Driving Outcomes is required.
• Learning Agility to adapt to new challenges is important.

Ideally, you’ll also have

• Experience in managing technology projects and post-transition support.
• A proven track record of delivering quality support in a fast-paced environment.
• Familiarity with automation tools and continuous improvement methodologies.

What we look for
We seek individuals who are proactive, adaptable, and eager to learn. Top performers in this role demonstrate a commitment to excellence and possess strong analytical skills, enabling them to navigate complex challenges effectively.

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.

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business.
• Join us in our team-led and leader-enabled hybrid model.
• Under our flexible vacation policy, you’ll decide how much vacation time you need.

Are you ready to shape your future with confidence? Apply today.
EY accepts applications for this position on an on-going basis.

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.

EY | Building a better working world