Service Delivery Manager - Engagement Maintenance

Ernst & Young • Alpharetta, GA

105d • $111,100 - $207,800

About The Position

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities. 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. Enterprise Technology provides reliable, secure, and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you'll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure. Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

Requirements

• Bachelor's degree in a relevant discipline or equivalent work experience.
• Minimum of 12 years' SAP experience from both an implementation and support perspective.
• Direct experience in complex management activities including supplier management and the delivery of complex IT services to customers.
• Significant awareness of the future direction for SAP in the relevant functional area.
• Significant experience of developing and managing portfolio plans and planning demand in line with business priorities.
• Direct experience in managing staff and budgets.
• Strong service management experience with good awareness of ITILv3.

Nice To Haves

• Certification in the relevant function area of SAP is preferred.
• Demonstrate an inclusive and globally aware mindset.
• Ability and flexibility to work in a virtual environment across multiple time zones.
• Flexibility to work non-standard hours in supporting global production systems.
• International travel may be needed.

Responsibilities

• Manage the delivery of MST services to the Mercury user community from a functional perspective.
• Manage, plan and represent the break-fixes in the Release review board calls.
• Manage the functional resources of the AMS vendor in terms of resource planning, demand management and the prioritization of workload.
• Manage stakeholders across the IT Services landscape regarding the operational support of the Mercury solution, with a particular focus on technical integration.
• Work closely with the GPOs and process leads to develop process specific portfolios and demand plans for the relevant functional areas of the Mercury solution.
• Ensure ongoing awareness of the impact of future program releases across the functional area and provide input to impact assessments as required.

Benefits

• Comprehensive compensation and benefits package.
• Medical and dental coverage.
• Pension and 401(k) plans.
• Flexible vacation policy.
• Time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree