About the position
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 EY's Technology Operations Managed Services team (Tech Ops) works with some of the world's largest companies. Our solution is being built out in FY24 to encompass application managed services, digital solutions including custom development and bespoke solutions. The solution team caters to account teams and clients in all sectors with an emphasis on the larger, more complex managed service deals. The team is responsible for building the business into a significant solution for the firm, achieving target margin and revenue targets and driving innovative solutions to ensure EY retains a foothold in the market. 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.
Responsibilities
- 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.
Requirements
- A Bachelor's degree (4-year degree)
- Typically, no less than 5 - 7 years of relevant experience in SAP Operations or running SAP project, 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.
Nice-to-haves
- 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.
Benefits
- Comprehensive compensation and benefits package.
- Base salary range for this job in all geographic locations in the US is $115,600 to $212,000.
- Base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $138,700 to $240,800.
- Medical and dental coverage.
- Pension and 401(k) plans.
- Wide range of paid time off options.
- Flexible vacation policy.
