Service Delivery Manager - Engagement Maintenance
Listed on 2026-05-18
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IT/Tech
IT Project Manager, Systems Analyst, IT Consultant
Service Delivery Manager - Engagement Maintenance
Other locations:
Primary Location Only
Date: 15 May 2026
Requisition
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.
The opportunity
The Service Delivery Manager (SDM) plays an integral and wide‑ranging role in the delivery of the services provided by the MST to the Mercury User Community. An SDM is required for each of the business process or functional areas that form the backbone of the Mercury solution – Finance, Procurement, Service Delivery / Engagement Management and Customer Relationship Management. The SDM should have deep techno‑functional experience in one or more of the in‑scope functional areas, including detailed knowledge of configuration in SAP, gained through both program implementation and support, and the technical integration of SAP with other applications via SAP PI/PO and other middleware solutions.
As the SDM, you will have full responsibility for the end‑to‑end business process chains within your functional area, managed and executed via the Mercury solution and more particularly within SAP. From an operational support perspective, you will ensure timely and satisfactory resolution of production‑impacting incidents, work closely with functionally aligned support teams, and coordinate with IT Services portfolio delivery teams on incidents involving dependent applications.
You will lead the restoration of service, investigation of high‑priority incidents, and deliver relevant fixes safely without impacting the production environment.
With the deployment of Mercury beyond the pilot phase, you will collaborate with Process Experts, business representatives and GPOs to define the roadmap and portfolio for your functional area, ensuring solutions are technically viable and have no adverse impact from an integration perspective. You will also coordinate solutioning and delivery with the AMS vendor where appropriate, working closely with IT Services portfolio delivery on cross‑application delivery.
You will work with the Service Manager regarding service performance, agreeing action plans with the AMS functional team to prioritize incident backlog and develop demand plans for the delivery of service requests, maintenance requests and enhancement requests.
Your key responsibilities
- Detailed and specific knowledge of the relevant functional area in SAP, gained through program delivery, implementation and support.
- Manage the delivery of MST services to the Mercury user community from a functional perspective.
- Manage, plan and represent break‑fixes in the Release Review Board calls.
- Manage the functional resources of the AMS vendor in terms of resource planning, demand management and workload prioritisation.
- Manage stakeholders across the IT Services landscape regarding the operational support of the Mercury solution, with a particular focus on technical integration and interfaces between impacted and dependent applications.
- Work closely with GPOs and process leads to develop process‑specific portfolios and demand plans for the relevant functional areas, and take prime responsibility for the delivery of service requests, maintenance requests and enhancement requests.
- Work closely with the Mercury programme functional teams regarding the viability of business requirements and the potential impact upon the global template.
- Ensure ongoing awareness of the impact of future programme releases across the functional area and provide input to impact assessments as required.
Skills and attributes for success
- The Functional Support Lead will work closely with the Service Manager regarding service performance for their own functional area, agreeing action plans with the AMS functional team to prioritise incident backlog and develop demand plans for the delivery of service requests, maintenance requests and enhancement requests.
- One of the most fundamental areas of the Mercury solution is Service…
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