Technology Consulting - Managed Services - SAP Pursuit and Delivery - Senior Manager

Location:

Anywhere in Country

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Sr. Manager

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 client outcomes, 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  will be responsible for running, maintaining, and supporting technology projects post‑transition, ensuring successful deployment to the user community.

• Provide thought leadership regarding managed services and building “trusted advisor” relationships with client leaders.
• Develop business and nurture existing relationships to increase the pipeline for the growing Managed Services capability.
• Provide leadership and support to pursuits, RFP’s, and upsell at current clients, bringing the best of EY to the clients.
• Delivery Lead for Applications Management Clients. Run global teams, handle client governance meetings, create positive client relationships. Coordinate team activities, mentor team members, drive continuous improvement and delivery excellence. Coordinate with the EY leadership team and represent AMS at the account level.
• Contribute to initiatives that drive continuous improvement and standardization.
• Ensure adherence to service level agreements and operational level agreements established by service delivery.
• Face challenges that require analytical thinking and problem‑solving skills, providing opportunities to learn and grow in a dynamic environment.
• Travel may be required as needed by external clients and actively participate in client working sessions daily.

• Experience with SAP ERP systems either functional or technical, including S/4
  
  HANA, 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.
• Experience selling services to clients.
• Demonstrated experience in RFPs and orals.
• Success in business development.
• Supporting SAP in RISE in a global delivery model.
• Understanding of statements of work and contract management.
• Financial management, monitoring of contract financials and making necessary adjustments.
• Working knowledge of AI and use cases in the managed service space.
• Understanding of standard ITIL processes and terminology – Change Management, Problem and Incident Management, Release Management, Disaster Recovery, etc.

• A Bachelor’s degree (4‑year degree).
• Typically, no less than 8–10 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.
• A solid understanding of Data Delivery and Management.
• Proficiency in Stakeholder Management.
• Familiarity with Technology Ecosystem Operations.
• Experience in Technology Service Management.
• Strong troubleshooting triage skills.
• Excellence in building and managing relationships.
• The ability to establish client trust and value.
• Strong communication skills, particularly in communicating with impact.
• Digital fluency.
• Emotional agility.
• Proficiency in hybrid collaboration.
• Strong complex problem‑solving abilities.
• Critical thinking skills.
• A focus on driving outcomes.
• Learning agility to adapt to new challenges.