Application Managed Services - Service Delivery Manager (Success Factors)
Application Managed Services - Service Delivery Manager (Success Factors)
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Job Description
At EY youll 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 were 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.
We are seeking a highly skilled and results-driven individual to manage our client service delivery. In this role you will ensure the effective delivery and management of the application managed services to clients. The primary objective is to ensure effective operations and services within EY Canada. This full-time position offers an excellent opportunity to lead key initiatives and contribute to EY Canadas growth in managed services positioning the organization as a leading full-service digital firm.
Your Key Responsibilities:
Service Management
- Own and manage the delivery of SAP SuccessFactors and AMS services across all modules (e.g. EC PMGM LMS Payroll Time etc.)
- Ensure adherence to SLAs KPIs and contractual obligations
- Manage incident problem change and release processes in alignment with ITIL best practices
Client Engagement
- Serve as the primary escalation point for client issues
- Conduct regular service reviews and governance meetings
- Build and maintain strong client relationships to ensure satisfaction and retention
Team Leadership
- Lead cross-functional delivery teams including functional consultants technical analysts and offshore support
- Coordinate resource planning onboarding and performance management
- Foster a culture of accountability collaboration and continuous improvement
Continuous Improvement
- Identify and implement service optimization opportunities
- Drive automation standardization and best practices across engagements
- Monitor service trends and proactively address recurring issues
Financial & Contract Management
- Track and report on service delivery budgets forecasts and actuals
Support contract renewals scope changes and commercial discussions
Skills and Attributes for Success:
Qualifications
- Bachelors degree in Information Technology Business or related field
- ITIL Foundation certification (required); ITIL Intermediate or PMP (preferred)
- SAP SuccessFactors certification (preferred)
Skills and Experience:
Skill Area
Requirement
SAP Technical
5 years of experience managing or supporting SAP engagements
SAP AMS
Proven experience in AMS delivery and governance
Service Management
Strong knowledge of ITIL processes and service lifecycle
Client Relationship Management
Excellent communication stakeholder engagement and conflict resolution skills
Project/Program Management
Experience managing multi-vendor multi-region service delivery
Analytical & Reporting
Ability to interpret service metrics and drive data-informed decisions
Bilingual
English and French
What We Look For
Were interested in intellectually curious people with a genuine passion for cybersecurity. If you have the confidence in your technical abilities to grow into a leading expert here this is the role for you.
What We Offer
At EY our Total Rewards package supports our commitment to creating a leading people culture - built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people our clients and our communities. Its one of the many reasons we repeatedly win awards for being a great place to work.
We offer a competitive compensation package where youll be rewarded based on your performance and recognized for the value you bring to our business. In addition our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical prescription drug and dental coverage a defined contribution pension plan a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year statutory holidays and paid personal days (based on province of residence) and a range of exciting programs and benefits designed to support your physical financial and social well-being. Plus we offer:
Support and coaching from some of the most engaging colleagues in the industry
Learning opportunities to develop new skills and progress your career
The freedom and flexibility to handle your role in a way thats right for you
Diversity and Inclusion at EY
Diversity and inclusiveness are at the heart of who we are and how we work. Were committed to fostering an environment where differences are valued policies and practices are equitable and our people feel a sense of belonging. We embrace diversity and are committed to combating systemic racism advancing gender equity and women in leadership advocating for the 2SLGBTQIA community promoting our neuroinclusion and accessibility initiatives and are dedicated to amplifying the voices of Indigenous peoples (First Nations Inuit and Mtis) nationally as we strive towards reconciliation. Our diverse experiences abilities backgrounds and perspectives make our people unique and help guide us. Because when people feel free to be their authentic selves at work they bring their best and are empowered to build a better working world.
EY Building a better working world
EY exists to build a better working world helping to create long-term value for clients people and society and build trust in the capital markets.
Enabled by data and technology diverse EY teams in over 150 countries provide trust through assurance and help clients grow transform and operate.
Working across assurance consulting law strategy tax and transactions EY teams ask better questions to find new answers for the complex issues facing our world today.
Required Experience:
Manager
Employment Type
Unclear
