Service Delivery Manager - Engagement Maintenance

Service Delivery Manager - Engagement Maintenance

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.

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 which form the backbone of the Mercury solution, namely Finance, Procurement, Service Delivery / Engagement Management, and Customer Relationship Management. As such, the SDM should have deep techno-functional experience in one or more of the in-scope functional areas. This experience should include specific and detailed knowledge of configuration in SAP, gained through both program implementation and support, and the technical integration of SAP with other applications, including data transfer and interface management via SAP PI / PO and other middleware solutions.

The SDM will have full responsibility for the end-to-end business process chains, in the functional area for which they are accountable, which are managed and executed via the Mercury solution and more particularly within SAP. From a day-to-day operational support perspective, the SDM should ensure the timely and satisfactory resolution of production impacting incidents within their own functional area or where cross-functional incidents required their input. The SDM must work closely with the functionally aligned / process aligned support teams which form part of the service delivered by the AMS vendor. Similarly, they must work closely with the IT Services Portfolio Service Delivery teams, where there are incidents involving applications which are dependent or impacted by the Mercury solution. As such, the SDM will take the lead role in the restoration of service and investigation of incidents with of critical or high priority and must ensure that specific actions are agreed and undertaken to determine the root cause and then deliver the relevant fix safely and without impact on the production environment.

As the deployment of Mercury continues beyond the pilot phase, the SDM will work closely with the Process Experts within the MST and relevant representatives from the business community and the GPOs to define the road map and portfolio for their own functional or process area. The SDM will ensure that solutions proposed by the Process Experts are technically viable and do not have any adverse impact from a technical integration perspective. They must ensure that a full impact assessment is conducted and co-ordinate the solutioning and delivery by the AMS vendor where appropriate, working closely with IT Services Portfolio Service Delivery on cross-application delivery.

The SDM will work closely with the Service Manager regarding service performance for their own functional area, agreeing action plans with the AMS functional team, as required, to help prioritize incident backlog and develop demand plans for the delivery of service requests, maintenance requests, and enhancement requests.

Your key responsibilities include :

• Detailed and specific knowledge of the relevant functional area in SAP, gained through a combination of program delivery / implementation and support
• 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, including interfaces between impacted and / or dependent applications
• 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 and take the prime responsibility for the delivery of service requests, maintenance requests, and enhancement requests
• Work closely with the Mercury program functional teams regarding the viability of business requirements and the potential impact upon the global template. Ensure ongoing awareness of the impact of future program releases across the functional area and provide input to impact assessments as required.

Skills and attributes for success include :

To qualify for the role, you must have :

Ideally, you'll also have :

What we look for :