Service Delivery Manager Engagement Management

As a Service Delivery Manager (SDM) at EY, you will play a vital role in delivering services to the Mercury User Community by managing the end-to-end business process chains within your functional area, ensuring timely resolution of production incidents, and collaborating with various support teams and stakeholders. Your responsibilities will include: - Having detailed and specific knowledge of the relevant functional area in SAP - Managing the delivery of MST services to the Mercury user community - Representing the break-fixes in the Release review board calls - Planning and managing the functional resources of the AMS vendor - Collaborating with stakeholders across the IT Services landscape for operational support of the Mercury solution - Working closely with GPOs and process leads to develop process-specific portfolios and demand plans - Ensuring ongoing awareness of the impact of future program releases and providing input to impact assessments To qualify for this role, you must have: - Bachelors degree in a relevant discipline or equivalent work experience - Minimum of 12 years SAP experience from both implementation and support perspectives - Direct experience in managing staff, budgets, and complex IT services - Strong service management experience with good awareness of ITILv3 - Certification in the relevant function area of SAP is preferred Additionally, you should possess the following skills and attributes for success: - Significant experience of delivering operational IT support services in a multi-application environment - Strong management background with the ability to manage demanding customers and suppliers - Ability to communicate effectively across diverse stakeholders - Deep and practical ITILv3 knowledge and experience In this role, you will work in a highly integrated, globally diverse team with opportunities for continuous learning, transformative leadership, and a diverse and inclusive culture. EY is committed to providing reasonable accommodations for individuals with disabilities during the job application process and ensuring a flexible working environment for all employees. As a Service Delivery Manager (SDM) at EY, you will play a vital role in delivering services to the Mercury User Community by managing the end-to-end business process chains within your functional area, ensuring timely resolution of production incidents, and collaborating with various support teams and stakeholders. Your responsibilities will include: - Having detailed and specific knowledge of the relevant functional area in SAP - Managing the delivery of MST services to the Mercury user community - Representing the break-fixes in the Release review board calls - Planning and managing the functional resources of the AMS vendor - Collaborating with stakeholders across the IT Services landscape for operational support of the Mercury solution - Working closely with GPOs and process leads to develop process-specific portfolios and demand plans - Ensuring ongoing awareness of the impact of future program releases and providing input to impact assessments To qualify for this role, you must have: - Bachelors degree in a relevant discipline or equivalent work experience - Minimum of 12 years SAP experience from both implementation and support perspectives - Direct experience in managing staff, budgets, and complex IT services - Strong service management experience with good awareness of ITILv3 - Certification in the relevant function area of SAP is preferred Additionally, you should possess the following skills and attributes for success: - Significant experience of delivering operational IT support services in a multi-application environment - Strong management background with the ability to manage demanding customers and suppliers - Ability to communicate effectively across diverse stakeholders - Deep and practical ITILv3 knowledge and experience In this role, you will work in a highly integrated, globally diverse team with opportunities for continuous learning, transformative leadership, and a diverse and inclusive culture. EY is committed to providing reasonable accommodations for individuals with disabilities during the job application process and ensuring a flexible working environment for all employees.