Application Managed Services Manager

Application Managed Services Manager - EY GDS

Other locations: Primary Location Only

Date: 25 Sept 2026

Requisition ID: 1744671

Job Summary:

(Briefly describe the main objectives and purpose of the job. Why does the job exist? What is it expected to accomplish?)

Depending on the service line Application Managed Service Manager may be responsible for one or more portfolios, one or more critical business Applications, or a combination of both. The role owns the portfolio/application as a point of escalation, support budget management, and support delivery oversight.

Essential Functions of the Job:

(Describe essential functions, or primary duties and responsibilities. Assume the reader does not know the role or function of the job.)

Together with the AMS Lead:

• Own and be the SPOC for application managed service for a particular portfolio, sub-portfolio or application
• Governs and provides guidance to the teams for the applications in that portfolio
• Work with TCS Support team for any production issue resolutions or key deliverables
• Work with IBM Support team for any production issue resolutions or key deliverables
• Vendor Management – relationship, monitor delivery, metric compliance and overall customer satisfaction
• Liaison to the Business; Single point of contact for SDL/SDM and EY Talent IT
• Management of Support Budget (Hosting, Software)
• Project intake and demand management
• P1/P2 attendance / Escalations
• Drive continuous improvement initiatives to streamline performance management processes
• Required 24/7 on-call support (e.g. escalations, vacation, holiday, weekend coverage)
• Managing maintenance and upgrade project life cycle for SAP SuccessFactors/SAP CoreHR Modules.
• Working in a corporate IT environment with multiple disciplines to deliver projects in line with customer needs
• Working in a corporate IT environment in the Operational / Support Service Management role meeting ITIL framework

Analytical/Decision Making Responsibilities:

(Describe the kind of problems and challenges typically faced, and decisions required to perform the job, ... )

• Must be able to work within a matrix organization – balancing the needs of the service line against firm initiatives and goals
• Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
• Analyse incident trends to identify automation and optimization opportunities.
• Identify, manage and resolve complex issues, preventing escalations, where possible
• Manage, negotiate and resolve project risks effectively
• Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
• Leader and team player – sets example for project managers, business analysts and others to follow
• Create an open, honest, accountable and collaborative team environment

Knowledge and Skills Requirements:

(Describe the knowledge or skills needed to perform this job; these may be technical, managerial or behavioral in nature.)

• High level understanding of service line business processes and application landscape.
• Familiarity with HR data structures, XML configurations, and MDF frameworks
• SAP SuccessFactors Employee Central experience or certified
• Relationship management (internal & external stakeholders)
• End to end understanding of IT life cycle (pipeline, resource, demand, project delivery, financial)
• Champion of ITIL Support processes and their implementation
• 5+ years of application services and/or client/supplier relationship management in a technology environment
• Good business acumen and ability to negotiate with business partners
• Customer centric mindset and able to manage customer expectations
• Good executive presence
• Ability to develop strategic plans and translate them to actionable roadmaps
• Good financial and people leadership skills
• Initiates, builds and maintains productive customer relationships
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
• Knowledge of IT Infrastructure – Azure, Windows, SQL Server.
• Business Analysis experience in workforce management
• Basic understanding of data modelling
• Basic project management skills.Demonstrates strong understanding of scope, schedule and planning, time management, resource management and cost management.
• Knowledge of accounting and financials

Supervision Responsibilities:

(Describe the level of supervision received (i.e., the frequency of supervisory contact, degree to which the