EY · 1 week ago
Service Delivery Manager - Engagement Maintenance
Alpharetta, GA
Full-time
Hybrid
Senior Level, Lead/Staff
$111K/yr - $208K/yr
12+ years expEY is a global leader in assurance, consulting, tax, strategy, and transactions, focusing on high ethical standards and integrity among its employees. The Service Delivery Manager (SDM) will play a critical role in delivering MST services to the Mercury User Community, ensuring operational excellence and effective service management in SAP-related functional areas.
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Responsibilities
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
Qualification
Required
Bachelor's degree in a relevant discipline or equivalent work experience
Minimum of 12 years' SAP experience from both an implementation and support perspective
Direct experience in complex management activities including supplier management and the delivery of complex IT services to customers
Significant awareness of the future direction for SAP in the relevant functional area
Significant experience of developing and managing portfolio plans and planning demand in line with business priorities
Direct experience in managing staff and budgets
Strong service management experience with good awareness of ITILv3
Deep and practical ITILv3 knowledge and experience
Significant experience of delivering operational IT support services in a highly integrated, multi-application environment with multiple stakeholders
Strong management background with the ability to manage demanding customers and challenging suppliers fairly and effectively
Management of service delivery performance and compliance through agreed metrics and Service levels
Commercially astute with strong negotiation and management skills to deliver supplier performance
Ability to communicate effectively across a complex and diverse group of stakeholders
Detailed and specific knowledge of the relevant functional area in SAP, gained through a combination of program delivery / implementation and support
Preferred
Certification in the relevant function area of SAP is preferred
Experience of SAP Multi-Resource Scheduling would also be a significant advantage
Demonstrate an inclusive and globally aware mindset
Ability and flexibility to work in a virtual environment across multiple time zones
Flexibility to work non-standard hours in supporting global production systems
International travel may be needed
Benefits
Medical and dental coverage
Pension and 401(k) plans
A wide range of paid time off options
Flexible vacation policy
Designated EY Paid Holidays
Winter/Summer breaks
Personal/Family Care
Other leaves of absence when needed to support your physical, financial, and emotional well-being
Company
EY is building a better working world by creating new value for clients, people, society, the planet, while building trust in the capital markets.
10001+ employees
H1B Sponsorship
EY has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
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Trends of Total Sponsorships
2025 (10242)
2024 (9877)
2023 (10966)
2022 (9394)
2021 (5652)
2020 (8849)
Funding
Current Stage
Late StageLeadership Team
Jonathan Williamson
Chief Operating Officer
Abhishek Sen
Partner
Recent News
2026-01-16
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