EY Application Managed Services - Service Delivery Manager Success Factors Canada, Ontario, Toronto 338164526
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Service Management
- Own and manage the delivery of Microsoft and AMS services across Microsoft D365
- 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
Qualifications
- Bachelor’s degree in Information Technology, Business, or related field
- ITIL Foundation certification (required); ITIL Intermediate or PMP (preferred)
- SAP SuccessFactors certification (preferred)
Microsoft Technical | 5+ years of experience managing or supporting Microsoft engagements |
Microsoft 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 |
English and French |
What We Offer
We offer a competitive compensation package where you’ll 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 that’s right for you
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.
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