Application Managed Service Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

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 our 280,000 EY people. As part of Enterprise Technology, you'll be at the forefront of enabling innovative technologies including emerging collaboration tools and top-tier technology infrastructure.

Our aim is to create a superior customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business experts 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 opportunity

Depending on the service line the Application Maintenance and Support (AMS) Manager may be responsible for one or more portfolios, one or more critical business Applications, or a combination of both. The role owns the performance and service management for a sub-portfolio/application. Working hand in hand with 3rd party supplier(s), they act as a point of escalation, budget management, and delivery oversight for their scope.

Your key responsibilities

Together with the AMS Lead:

• Own and be the single point of contact (SPOC) for Application Maintenance and Support for a particular portfolio, sub-portfolio or application
• Governs and provides guidance to the teams for the applications in that portfolio
• Work with 3rd party suppliers Support Manager for any issue resolutions
• Vendor Management - relationship, monitor delivery, metric compliance and overall customer satisfaction.
• Provide Service Level Agreements (SLA) exceptions (if any)
• Liaison to the Business; Single point of contact for Service Delivery Lead/Manager (SDL/SDM) and Global Infrastructure Services (GIS)
• Management of Support Budget (Hosting, Software)
• Project intake and demand management
• Attend and be the contact point for P1S1 attendance / escalations

Skills and attributes for success

• High level understanding of service line business processes and application landscape.
• Relationship management (internal & external stakeholders).
• End to end understanding of IT life cycle (pipeline, resource, demand, project delivery, financial).
• Champion of IT Infrastructure Library (ITIL) Support processes and their implementation.
• Good business acumen and ability to negotiate with business partners.
• Strong customer orientation and able to manage customer expectations.
• Ability to develop strategic plans and translate them to actionable roadmaps.
• Good financial and people leadership skills.
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.

To qualify for the role you must have

• A degree in Computer Science and/or a business-related degree; or equivalent work experience.
• Significant experience in a customer service role and business management role.
• Work experience in a professional services industry, preferred.

Ideally, you'll also have

• Certifications in the following industry practices would be a plus (ITIL, BPM, etc).

What we look for

We are looking for a dynamic, motivated individual to join our team. You will have the ability to work well with others, recognising the value of building relationships with stakeholders and vendors.

What we offer

As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here's a snapshot of what we offer:

• Continuous learning: You'll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We'll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We'll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You'll be embraced for who you are and empowered to use your voice to help others find theirs.

Please apply to this role only through the 'Apply' link (not through the local office). Your application will then be routed to the appropriate recruiting team.

The exceptional EY experience. It's yours to build.

EY | Building a better working world

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.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.