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    Application Managed Service Manager - Glasgow, United Kingdom - EY

    EY
    EY Glasgow, United Kingdom

    1 month ago

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    EY background
    Description

    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

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