Service Delivery Manager - Time and Expense - EY Global Delivery Services
Listed on 2026-03-09
-
IT/Tech
Systems Analyst, IT Project Manager, IT Consultant, SAP Consultant
Service Delivery Manager - Time and Expense - EY Global Delivery Services
Location:
CABA
Other locations:
Primary Location Only
Date: 4 Mar 2026
Requisition
Service Delivery Manager – Time and Expense(T&E)
Enterprise Technology provides reliable, secure, and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure.
Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists 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
The Service Delivery Manager (SDM) plays an integral and wide-ranging role in the delivery of the services provided by the MST to the Mercury User Community. An SDM is required for each of the business process or functional areas which form the backbone of the Mercury solution, namely Finance, Procurement, Service Delivery Administration - Engagement Management & Economics, and Customer Relationship Management.
As such, the SDM should have deep techno-functional experience in one or more of the in scope functional areas. This experience should include specific and detailed knowledge of configuration in SAP, gained through both program implementation and support, and the technical integration of SAP with other applications, including data transfer and interface management via SAP PI/PO and other middleware solutions.
The SDM will have full responsibility for the end-to-end business process chains, in the functional area for which they are accountable, which are managed and executed via the Mercury solution on SAP. From a day-to-day operational support perspective, the SDM should ensure the timely and satisfactory resolution of production impacting incidents within their own functional area or where cross-functional incidents required their input.
The SDM must work closely with the functionally aligned / process aligned support teams which form part of the service delivered by the AMS vendor. Similarly, they must work closely with the IT Services Portfolio Service Delivery teams, where there are incidents involving applications which are dependent or impacted by the Mercury solution. As such, the SDM will take the lead role in the restoration of service and investigation of incidents with of critical or high priority and must ensure that specific actions are agreed and undertaken to determine the root cause and then deliver the relevant fix safely and without impact on the production environment.
As the Mercury solution is moving forward with SAP RISE transformation program and SAP S4, the SDM will work closely with the Product Managers and relevant representatives from the business community and the GPOs to define the road map and portfolio for their own functional or process area. The SDM will ensure that solutions proposed by the Product Managers are technically viable and do not have any adverse impact from a technical integration perspective.
They must ensure that a full impact assessment is conducted and co-ordinate the solutioning and delivery by the AMS vendor where appropriate, working closely with IT Services Portfolio Service Delivery on cross-application delivery.
The SDM will work closely with the Service Managers regarding service performance for their own functional area, agreeing action plans with the AMS functional team, as required, to help prioritize incident backlog and develop demand plans for the delivery of service requests, maintenance requests and enhancement requests.
Your key responsibilities
- Detailed and specific knowledge of the relevant functional area in SAP, gained through a combination of program delivery / implementation and support .
- Batch monitoring, analysis and forecasting (Power BI).
- Managing SAP archiving related activities.
- SAP variant management.
- Ma…
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