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Technology – Operations & Service Delivery – Support Services – SAP Delivery Manager

EY's Technology Operations Managed Services team (Tech Ops) works with some of the world's largest companies. Our solution is being built out to encompass application managed services, digital solutions including custom development and bespoke solutions. The solution team caters to account teams and clients in all sectors with an emphasis on the larger, more complex managed service deals. The team is responsible for building the business into a significant solution for the firm, achieving target margin and revenue targets and driving innovative solutions to ensure EY retains a foothold in the market.

The opportunity

In our Technology Operations and Service Delivery practice, this role is pivotal in ensuring the smooth operation and support of our technology solutions. As a Senior Support Services professional, you will be at the forefront of delivering quality support and resolving issues that impact key business processes, products, and services. This position offers the chance to contribute to initiatives that drive continuous improvement and the adoption of automation at scale. You will be responsible for running, maintaining, and supporting technology projects post-transition, ensuring successful deployment to the user community.

This role blends SAP Managed Services Team Management/Account Management with hands-on functional ownership, requiring both people management excellence and deep SAP functional expertise in at least one core business domain.

Your key responsibilities

In this role, you will spend your time across various critical responsibilities, including:

• Delivering quality support and resolving issues within the context of key business processes.

• Providing hands-on SAP functional leadership and issue resolution within one primary domain (Finance & Controlling, Supply Chain Management, Procurement, or Order-to-Cash).

• Contributing to initiatives that drive continuous improvement and standardization.

• Ensuring adherence to service level agreements and operational level agreements established by service delivery.

• Leading and managing cross‑location SAP delivery teams across onshore, nearshore, and offshore resources, ensuring effective utilization, engagement, and performance management.

• Serving as an escalation point for complex functional and operational issues, driving root cause analysis and sustainable solutions.

• Partnering closely with client stakeholders to align SAP operations with business outcomes and value realization.

You will face challenges that require analytical thinking and problem-solving skills, providing you with opportunities to learn and grow in a dynamic environment. This role may require regular travel as needed by external clients, and you will actively participate in client working sessions on a daily basis.

Skills and attributes for success

To excel in this role, you should possess the following skills and experience:

• Experience with SAP ERP systems either functional or technical, preferably S/4HANA, RISE and/or GROW.

• Strong hands-on SAP functional expertise in at least one core area: Finance & Controlling (FICO), Supply Chain (SCM), Procurement, or Order-to-Cash (OTC).

• Experience managing SAP delivery teams, offshore experience, and driving offshore delivery.

• Proven ability to lead, coach, and develop globally distributed teams (onshore, nearshore, offshore).

• Strong customer orientation and experience in customer support operations.

• Proficiency in application management ITIL processes and technology service management.

• Excellent communication skills, with the ability to build and manage relationships effectively.

• Critical thinking and complex problem-solving abilities.

To qualify for the role, you must have

• A Bachelor’s degree (4-year degree).

• Typically, no less than 5–7 years of relevant experience in SAP Operations, running SAP projects, or both.

• Expertise in Application Management is essential.

• Demonstrated experience in SAP Managed Services or AMS operating models.

• Knowledgeable of Agile terminology and Agile methods.

• Strong customer orientation and experience in Customer Support Operations are required.

• A solid understanding of Data Delivery and Management is necessary.

• Proficiency in Stakeholder Management is important.

• Familiarity with Technology Ecosystem Operations is crucial.

• Experience in Technology Service Management is necessary.

• Strong Troubleshooting and Triage skills are expected.

• Excellence in Building and Managing Relationships is essential.

• The ability to establish Client Trust and Value is crucial.

• Strong communication skills, particularly in Communicating With Impact, are required.

• Digital Fluency is a key requirement for this role.

• Emotional Agility is important for navigating complex situations.

• Proficiency in Hybrid Collaboration is valued.

• Strong Complex Problem-Solving abilities are essential.

• Critical Thinking skills are necessary for success in this role.

• A focus on Driving Outcomes is required.

• Learning Agility to adapt to new challenges is important.

Ideally, you’ll also have

• Experience in managing technology projects and post-transition support.

• A proven track record of delivering quality support in a fast-paced environment.

• Familiarity with automation tools and continuous improvement methodologies.

• Experience balancing people leadership responsibilities with hands-on SAP functional delivery.

What we look for

We seek individuals who are proactive, adaptable, and eager to learn. Top performers in this role demonstrate a commitment to excellence and possess strong analytical skills, enabling them to navigate complex challenges effectively. They are trusted SAP leaders who can both lead teams and deeply engage in SAP functional problem‑solving when needed.