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.


Role name and description
SAP FICO Senior consultant - Service Delivery Manager
The Service Delivery Manager (SDM) plays an integral and wide-ranging role in the delivery of the services provided by the Support Team to the User Community. An SDM is required for each of the business process or functional areas which form the backbone of the EY solution, namely Finance, Procurement, Service Delivery / Engagement Management 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 opportunity
To join an organization owned by the business and IT, the Mercury Support Team is a centralized and global organization which will provide operational support for the delivered EY Mercury solution and manage and support the Mercury user community. The MST will play an integral role in governance of the Mercury solution and the global template from both a business and IT perspective and will evolve to work closely with the business in enabling the benefit and value to be realized from the investment in Program Mercury and to set the future direction and technology road map to support future development.

Your key responsibilities

• Manage the delivery of MST services to the Mercury user community from a functional perspective
• Manage the functional resources of the AMS vendor in terms of resource planning, demand management and the prioritization of workload
• Manage stakeholders across the EY Technology landscape regarding the the operational support of the Mercury solution, with a particular focus on technical integration, including interfaces between impacted and / or dependent applications
• Work closely with the GLOBAL PROCESS OWNERs and process leads to develop process specific portfolios and demand plans for the relevant functional areas of the Mercury solution and take the prime responsibility for the delivery of service requests, maintenance requests and enhancement requests
• Make informed judgments and take appropriate action regarding issues which may potentially impact the quality of services delivered by the MST across the relevant functional area
• Analyze requirements from the business and take appropriate steps to define action plans which are detailed, meaningful and set expectations appropriately with the business
• Analyze service performance based on data provided and interpret the data to determine the quality of the service – validate this against the user perception of the service
• Determine when it is appropriate to escalate and use judgement and experience and to determine the most effective course of action
• Work in US time shift zone

Skills and attributes for success

• The Functional Support Lead will work mainly on Finance Incidents, Service request, CR’s, PRB’s. Worked in multi-team/cultural environment and has global exposure. Planing the deliverables proactively, following up with different stakeholders via meeting and driving the deliverables.
• Working and coordinating closely with the Service Manager 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.
• One of the most fundamental areas of the Mercury solution is Service Delivery Finance (FIN) which includes New General Ledger and Vendor Invoice Management. Based on this scope, the FIN Service Delivery Manager is required to have relevant, similar experience from the following areas of SAP:
  • Required Skills
    • o SAP FICO – Majorly Finance and higher level understanding of CO
    • o Cross Module understanding like FI-SD, FI-MM, FI-Projects
    • o SAP Taxation-GST,
    • o SAP BCM- Business Communication Management
  • Nice to have Skills
    • SAP BPC – Financial Consolidation
    • SAP VIM
    • Third System/Tool/Interfaces like Thompson Reuters, Winshuttle,
    • C- Series, EFT/IFT, Fides
    • Brazil Taxation, SAF-T
• Significant experience of delivering operational IT support services in a highly integrated, multi-application environment with multiple stakeholders
• Strong management background with the ability to manage demanding customers and challenging suppliers fairly and effectively
• Management of service delivery performance and compliance through agreed metrics and Service levels
• Commercially astute with strong negotiation and management skills to deliver supplier performance
• Ability to communicate effectively across a complex and diverse group of stakeholders
• Deep and practical ITILv3 knowledge and experience

To qualify for the role, you must have

• Minimum of 6 years’ SAP experience from both an implementation and support perspective
• Direct experience in complex management activities including supplier management and the delivery of complex EY Technology to customers
• Significant awareness of the future direction for SAP in the relevant functional area
• Significant experience of developing and managing portfolio plans and planning demand in line with business priorities
• Direct experience in managing staff and budgets
• Strong service management experience with good awareness of ITILv3

What we look for

• Demonstrate an inclusive and globally aware mindset
• Ability and flexibility to work in a virtual environment across multiple time zones
• Flexibility to work non-standard hours in supporting global production systems.
• International travel may be needed.

What we offer
EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across ten locations – Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• 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.

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.