SAP Basis Team Lead - Associate Director

EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated into the client services we deliver and are key to our innovation as an organization. Fueled by a US$1.5+B investment in technology and innovation, EY is primed to guide clients in their efforts to drive sustainable growth, create new value, and build new and better ways of working. As part of Enterprise Technology, you’ll be at the forefront of integrating technology into what we do at EY. That means more growth for you, exciting learning opportunities, career choices and the chance to make a real impact.

The Opportunity

EY’s Global Enterprise Technology provides reliable, secure, and resilient technology services and solutions to support over 400,000+ 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 MST is a combined technology and finance team that provides support for EY's Mercury practice management tools, as well as other global and local finance tools. The purpose of the MST is to provide exceptional financial and integrated systems support and knowledge to enable the EY business while the ambition is to be viewed across EY as a valued business partner and as a premier choice for career growth.

The Technical Operations team is a core function of the MST. Within the Technical Operations stream, the MST Basis team is responsible for administration, upgrades and operational readiness of supported systems.  The position plays a role in highly regulated controls, manages outsourced vendors, transport management, performance management, and plays a key leadership role within the MST Technical Operations.

EY is seeking a forward-thinking IT executive to lead the current SAP Basis team ensuring support excellence while managing a transition to SAP RISE and eventually S/4 HANA.

This executive must:

• Lead and create a customer-centric culture that focuses on innovative and best-in-class customer service operations and execution
• Serve as an innovative inspiring leader to align technology solutions with customer needs to deliver an integrated customer experience
• Is responsible for best-in-class service solutions that exceed organization and customer needs and expectations
• Effectively operate in a complex global organization, collaborating with a global customer and partner groups
• Assemble and lead a high performing teams with a laser focus on exceptional customer service and promotes an inclusive and mentoring culture 
  
  

Your key responsibilities

• Prioritize activities and allocate resources to oversee the support of incidents, changes, problems, service requests, enhancements, operational requests, and LSTRs within the Basis area.
• Serve as the escalation point for the Basis area, understanding and assessing the financial impacts of major incidents, and communicating status to the business in a timely manner.
• Define the direction of the process area and its portfolio of initiatives, managing impacts to other processes and products.
• Execute internal and external controls to support audit compliance for the process area.
• Manage AMS operational resources in terms of resource planning, demand management, and prioritization of workload.
• Provide environment strategy for releases and refreshes.
• Provide vendor management support for contractor resources supporting the process area.
• Actively participate as the lead for service reviews, operational calls, etc., overseeing SLA compliance.
• Serve as the primary interface with senior Mercury stakeholders as the Technology Owner.
• Manage the environment strategy for both N and N+1 landscapes taking in consideration from multiple competing initiatives.
• Manage over the SAP hosted PaaS Business Technology Platform support team and infrastructure.

Skills and attributes for success

To qualify for the role, you must have

• Customer-obsessed—passionate about customer and support services and the impact technology capabilities can have on customer satisfaction and productivity.
• Demonstrated focus on creating and sustaining exceptional customer service.
• Minimum of 10 to 15 years of technical or functional experience in SAP Basis, including technical skills, operational knowledge and support services/ITIL.
• Minimum of 5 years of experience managing a team in a complex global organization with cross-cultural team members.
• Experience with SAP’s Business Technology Platform and on-prem replication methods.
• Excellent written and verbal communication skills, with the ability to effectively engage Mercury stakeholders.
• Strategic and analytical thinker with robust problem-solving skills.
• Ability to travel as needed, including internationally.
• Demonstrates the ability to creatively apply IT to solve business problems, focusing on service needs and expectations.
• Visible leadership skills to achieve short- and long-term business goals.
• Demonstrated ability to manage and develop team resources through consistent guidance, feedback, and coaching.
• Strong knowledge of the product area.
• Oversee activities within the SAP Basis area, including enhancing team skills and efficiency.
• Ability to identify, manage, and resolve critical technical and functional business issues.
• Self-directed, seeking consultation and guidance from leadership as appropriate.

Ideally, you’ll also have

Education:

• Advanced college degree in Finance, Business, or a related technology field (Computer, Engineering, Science, etc.) or comparable job experience 

Certification Requirements (preferred):

• ITIL, PMP