About Program Mercury
Program Mercury is a large, multi-year, enterprise-wide process transformation that will replace more than 1400 EY business systems and related processes with an integrated, SAP centric platform that will standardize and harmonize activities throughout the organization and significantly improve how EY manages its business. Program Mercury is a key enabler of EY's Vision 2020, directly supporting the efforts of a number of transformation initiatives across the Firm by streamlining the application portfolio, reducing operating costs and providing a platform to deliver services more efficiently.
About the Mercury Support Team (MST)
As an organization jointly owned by the business and IT, the MST is a centralized and global organization which will provide operational support for the delivered 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 furture direction and technology road map to support Vision 2020.
The Technology Workstream is one of the six core functions of the MST. Within the technology stream the service delivery management function will provide an appropriately resourced and skilled organization that will:
- accept the delivered Mercury solution from the Program and provide integrated, seamless functional and technical support
- take accountability for the delivered Mercury solution and deliver services, in line with defined service targets, to the Mercury user community
- act as the single point of contact for vendors delivering support services across the integrated Mercury application landscape
- enable the Program Team to focus on the continued deployment of the global template and ongoing localization requirements.
Job Summary:
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 / 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 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 and more particularly within 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 EY Technology 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 deployment of Mercury continues beyond the pilot phase, the SDM will work closely with the Process Experts within the MST and relevant representatives from the business community and the GLOBAL PROCESS OWNERs to define the road map and portfolio for their own functional or process area. The SDM will ensure that solutions proposed by the Process Experts 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 EY Technology Portfolio Service Delivery on cross-application delivery.
The SDM will work 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.
