Service Delivery Manager / Managed Services Lead - HR Technology & Workforce Operations

As a Service Delivery Manager / Managed Services Lead, you will help shape, transition and run a scalable managed services capability for EY clients. You will be responsible for service performance, governance, escalation management and continuous improvement of the delivery model.

You will play a key role in building a service-oriented business line that combines GDS delivery scale with strong client confidence, operational discipline and measurable service value.

Your key responsibilities

• As a service lead, you will manage delivery governance, stakeholder relationships and operational performance across one or more managed services engagements.

• Lead service delivery governance, including SLA oversight, service reporting, issue escalation and operational risk management.

• Support transition, onboarding and stabilization of new managed services scope, including knowledge transfer and operating model setup.

• Coordinate capacity planning, workload management and delivery quality across junior and senior specialists.

• Act as the key operational contact for clients, local market stakeholders and internal EY teams.

• Drive continuous improvement, standardization, productivity initiatives and service maturity development.

Skills and attributes for success

• You will succeed by bringing strong managed services leadership, commercial awareness and the ability to translate client needs into a reliable operating model.

• Strong knowledge of managed services, BPO, shared services or AMS delivery models.

• Excellent stakeholder management, escalation handling and service governance skills.

• Ability to manage performance through SLAs, KPIs, reporting, capacity planning and service improvement actions.

To qualify for the role, you must have

• Experience leading managed services, BPO, shared services, application support, HR operations or technology support teams.

• Experience with service transition, governance, escalation management and client-facing delivery management.

• Strong English communication skills and ability to work with senior stakeholders in an international environment.

• Ability to build operating discipline, manage service quality and support team development.

Ideally, you’ll also have

• German language capability for local market, end-user or client-facing interaction.

• Experience in HR technology, Time & Attendance, workforce management, payroll operations or related enterprise platforms.

• Familiarity with SAP, SAP SuccessFactors, SAP HCM, Workday, UKG/Kronos, ATOSS, GFOS, Adicom, Intrakey, Shyftplan, ServiceNow, Jira or similar tools.

What we look for

We look for service leaders who can build confidence with clients, create structure for teams and turn operational delivery into a scalable business capability. The right person combines service mindset, pragmatic leadership and the ability to grow a managed services model beyond one platform or one client.

What we offer

• 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.