MDM AMS Support Manager - Assistant Director (Global)

Description

MDM AMS Support Manager – Assistant Director (Global) Location: Wrocław - 2 days in office / 3 days remote Let us introduce you to the opportunity at EY GDS Poland, part of EY’s global integrated service delivery network. As a Senior in Technology Risk, you will be part of a high-performing, international team delivering IT audit and technology risk services to leading global clients. Join a fast-evolving global technology organization at EY where innovation, operational excellence and client focus come together to build a better working world. Within Core Business Services, the Data Solutions function plays a critical role in enabling enterprise-wide data platforms and applications that drive business performance and insight. The opportunity This is a strategic leadership role within Application Managed Services (AMS), responsible for overseeing Level 3 production support, vendor delivery, and operational excellence across a critical application portfolio (including MDM and MST landscape). You will act as a key bridge between EY and external service providers, ensuring high-quality service delivery, proactive operations, and continuous improvement. You will have the opportunity to shape service strategy, influence delivery outcomes, and work across global teams while managing complex stakeholder environments and mission-critical applications. What we look for A confident and collaborative leader who can balance operational rigor with strategic thinking and drive outcomes in a complex environment.

What we offer

• EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across nine locations – Argentina, Hungary, India, the 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.

Ideally, you’ll also have

• Knowledge of SQL, ETL, Azure, Databricks

• Experience in MDM or enterprise data platforms

• ITIL or relevant certifications

• Experience in professional services

Skills and attributes for success

• You will be successful in this role by combining strong service management expertise with leadership and stakeholder engagement.

Your key responsibilities

• Act as the primary escalation point for the Level 3 (L3) support team, ensuring timely resolution of critical incidents

• Serve as vendor manager and key liaison with TCS, including managing performance, resolving issues, and leading discussions on re-baselining and service improvements

• Oversee day-to-day AMS operations aligned with ITIL practices

• Coordinate maintenance activities and vulnerability management

• Ensure the team delivers the right outcomes at the right time across knowledge, maintenance, and customer communication

• Execute SQM controls and ensure compliance with SLAs and KPIs

• Participate in regular calls with MDM stakeholders

• Ensure backlog governance and prioritization

• Oversee the hosting charges budget

• Drive continuous improvement and cost optimization

• Provide 24/7 escalation support as required

To qualify for the role, you must have

• 10+ years of IT operations or service management experience

• Vendor management experience in AMS models

• Strong understanding of ITIL processes

• Experience with enterprise application or data platform support

• Strong stakeholder management and communication skills

• Financial and budgeting experience