At EY, we’re all in to shape your future with confidence. 

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. 

Join EY and help to build a better working world. 

 

The opportunity

 

The selected candidate will:

 

Support the development and deployment of a cohesive “best practice” Service Delivery Management capability for all Systems & Services that ensures an effective end-to-end support service for each application or service. Deliver reliable, best in class support services in a manner that meets our contractual obligations and delights our customers and clients. Be accountable for the transparent end to end delivery of service to customers and clients to the SLA’s, OLA’s, and contractual commitments. Act as an accountable point contact and escalation for customer and client leadership for EY’s Service Delivery. Responsible for implementation, effective and efficient execution and usage of EY’s Service Management processes and framework to deliver to the agreed Service Levels and contractual commitments. Manage communication to Client, EY and regional leadership during critical situations Manage concerns and provide updates to the Client account team and executives Develop and maintain key relationships with Clients and customers to ensure accurate and meaningful transparency is provided to executives on key issues Help resolve key intensified issues ensuring that the Client requirement is well understood by EY and provide frequent updates to both Client and EY leadership on resolution progress Maintain detailed information on EY performance and regularly review project health with Client / EY leaders for assigned regions Ensure Client’s concerns and inquiries are all addressed in a timely manner to their satisfaction Ensure that EY is best placed to deliver our contracted obligations and there is full alignment with account and EY strategy/plans Serve as executive liaison between the Client and EY (e.g. Data Operations, Tech Operations, Business Operations and Service management, etc.) Understand in-depth and communicate Client’s regional/local emerging business trends and their implications on the organization and its customers back to the EY leads. Partner with all levels of EY leadership to drive initiatives that meet and exceed Client expectations to the most efficient and cost-effective level of support. Drive strategies partnering with client and vendors to ensure world class customer support experiences Able to align EY strategies within Client’s regional/local context to a strategy that builds the EY brand. Responsible for ensuring that Client’s regional/local points of view are represented in all major transformation projects.

 

 

Your key responsibilities

 

Analytical/Decision Making - Strong analytical acumen and solution orientation to understand or define the relevance of processing metrics such as Service Level Agreements (SLA’s), Key Performance Indicators, Transformation Index, Return on Investment and others to analyze or guide EY performance discussions. Consultative questioning, influence management and critical thinking skills to understand a current problem requiring a designed remediation. Recommend viable solutions that will improve appropriate EY services or functionality in a manner that is both effective and supporting the value to Client. Support the process of determining which items should be released on an emergency need, move to high priority incidents / CR and which stay in BAU based on Client’s priorities Have extensive knowledge of EY service lines, organizations, opportunities and deliver highly valuable business outcomes from that knowledge. Day to day operational responsibility for the above Services and compliance requirements Globally or Area based. Enable the ongoing transition and transformation of Services in their area. Act as the change agent through promotion of the target operating model and the EY strategy. Manage and maintain the global/area relationships for the above Services within EY and with the client, working with the Global or Regional process owners to manage issues and manage performance against the SLAs Delivery of the EY Service management cost case for the engagement, finding opportunities for improvement both in area and globally to deliver a culture of continuous improvement Develop innovative solutions to problems without precedent. Invent new processes to achieve EY strategic business objectives that align to Client’s customer experience and to improve business performance Anticipate operational, program, implementation issues and develop detailed recommendations on preventative measures

 

 

Skills and attributes for success

 

Deep knowledge of delivery in a Service Management environment. Understanding of the engagement's, solution architecture and deal structure. Sound understanding of the EY network and Service Line to ensure delivery issues are resolved in a timely fashion. Engage/work with EY process owners from across delivery to ensure the delivery success of the engagement. Engage/work with client leadership and drive through the E2E requirements of the delivery and ensure customer expectations are met. Service Level management and understanding to be able to pre-empt delivery risk and manage mitigation. Maintain advanced interpersonal skills to engage, as an inspiring leader, with peers and other senior leaders of the firm, in cross business discussions within a matrixed geographically dispersed organization and to build a solid network for collaboration and sharing knowledge. Use these relationships to connect colleagues and challenge insightfully to improve processes, propose credible options, and position EY role in Client’s service and business management. Maintain a collaborative but firm approach with all interactions and keep discussions focused on fact-based needs and then align a strategy that satisfies those needs with measurable outputs. Manage peers, other leaders and projects by delegating work effectively and using appropriate resources. Utilize people, time and project management disciplines across a diverse culture and multiple time zones. Resolve team conflicts with a demonstrable ability to implement and communicate difficult decisions. Provide individual, team and peer mentoring as appropriate and develop capabilities within team, function and organization.

 

 

To qualify for the role, you must have

 

Over 10 years of Service Delivery experience, IT operations environment, preferably in Service Management

 

 

Ideally, you’ll also have

 

A degree in Computer Science / Engineering and/or a business-related degree

 

 

What we look for

 

A self-starter, independent-thinker, curious and creative person with ambition and passion!

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.