CT Service Delivery Manager
Company: EY
Location: Hoboken
Posted on: May 12, 2022
|
|
Job Description:
At EY, you'll have the chance to build a career as unique as you
are, with the global scale, support, inclusive culture and
technology to become the best version of you. And we're counting on
your unique voice and perspective to help EY become even better,
too. Join us and build an exceptional experience for yourself, and
a better working world for all.Fueled by strategic investment in
technology and innovation, Client Technology seeks to drive growth
opportunities and solve complex business problems for our clients
through building a robust platform for business and powerful
product engine that are integral to innovation at scale. You will
work with technologists and business specialists, blending EY's
deep industry knowledge and innovative ideas with our platforms,
capabilities, and technical expertise. As a champion for change and
growth, you will be at the forefront of integrating emerging
technologies from AI to Data Analytics into every corner of 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 opportunityThe 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--- - - -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 8 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!What we offerAs part of this role, you'll work
in a highly integrated, global team with the opportunity and tools
to grow, develop and drive your career forward. Here, you can
combine global opportunity with flexible working. The EY benefits
package goes above and beyond too, focusing on your physical,
emotional, financial and social well-being. Your recruiter can talk
to you about the benefits available in your country. Here's a
snapshot of what we offer: -
Keywords: EY, Hoboken , CT Service Delivery Manager, Executive , Hoboken, New Jersey
Click
here to apply!
|