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Career Family Technology Consulting

Role Type Service Delivery Manager- Client Services Technical Consultant

The opportunity

As the lead of Technology Support team, you will be responsible for leading the team that provides first and second level technical support to our customers using one of the leading Wealth & Asset Management platform. Your role will be essential in ensuring our customers' satisfaction and loyalty by efficiently resolving their problems and providing high-quality assistance.

In addition to this, You will be responsible for leading large/mid-size application managed services engagements, managing stakeholders and contractual obligations as the Service Manager and to Create sound Service management and transition plans by engaging with multidisciplinary teams, and by identifying, managing, and mitigating risk.

You also will be responsible for Service introduction, Service onboarding, Service Design, Service Transition, Service Management consulting and Presales activities using ITSM leading practices for products, applications and services delivered at EY.

Your key responsibilities

• ► Responding to customer requests by telephone, e-mail or through a ticketing system, providing 2nd line application support for production issues from initial contact through to resolution and documentation, including root-cause identification and preventative action, collaborating with business users and technology teams to resolve issues in a timely manner with appropriate solutions.
• ► Updating / enhancing client specific configurations
• ► As familiarity with the platform grows, analysing customer business requirements and identifying solutions using the applications and systems available, collaborating with development teams to resolve complex issues and implement system enhancements.
• ► Manage customer data: reference the authorizations and portfolio rights assigned to customer users, and supervise the maintenance of the asset repository with the Global Data Management teams.
• ► Customer training: Participate in the training of new users on our platform, guiding them through key functionalities and helping them solve common problems
• ► Documentation: Contribute to the creation and updating of the knowledge base by documenting frequently encountered problems, solutions and best practices, in order to facilitate rapid problem resolution.
• Follow-up and escalation: Ensure regular follow-up of customer issues to ensure they are resolved satisfactorily and in a timely manner. If necessary, escalate complex issues to the development team or other relevant departments.
• Monitoring and management of KPIs (Key of Performance Indicators)
• Continuous improvement: Identify trends and gaps in customer support, and suggest improvements to optimize processes and the overall support experience.
• Experience in working in Wealth & Asset Management platforms including Order Management, Middle Office, Portfolio Management will be an added advantage

Skills and attributes for success

As the Service Delivery Manager,

• Focus on keeping stakeholders satisfied with the IT services through managing projects or enhancements, fixing application issues and tracking service metrics.
• Experience in Production Support, System performance & reporting, Batch Monitoring, IT Availability etc
• Experience in Managing and supporting Wealth and Asset Management platform will be a high advantage
• Lead a motivated and skilled team of Business Analyst, Application Developers and Technical Architects responsible for getting services delivered to the client.
• Should be well conversant with ITSM & Service Management frameworks.
• Should have expertise in setting up and running of Managed Services / outsourced projects – key exposure areas are Due Diligence, Service Transition, Steady state attainment and ongoing continuous improvement.
• Ability to multitask and work in a fast-paced, collaborative team environment.
• Excellent written and oral communication skills, writing, publishing and conference-level presentation skills a plus.
• Should be willing to travel in accordance with client and other job requirements.

To qualify for the role, you must have.

• Relevant university degree, preference for finance, mathematics, physics, computer science, or related degrees
• 10+ years of experience as a Service Delivery manager in Production support, monitoring and incident resolution & management
• Experience in working SLA/KPI based environment.
• Executed muti-year SOW with contract value ranging from 1-3 million USD per year.
• Managed a reasonably sized team (8-15 FTEs) across locations, in an onshore-offshore model.
• Managed at least 10-15 SLA/KPIs and Implementing Continuous Improvements.
• Experience Working in multiple industries preferably Banking/Financial services/Insurance domains.
• Knowledgeable in executing AMS engagements in one of the technologies - SAP, Java, .Net, SaaS products on Cloud.
• Participated and contributes the RFP Pre-sales activities
• Should have expertise in Due Diligence, Transitions, Service Design and has hands on experience in taking applications to Steady State in Mandatory

Ideally, you’ll also have

• Knowledgeable on Java, or .Net or SaaS products on Cloud.
• Certification in ITILV3 or ITIL V4, , Lean-Six Sigma certifications, Prince2, PMP, or SaaS products
• Deliver outsourcing programmes, demonstrate expert consulting skills and advanced level of industry.
• Expertise to support delivery to clients.
• Perform an appropriate role in business development in terms of presales and practice development. for example, presales, internal engagement and / or knowledge management
• Supervise financial management of engagements to deliver value to clients and to the firm.
• Be a thought leader on outsourcing strategies and on adoption new outsourcing delivery models & trends.
• Demonstrate people management and an ability to lead outsourcing services assignments.
• People capability development and management for the practice.
• Should be willing to work in shifts and on-call support.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland, and the UK – 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.

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