Service Coordination Manager

Location: Wrocław - 2 days in office / 3 days remote

Let us introduce you the job offer by EY GDS Poland – a member of the global integrated service delivery center network by EY.

This role reports to the Global Associate Director who leads the EY Secure Access / Office Technology team, providing support across the product teams. EY Secure Access manages a portfolio of In-office solutions, including physical access (secure cameras, building access), secure print and scan, and digital lockers. Our technology team plays a crucial role in ensuring that onsite EY users can securely access the devices and equipment they need with minimal friction.

The opportunity

The Service Coordination Manager has overall responsibility for managing Secure Access service delivery in EY offices and work locations globally. The manager is responsible for the service lifecycle, including pre-sales and post-sales support for contract renewals, fleet refreshes, and onboarding new participants into the managed services programs. As the manager for the Service Delivery team, this role orchestrates service reviews for both our Secure Access locations, assists with the resolution of service issues, manages supply chain and vendor relationships, and ensures service delivery quality. The manager coordinates with OSTS and PMO teams to resolve issues and achieve superior service outcomes.

Your key responsibilities

The Services Coordination Manager reports to the Secure Access Product Manager and:

• Has primary financial responsibility for managing Secure Access service renewals and onboarding new customers
• Maintains strong, positive relationships with EY member firms and offices, orchestrating quarterly business reviews and proactively addressing local needs
• Manages pre-sales and post-sales activities
• Oversees the liaison between vendors and EY Secure Access program participants, serving as a consultant in issue resolution and performance optimization (e.g., cost management)
• Works with PMO to manage project costs, mitigate risks, and assist with local coordination
• Partners with BRMs and service managers for Office Technology, OSTS, Compute, and PMO to ensure smooth delivery of new services and high-quality support for existing ones
• Provides feedback to product managers based on customer interactions, suggesting ways to improve the Secure Access services or its products
• Manages and monitors support performance metrics for EY offices and workspaces
• Works to build and execute processes that drive product industrialization
• Assists with asset control and decommissioning of EOL or legacy products
• Manages the vendors and teams that support EY’s Secure Access products to provide optimal service

Other requirements

• The role has a global scope and requires periodic early or late meetings to support global stakeholders and manage escalated issues
• Some minimal travel may be required to support planned activities

Skills and attributes for success

• Strong social networking skills and an avid communicator
• Credible history of working with and serving senior stakeholders
• Superior organizational skills, including contact management, pipeline management, and archival of sales and contractual data
• High ownership and ability to drive results in a heavily matrixed work environment
• Adapts personal communication style to others, develops rapport, and remains calm under pressure or when escalating issues, using advanced oral and written English communication skills
• Solid background in IT service delivery with a good grasp of technical topics
• Ability to create and revise basic marketing materials, adapting them to local requirements
• Good grasp of business cases, TCOs, and financial analysis
• Experience delivering services remotely in a geographically distributed environment
• Strong verbal and written skills, including cross-cultural communication and the ability to draft effective communications
• Utilizes all aspects of Emotional Intelligence to navigate business interactions and drive leadership performance in oneself and others
• Proven expertise in product management
• Proven financial management skills
• Proven experience in service delivery
• Passionate, committed, and determined

To qualify for the role, you must have

Education:

• Bachelor’s Degree in Information Technology or Business Management (or degree plus comparable experience)

Experience:

• Experience in product management and/or global team management roles.

Certification Requirements:

• N/A (but PMP, Agile, or technical certifications are a plus)

Desirable Technical Skills:

• Experience with MS Office products, including Teams, Excel, PowerPoint, Word, and Outlook
• Experience managing Microsoft collaboration products like Teams

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.

About EY

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

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