Service line – Senior Manager:

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About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.

Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.

The Opportunity

You will be responsible for leading large-size application managed services engagements, managing stakeholders and contractual obligations as the Service Manager.

You will be responsible to devise a sound Service management and transition plans by engaging with multidisciplinary teams, and by identifying, managing and mitigating risk

You will be responsible to develop relationships across the business to understand requirements, applying business strategies to solve business problems, with the vision to Grow, Sustain and Improve the through strong ITSM principles, process, automation, innovation and better ways of working.

You will be responsible for Service Enablement through strong Due Diligence, Service onboarding, Service Design and seamlessly Transition services to EY; Provide right level of oversight to Service operations team using ITSM leading practices for products, applications and services delivered at EY.

Your Key Responsibilities

• Stand-up the Service Operations Team and smoothly transition the services to EY.
• Manage and communicate with Client engagement stakeholders
• Conduct monthly performance reviews and quarterly business reviews and drive strategic and tactical directives at the engagement level.
• Provide service management oversight and ensure delivery of business outcomes beyond SLA
• Accountable as Service Delivery escalation point for the engagement team.
• Provide strategic alignment with Build teams for feature integration and roadmap alignment
• Drive strategic transformation and continuous improvement initiatives.
• Drive data-led insights and executive reporting to influence business decisions
• Work on financial cost priorities to ensure a balance between customer satisfaction and project objectives
• Coach the Managers and team to drive for results applying problem solving skills, architectural thinking, continuous improvements through technology and process and communication efficiency

Skills and attributes for success

As the Delivery Manager with transition experience

• Managed Services expertise (Due diligence, transition, steady state)
• Executive stakeholder engagement
• Strong executive communication & storytelling skills
• Account growth (upsell, renewals)
• Leadership of Service Managers / large teams
• Focus on business outcomes beyond SLA
• Certification in ITIL 4 foundation
• RFP / Presales support (solutioning inputs, effort validation)
• Estimation oversight (effort, cost, delivery feasibility validation)
• Delivery excellence governance (quality, consistency, best practices)
• ITSM controls & compliance (audit readiness, process adherence, governance)
• Risk & dependency management at engagement level
• Ability to lead in fast-paced, complex environments
• Cost control and financial discipline within engagement delivery
• Should be willing to travel in accordance with client and other job requirements

Ideally, you’ll also

• Certification in ITIL specialist/ ITIL expert, or Lean-Six Sigma certifications, or Prince2, or PMP from PMI
• Knowledgeable in cloud-based products Guidewire/Salesforce/SAP/Azure/GCP/AWS/cloud products
• Contribute to business development through delivery leadership, transition excellence, and practice growth
• Drive financial discipline and value realization across engagements
• Be a thought leader on outsourcing strategies and on adoption new outsourcing delivery models & trends.
• Lead large-scale outsourcing programs with strong consulting and advisory roles
• Demonstrate people management and an ability to lead outsourcing services assignments.
• People capability development and management for the practice.

What we look for

• Demonstrated expertise in leading and growing large scale Managed Services engagements
• Strong experience in stakeholder management, ability in liaisoning, troubleshooting and problem-solving skills with multiple teams with use of complex technologies.
• Proven experience in IT Service Management principles, methods and practices
• Experience Service Designing, Service Transition and Confidently articulates Service Management principles and maintains an in-depth knowledge of the are
• A bachelor's or masters degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline
• 15-20 years of experience with minimum 6 years leading large scale Managed Services projects
• Executed muti-year SOW with contract value ranging from 5-10 million USD per year
• Managed a reasonably sized team (50-100 FTEs) across locations, in an onshore-offshore model
• Experience working in multiple industries preferably Insurance/Financial services/Banking domains
• Executed Application engagements in one of the technologies - Java, .Net, Guidewire, Salesforce, SAP products on cloud.
• Have executed large scale service transition involving multiple LOBs (more than 4) and vendor (more than 4)
• Performed Due Diligence, Service Design and Service Transition and have the hands on experience in taking applications to Steady State for more than 4 clients.

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

Our Commitment: As a commitment, we persistently endeavour to embody our values, fulfil our purpose, and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.

Professional Development: From entry-level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.

People and Culture: In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. We're united by a commitment to create an environment where every individual's differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.

Benefits: Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.

How to Apply: If you are passionate to join us and are aligned with our commitment to building a better working world, we invite you to apply by completing our user-friendly form with personal and professional information and by providing your consent to data privacy.

Successful candidates advance to a competency-based interview. If mutual interest persists, a job offer awaits.

“We are an equal opportunity employer and are committed to Diversity, Equity & Inclusion”.