LEAD - Cross Functional Governance

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Assistant Director – Cross Functional Governance Lead
 

The opportunity
We are seeking Cross Functional Governance leader who will manage a group of individuals focused on ensuring product management and operations functions are compliant to KPIs and SLAs, product management processes and stage gates, drive continuous service improvements, standardize/define ITSM processes across teams.  
 

Your key responsibilities:
Core

The Cross Functional Governance leader is responsible for the effective management of a team of individuals focused on continuous improvement and ensuring consistent use of ITSM processes, SLA management, and compliance to other key processes such as product management stage gates.  They will ensure that there is consistent reporting for the organization and the organization is delivering as per processes, driving service improvement plans if necessary.  

In addition, the Cross Functional Governance lead will

• Deliver complex initiatives, with accountability for performance and results
• Manage short- and long-term projects with impact across Enterprise Technology
• Ensure we have timely communications and content available for newsletters, Yammer sites, and schedule interlock sessions
• They will ensure that the team is properly overseeing day to day service delivery inclusive of but not limited to:
  • Incident Management(Priority incidents, Stakeholder/Executive Communication, cross functional collaboration)
  • Problem & Change Management(Monitoring, Coordination, Reporting & Analysis)
  • Escalation Management(Incident, VIP support etc)
  • Service Transition(Cross team/functional collaboration - Discovery, Planning, Implementation)
  • Reporting & Governance
• They will support in the ongoing continuous improvement efforts for ideation, planning, execution, and reporting & governance
• They will leverage AI to ensure we drive improvements in an automated and streamlined approach.  
• They will ensure that internal and external service reviews are done
• Build and independently manage customer relationships across Enterprise Technology
• Applies depth of expertise to guide others and interprets internal / external issues to recommend quality solutions

Skills and attributes for success

• Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or escalating issues using advanced oral and written English communication skills.  
• Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications 
• Ability to work with people in a variety of cultures, countries and time zones
• Utilizes all aspects of Emotional Intelligence to navigate the interactions and complexities of the business environment and drive leadership performance in oneself and in others. 
• Brings proven expertise of product management and ITSM processes 
• Proven financial management skills.
• Proven experience in Service Delivery 
• Passionate, committed and determined

To qualify for the role, you must also have:

• Strong people leadership, both in managing a hierarchical organization as well as extraordinary partnering skills in influencing and negotiating across organizations
• Aligning leadership to the purpose, strategy and goals of the organization, and the allocation of resources to achieve them. Enable teams of all types, at every level of the organization, to rapidly accelerate performance, deliver consistently higher business results, and work together as unified, self-directed entities. Link organizational goals with the employees' personal goals
• Experience working with IT leadership (CIO, IT Director) and business leadership to help shape and guide the IT strategic and improvement agenda
• Capability to develop a global workforce from diverse cultures while promoting inclusiveness and teaming
• Ability to manage multiple Service Providers and manage interdependencies between external and internal Service Providers as well as Capability to manage vendor related operational tasks
• Ability to understand business drivers and customer strategy as well as developing and maintain strong relationships.
• Develops strong relationships with diverse stakeholders by anticipating needs, collaborating across teams, fostering commitment and asking for feedback. Cultivates internal and external networks and leverages them to connect stakeholders with subject-matter specialists. Finds the right cadence with stakeholders to become a trusted business advisor  

Education:

• College degree in business or related technology field 

Experience:

• 10+ years of professional experience in a similar domain
• Project/Program Management understanding and experience 
• ITSM experience, knowledge in driving improvements in process

What we offer
As 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: 

• 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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