TechOps-DE-AMS-SDM-Manager

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. 

Career Family : Delivery Manager

Role Type : Service Delivery Manager

Key Responsibilities:

• Service Management: Oversee the delivery of services to clients, ensuring that they meet quality standards and are delivered on time and within budget.
• Client Relationship Management: Build and maintain strong relationships with clients, understanding their needs and ensuring satisfaction with services provided.
• Team Leadership: Lead and manage a team of service delivery professionals, providing guidance, support, and performance management.
• Process Improvement: Identify opportunities for process improvements and implement best practices to enhance service delivery efficiency and effectiveness.
• Reporting and Analysis: Monitor service delivery metrics and prepare reports for senior management, highlighting performance against KPIs and areas for improvement.
• Risk Management: Identify potential risks in service delivery and develop mitigation strategies to minimize impact on clients and the organization.
• Collaboration: Work closely with other departments, such as sales, operations, and IT, to ensure seamless service delivery and client satisfaction.
• Reviews SOW and suggests changes to the engagement manager
• Manage incoming tickets triage & SLAs
• Accountable for adherence to Infosec requirements
• Accountable for DR/BCP Readiness
• Ownership of adherence – in line with agreed SOW, in line with security policies, cost & schedule
• Plans for training of staff on new technologies & new staff members
• Ensure that scope and business needs of project meet the budget
• Monitor customer satisfaction metrics on a regular basis, ensuring that client expectations are met
• Analyse trends, Facilitate and work with the project team on creating solutions to improve customer satisfaction
• Respond to out of hours support – planned & adhoc

Skills and attributes for success

• At least one year of experience with managing solutions based on Cloud (must have)
• General working knowledge with the Microsoft Azure or AWS or Google Cloud Platform
• Familiarity with the Java framework, SQL Server and design/architectural patterns (e.g. Model-View-Controller (MVC))
• Excellent troubleshooting and communication skills
• Attention to detail
• Should have understanding and experience of software development best practices.
• Familiarity with ITIL Process
• Excellent business communication skills
• Education in Information Technology or equivalent working experience
• Have exposure to working 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.

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.