USS Global Leader

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. 

Job Description

Unified Support Services Global Leader (U0 USS Global Leader)

Location: India

Rank: Director

Reports to: Infrastructure and Operations Shared Services Leader.

EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization. Fueled by a US$1.5+B investment in technology and innovation, EY is primed to guide clients in their efforts to drive sustainable growth, create new value, and build new and better ways of working. As part of Enterprise Technology, you’ll be at the forefront of integrating technology into what we do at EY. That means more growth for you, exciting learning opportunities, career choices and the chance to make a real impact.

The Opportunity

EY’s global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government like entities.

The Global Leader of Unified Support Services (USS) occupies a vital executive role responsible for the strategic direction and management of Ernst & Young’s integrated Onsite Support Services (OSTS) and Service Desk (SD). This role is at the helm of a, tiered support structure that includes over 1200 EY employees and contractors, in addition to Service Desk personnel from our managed services partner. The USS Global leader is charged with providing exceptional IT support via USS area leaders, regional leaders and local USS teams, guaranteeing that EY’s workforce of over 400,000+ individuals across 150+ countries and 700+ offices receives outstanding IT support. The USS Global leader is additionally responsible for overseeing an advanced business enablement and operations function (Functional Excellence) which will handle a variety of centralized operational tasks. These tasks include reporting and analytics, vendor management, product management, IT support knowledge management, transition management, asset management, and more, all aimed at providing support to the USS leaders and their teams. Furthermore, the USS leader will oversee the partnership with the managed services vendor, guaranteeing that the SD delivers high-quality services in line with EY's stringent service standards.

EY is seeking a forward-thinking IT executive to design, build and transform this newly envisioned group.
 

This executive must:
 

• Lead and create a customer-centric culture that focuses on innovative and best-in-class customer service design and execution
• Serve as an innovative inspiring leader to align technology solutions with customer needs to deliver an integrated customer experience
• Is responsible for best-in-class service solutions that exceed organization and customer needs and expectations
• Effectively operate in a complex global organization, collaborating with a global customer and partner groups
• Assemble and lead a high performing team with a laser focus on exceptional customer service and promotes an inclusive and mentoring culture 
   

Your key responsibilities

• Accountable for the creation and execution of an overarching global strategy for Unified Support Services (that integrates OSTS and SD functions) which supports business and customer needs and expectations, and incorporates modern digital technologies
• Owns the creation and sustainment of customer experience journey maps and gathers feedback from user and uses industry trends to refine customer journey roadmaps.
• Provides direction and support to USS Area leaders who oversees the integrated OSTS and SD support across the geographical areas.
• Collaborates with USS Regional leaders and OSTS personnel to ensure consistent and high-quality IT support for all EY personnel and contractors (in office and remote users).
• Provide guidance to the central Functional Excellence team that provides business enablement and operational support to the USS leaders and their teams.
• Responsible and accountable delivery of high-quality, responsive, and user-centric support services, maintaining and improving upon service level agreements (SLAs)
• Drive innovation in support services through the adoption of new technologies and methodologies, such as AI, automation, and self-service tools.
• Manage vendor relationships, including contract negotiations, service level management, and performance reviews to ensure value and quality of service.
• Uphold global IT security standards within the USS domain, ensuring compliance and protection of EY's information assets.
• Lead crisis management efforts for support services, ensuring rapid response and resolution to maintain business operations.
• Represent USS in executive meetings, providing updates and strategic insights to senior EY Technology stakeholders.
• Ensures cost-effective delivery of Unified Support Services to meet business and customer needs and respond with the agility required to address changing customer and business priorities
• Strong relationship building skills with executives, leaders and key partner and leaders across global EY

Skills and attributes for success

To qualify for the role, you must have
 

• Customer-obsessed—passionate about customer and support services and the impact technology capabilities can have on our customers satisfaction and productivity
• Demonstrated focus on creating and sustaining exceptional customer service
• Over 20 years of experience in IT support services, with significant leadership experience in managing global, large-scale operations.
• Experience managing a managed services vendor relationship, preferably in a Service Desk context.
• Strong understanding of ITIL service management frameworks with relevant certifications.
• Demonstrated experience in driving service improvement and innovation in a complex, multinational organization.
• Excellent communication, negotiation, and interpersonal skills, with the ability to engage effectively with all levels of the organization and external partners.
• Strategic and analytical thinker with robust problem-solving skills.
• Willingness to travel internationally as needed.
• Prior executive leadership role leading complex organizations in a professional services or consulting industry preferred but not required
• Demonstrates ability to creatively apply IT to solving business problems, with a focus on service needs and expectations
• Demonstrable experience in leading IT Support organization design management and development, and running continuous improvement programs in complex and very dynamic environment
• Demonstrates an in-depth knowledge of how IT service solutions support customer fulfillment and productivity to achieve short- and long-term business goals
• Relies on extensive experience and judgment to plan, prioritize, and accomplish goals in a high-pressure environment.
• Visible leadership skills and executive presence
• Pushes the organization to continuously improve and challenge the status quo
• Extensive experience developing, managing and adjusting the P&L of the managed group
• Demonstrated ability to develop teams through functional transformations in a fast-paced environment, including improving team skills and efficiency, and applying mentoring for talent development 

Ideally, you’ll also have

Education:

• Advanced college degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experience 

Certification Requirements (preferred):

• ITIL, PMP 

What working at EY offers:

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you  

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

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