SLM Lead

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. 

Rank: Supervising Associate

Reports to: Functional Excellence Leader of Unified Support Services (USS)

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 Service Level Management Lead is responsible for ensuring that the IT service provider delivers services in accordance with agreed service levels. The role involves establishing and maintaining a positive relationship between the service provider and USS and managing the service level agreements (SLAs) to meet business needs. The SLM Lead plays a critical role in ensuring that IT services are delivered at the levels required to support business operations and that there is a clear understanding between the service provider and the customer regarding the expected level of service.

Your key responsibilities

• Develop and maintain SLAs for all critical IT and business services, ensuring they are clearly defined, measurable, and agreed upon by stakeholders.
• Ensure SLAs are clearly defined, measurable, achievable, relevant, and time-bound and aligns to USS objectives
• Monitor service performance against SLAs, providing regular reports to management and initiating corrective actions when necessary.
• Implement monitoring tools and processes to track and report on service performance against SLAs.
• Provide regular reports to management and customers on service performance and any breaches of SLAs.
• Act as the primary point of contact for service level-related discussions with business stakeholders.
• Participate & support in the negotiation of contracts and SLAs with vendors, ensuring terms are favourable and reflect the organization's needs.
• Manage vendor relationships, serving as the primary point of contact for escalations and performance reviews.
• Collaborate with procurement and legal teams to ensure vendor contracts are compliant with organizational policies and regulations.
• Develop and deliver training on SLM processes and the importance of adhering to SLAs.
• Communicate the goals and benefits of SLM to IT staff and business stakeholders.

Skills and attributes for success
This individual should possess a combination of technical skills, analytical abilities, and leadership attributes

To qualify for the role, you must have

• Proven experience in SLM & vendor management, procurement, or a related field.
• Strong negotiation skills and experience with contract management.
• Excellent communication and interpersonal skills, with the ability to build and maintain effective relationships.
• Analytical and problem-solving abilities to assess vendor performance and identify improvement opportunities.
• Knowledge of industry standards and best practices in vendor management.
• Strong understanding of SIAM principles and Vendor contract management
• Ability to lead and inspire a team in a fast-paced and evolving environment.
• Over 10 years of experience in IT support services, with significant leadership experience in managing large-scale vendor management.
• Strong understanding of ITIL service management frameworks with relevant certifications.
• Demonstrated experience in driving service improvement and innovation in a complex, multinational organization.
• Strategic and analytical thinker with robust problem-solving skills.
• Demonstrates an in-depth knowledge of how IT reporting & analytics solutions support customer fulfillment and productivity to achieve short- and long-term business goals

• Applies a deep understanding of Service desk and Onsite support services needs to identify critical outcomes, barriers to success, and changes in expectations or scope 
• Ability to build and maintain relationships with key leadership, building business acumen and linking business needs  
• Ability to defuse difficult conversations while maintaining confidence, transparency and trust 
• Uses in-depth knowledge of business/clients/industry, professional organizations, market trends and legislation to  identify key issues and trends and make recommendations 
• Possess innovative mindset by being open to new ideas and promoting team members to think differently 

Ideally, you’ll also have

What we look for

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• ITIL certification or equivalent experience in IT service management.
• Proven experience in service level management or a similar role.
• Strong understanding of IT service delivery and best practices in ITSM.
• SIAM foundation is a must  

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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