Service Adoption Engagement and Deployment 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.

Enterprise Technology provides reliable, secure and resilient technology services and solutions to support our 400,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and top-tier technology infrastructure for EY end users.

Our aim is to create a superior customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business experts to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices and the chance to make a real impact.

The opportunity

This position is part of the Service Adoption (SA) team within I&O organisation in Enterprise Technology at EY. The team is dedicated to delivering end user technologies efficiently and ensuring users fully leverage these tools to maximize value. The Service Adoption Engagement & Deployment Lead oversees two primary sub-teams. The Engagement Team consists of 4 to 6 regional members located around the world, ensuring full time zone coverage. Each team member is responsible for aligning technology deployments and managing business change campaigns to meet both local requirements and stakeholder expectations. The Deployment Team also includes 4 to 6 members who plan, coordinate, and execute enterprise technology rollouts. Their role is to make sure deployments are prepared, align with adoption strategies, and run smoothly across all regions.

The chosen candidate will be part of the core leadership group within Service Adoption. They will help shape business change campaigns that support the implementation and uptake of new technology products among EY’s employees. This position empowers EY 400,000 professionals to adopt new working methods, creates engaging business change campaigns that connect with all users, and reinforces EY’s commitment to building a better working world.

This is a non-client facing and internal role in EY Global IT. Great flexibility to work from a home office with limited travel. This role is guided by the Service Adoption Global Engagement Lead.

Your key responsibilities

• Team Management: Supervise a team of 8 to 10 engagement and deployment professionals, overseeing workload distribution and operational activities.
• Build, Adapt & Mature Operate models for the Service Adoption organisation as it scales up to deliver all EUTX products and Services to all EY Global end users.
• Internal Alignment: A key duty will be aligning the various processes within the Service Adoption function to work efficiently together in outputting all the necessary requirements for business change delivery. This will mean open two-way communication between the communication, productivity, report, provisioning and I&O teams.
• Liaise with Clients: Engagement leads oversee the client (internal to EY – MF & EY Tech stakeholders) relationships and engage as the first point of contact. They help clients implement services and projects, define best approaches per country and help senior stakeholders (BRM, CMP, CFO) make the best decisions for continued service improvement.
• Analyze Business Data: Engagement Leads help analyse country status, review financial data, return on investment and project budgets allowing for more accurate and focused proposals. They focus on creating proposals to help engage the client’s agreement through every step of the project.
• Identify Upselling Opportunities: Engagement leads identify new concepts and develop ways to upsell and cross-sell to increase revenue and build brand awareness. The focus on obtaining business case approvals to provide funding for the delivery of projects and the continued growth of the program.
• Prepare Reports & Improve Performance: Engagement leads manage country and client reporting, keeping everyone aligned on resourcing and timescale. They help sell the achievements and goals met as well as highlight ongoing improvements for both the clients and technology.
• Senior Project Management: Due to the nature of the role, engagement & deployment lead will be managing multiple projects at any one time and working with multiple project managers and change managers. An engagement & deployment lead will routinely be expected to temporarily take over management of a project or provide updates at leadership and leadership meetings both internal and external including Steerco’s

Skills and attributes for success to qualify for the role, you must have:

Education:

• College degree in business or related technology field (Computer Science, Business Management, Communications, Organizational Change, Engineering, etc.)

Experience:

• A minimum of 15-years experience in an IT and client related work.
• A minimum of 5-years experience in senior stakeholder management and business relationship management.
• Proven experience leading, managing and growing large scale user experience and development projects.
• Experience with Microsoft platforms and applications including and not limited to: AI, Copilot, Teams, Power Platform, Telecommunication, Video Conferencing.
• Experience in varied software development methodologies, including Waterfall and Agile.

Skills:

• Strategic planning: Offer regional/country perspective to shape global solutions/ recommendations for EY member firms.
• Organisational Skills: Need to be able to multi-task and organise as will be working on multiple projects at a single point in time and to make sure deadlines are met.
• Customer Skills: Need to excel in business-to-customer relationships to succeed and build revenue while continuing to build relationships and win new clients.
• Business Acumen: Need aa key understanding to what to do in any business situation as each project will have unforeseen circumstances and challenges unique to the industry. This means being adaptable and able to adjust while providing options for implementation.
• Problem Solving Skills: When issues arise between clients, teams and projects, engagement leads must find solutions and liaise with key stakeholders to mitigate challenges, so project timelines are not affected.
• Sales: Strong sales experience is required to facilitate and negotiate financial business cases and obtain business buy-in for key programs of work.

What we look for: Individuals who have right mix of technical and business mind-set having some sales experience and stakeholder management of senior leadership.

What we offer

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:

• 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.