Service Design consultant - Supervising Associate

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. 

Service Design consultant - Supervising Associate

The opportunity

• The Service Design consultant is responsible for defining the transition solution to meet desired outcomes for the customer and is accountable to ensure all deliverables, not limited to but including, successful planning, creation, build, development and co-ordination of all tasks related to the transition, configuration management, Application Portfolio and Technical Portfolio. 
• To define and publish an identified framework compliant Configuration management process responsible for providing a single consistent and updated source of information on all of the agreed services provided to the business
• Manage the information contained within the Configuration Management System and ensure that is accurate and reflects the current details, status and dependencies of all services that are being run and service being transitioned into the live environment
• The Lead will serve as the focal point for the respective portfolios ensuring that a pipeline is defined and reviewed with Global Operations so that the support team are ready to support the product / service post completion of transition activities.
• Responsible to ensure that the team meets relevant industry standard benchmarks for delivery (cost, utilization) and Enterprise Service Management metrics around configuration management
• Ensure that the process, roles, responsibilities and documentation are regularly reviewed and audited
• Responsible for identifying and driving improvements / efficiency opportunities through
• Although not expected to be technically hands on around configuration and build, a technical background is a must to provide experience with regards to the challenges that will be faced. Adherence to protocols, governance, best practice and work with vendors must be demonstrated by this individual.

Your key responsibilities

• Clear communication skills and evidence of delivering to executive stakeholders while handling large- scale teleconference meetings and deliveries. Able to adapt to live changing scenarios and questions while maintaining a calm, controlled, focused and guided teleconference meeting.
• Ability to work on own initiative and showcase clear experience in ServiceNow & Configuration Management / Transition Management and the processes that interface with the transition delivery.
• Ensure that the process, roles, responsibilities and documentation are regularly reviewed and audited
• Function as a point of escalation when required
• Facilitate the process design
• Define Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the process and design reporting specification 
• Evidence of delivering Warranty to large projects with the ability to control and lead as a Technical Coordinator.
• Contribute to the business readiness plan, taking into consideration IT deployment, data migration, capability deployment (training and engagement activities) and any business activities required to integrate new processes or jobs into the ’business as usual’ environment.
• Tangibly define and monitor the effectiveness of implementations and ensures that appropriate recommendations for change are made.
• Coordinate and facilitate Service Catalog Management meetings to assess Service Catalog quality and value and to address any actionable gaps
• Oversee the transfer of key information necessary for the support, operation and acceptance of solutions deployed into production.  This includes operational readiness, support documentation and acceptance checklists.
• Ensure service transition is planned and executed to schedule, budget and scope
• Support the team as needed and ensure quality, fit for purpose transition plans including infrastructure/application support models, change management, learning & communication deliverables 
• Support the team as needed to complete installation activities, providing effective team leadership, including information flow to and from operations during project work
• Monitor the effectiveness of installations and ensures that appropriate recommendations for change are made
• Support the team as needed to assess, analyze, develop, document and implement changes based on requests for change
• Contribute to business case and ROM estimates for complex projects
• Promotes awareness across the team of transition planning and support process and strategy

Skills and attributes for success

• Excellent interpersonal, communication, and organizational skills 
• Very good understanding of the customer strategy, services and business processes 
• Ability to work and team effectively with IT Services groups and other management personnel including on a global, virtual basis
• Should have knowledge on TPM, APM and Configuration Management System
• Service strategy and deployment
• Knowledge of service transition methodology, tools and templates 
• Track record of customer focus, based on openness, trust, and delivering on promises
• Experience across packaged and bespoke systems and infrastructure, ideally on an international basis
• Management skills to oversee more than one transition simultaneously
• IT background with experience across the systems development life cycle with experience in different project phases
• Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing
• Demonstrates commitment to IT methodologies, processes and standards for transition planning and support
• Direct supervision provided by the respective leader; frequency on a weekly or as-needed basis
• Coaches, mentors and supports less experienced transition managers

To qualify for the role you must have

• Ability to assess, report and manage complex service transition risks
• Demonstrate mastery of the process competency principles and practices
• Ability to identify, escalate and manage project risks
• Develop relationships across EY Technology

Ideally, you’ll also have

• 10 to 15 years in a corporate IT environment 
• 5 to 10 years’ experience in transition project management or related technical field (application development, deployment/implementation and infrastructure)
• Should have worked on TPM, APM and Configuration Management System
• Work experience in a professional services industry, preferred.
• A degree in Computer Science or a related discipline; or equivalent work experience
• Project management certification is preferred (PMI)
• ITIL 4 framework and Service Catalog Management process
• ServiceNow Configuration related certification(s)
• ITSM and reporting tools (Service Now, Power BI, excel etc)
• Stakeholder management
• Basic tool administration skills
• Data analysis and statistics.
• Backlog Management
• Release management
• Service quality -Six Sigma
• National and international travel may be required
• Flexible work schedule may be required including willingness to work on shifts that will extend up to 11 PM and as the project demands beyond.

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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