T and TSS Intake Specialists - 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. 

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. 

T&TSS Intake Specialists - Supervising Associate

The opportunity

• T&TSS Intake Manager supports readiness requirements to design and deliver support solutions which provide for successful business outcomes.
• The role is primarily focused on new technologies and services being implemented by Service Delivery through the Transition and Deployment Management process.  The role drives the coordination of new release strategy and deployment activities across SxT teams including Knowledge Quality Training (KQT) to assure appropriate knowledge transfer and training for operational readiness and the Early Life Support (ELS) team to agree and execute appropriate implementation strategies to maintain production stability.
• An Intake Manager needs to add value to the project through consultation on support requirements, lead times as well as promotion of best practices, procedures and policies.  Where required, also by identifying SxT resources which are required and seamlessly co-ordinates their activities to deliver operational readiness on behalf of TES Operations teams.

Your key responsibilities

• Analyze support requirements in order to design and deliver support solutions which provide for successful business outcomes.
  • Using data and analytics tools to forecast customer and support impact for new projects
  • Clarifying scope of support required and knowledge transfer strategy     
  • Clarifying timelines, impacted population and accurately tracking to ensure any changes are communicated to stakeholders
  • Provide consultation to project teams towards efficient and effective support models which maximize customer satisfaction, leveraging industry best practices such as PMI, ITIL and Six Sigma
• Provide project management and change management capability on behalf of the TES organization 
  • Identify TES resources required to support successful delivery and develop resource plan  
  • Track the overall progress of TES activities 
  • Clarify scope and manage conflicting priorities 
  • Provide clear, concise and regular communications to update TES stakeholders on project requirements, status of deliverables and risks or challenges
  • Ensures Operational Readiness for TES teams to support new products and services

Skills and attributes for success

The role requires a degree of analytical skills to understand or define the relevance of processing metrics such as Key Performance Indicators (KPIs), Critical Success Factors (CSF’s) and others to analyze or guide discussions on success and effectiveness of complex IT process implementations as well as to review processes against PMI, ITIL or internal processing standards to direct appropriate reporting and other actions to review or effect change.  The role needs to drive the priority and time management of their own efforts to support assigned activities and communicate results and findings to end users and management as necessary.

• Possess the skills to manage multiple initiatives and work streams with minimal supervision 
• Excellent administration skills
• Effective questioning to break down complex matters into core issues, formulate appropriate ideas and materials 
• Possesses analytical and problem-solving abilities to effectively analyze complex and conflicting issues in system and process development initiatives, deliver on multiple and shifting priorities and develop appropriate solutions that are operationally feasible in supporting DST and TES objectives and delivering service to customers
• Possesses a strong working knowledge of Information Technology Infrastructure Library (ITIL) to recognize appropriate reporting features and functions in various IT Service processes.  Looks to progress levels of certification as required or to suggest alternatives to standards as appropriate.
• Possesses a strong knowledge of collaboration tools designed for sharing knowledge and information such as Service Management Knowledge System, SharePoint and Yammer.
• Demonstrated capabilities to plan as well as assist others in the creation, monitoring and execution of project plans.   Adheres to the aligned DST project management framework in execution of same.  
• Possesses a basic knowledge of vendor management core functions to recognize operational impact of service and business management initiatives and to manage vendor support for development of same.     
• Maintains a continuous knowledge of the assigned businesses’ end-to-end processes and operating environment to support proper recognition of issues aligned to TES goals and objectives and to support improvement opportunities.

To qualify for the role you must have

Education:

• Engineering or Master’s degree in related discipline, or equivalent work experience or equivalent job experience

Experience:

• Minimum 8 - 12 years experience
• Experience of leading ad hoc, globally diverse teams, multi-location teams
• Excellent management, problem solving, communication, interpersonal, and organizational skills
• Strong project management, team development, strategic planning, resource planning skills
• Ability to work effectively with clients and other management personnel across multiple geographies and to bring multi-disciplinary teams together
• Proven track record of driving operational excellence and improving processes
• Ability to lead projects and motivate others
• Required to understand and integrate cultural differences/motives in order to manage cross-cultural/cross border teams
• Excellent English language skills (written and verbal)
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
• Ability to deal efficiently with escalations and difficult situations/people under pressure

Ideally, you’ll also have

• Ability to thrive in a global organization is essential, balancing the needs of the customer against business initiatives and goals
• Ability to develop and build relationships and demonstrate confidence as you collaborate with colleagues across the firm to drive coordinated efforts
• Experience in leading multi-disciplinary teams, developing and motivating individuals
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
• Experience of working credibly with senior stakeholders 
• Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or when escalating issues using advanced oral and written English communication skills 
• Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications
• Skilled at explaining technical information in a manner that is understood by non-technical customers
• Strong understanding of software development lifecycle and project management methodologies
• Utilizes all aspects of Emotional Intelligence to navigate the interactions and complexities of the business environment and drive leadership performance in oneself and others
• Brings proven expertise in product or project management  
• Able to exhibit a progression of increasingly complex analytics and ability to successfully lead and deliver complex IT projects during the period
• IT Service Management methodologies Certification (ITIL Foundation or higher)

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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