TechOps-Service Mgmt-ITSM-Manager

Service line – Manager:

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About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.

Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.

The Opportunity

You will be responsible for leading mid-size application managed services engagements, managing stakeholders and contractual obligations as the Service Manager.

You will be responsible to execute sound Service management and transition plans by engaging with multidisciplinary teams, and by identifying, managing and mitigating risk

You will be responsible to develop relationships across the business to understand requirements, applying business and technical acumen to solve business problems, with the vision to Grow, Sustain and Improve the through strong ITSM principles, process, automation, innovation and better ways of working.

You will be responsible for Service onboarding, Service Transition, Service operations using ITSM leading practices for products, applications and services delivered at EY.

Your Key Responsibilities

• Accountable as the point of contact for the service delivery of the Application System
• Enable ITSM processes (Incident, Problem, Change) end-to-end
• Ensure service stability, availability, and reliability
• Drive proactive issue prevention & risk mitigation
• Establish and maintain operational runbooks & SOPs
• Manage and communicate with key stakeholders on a weekly and daily basis on the operational support of the Application System
• Monitor and ensure SLAs are met, issues escalated and prioritized
• Work with client 3rd party vendors to resolve issues related to the Application System
• Manage a team of Application Developers, Functional testers, Business Analyst, Technical Architects and Platform and DevOps Engineers to manage the Application System
• Execute Managed Services and Implement continuous improvements framework including but not limited to Application Management, Automated provisioning, CI/CD pipeline, etc.
• Work with Build teams to integrate new or enhanced product features for the Application System
• Provide relevant reporting and trend analysis statistics to pro-actively support and improve the project and operation metrics
• Ensure there are cost controls enabled to avoid leakage
• Coach the team to drive for results applying problem solving skills, architectural thinking, continuous improvements through technology and process and communication efficiency

Skills and attributes for success

As the Service Manager with transition experience

• Strong ITSM process ownership (Incident, Problem, Change)
• Focus on service stability, availability, and SLA adherence
• Drive RCA and proactive issue prevention
• Emphasis on delivery excellence and service reliability
• Lead a motivated and skilled team of Business Analyst, Application Developers and Technical Architects
• Should be conversant with ITSM & Service Management frameworks
• Execute service transition (knowledge transfer, readiness, stabilization) ensuring smooth shift to steady state
• Manage operational readiness, risks, and coordination across build, vendor, and support teams during transition
• Ability to multitask in fast-paced environment
• Communication skills (written/oral)
• Willingness to travel

Ideally, you’ll also

• Certification in ITIL 4 foundation and higher levels, or Lean-Six Sigma certifications, or Prince2, or PMP from PMI
• Knowledgeable on Java, or .Net or SaaS products (Guidewire, Salesforce, SAP etc)
• Knowledgeable in cloud based products SAP, Azure/GCP/AWS cloud
• Perform an appropriate role in business development in terms of delivery management and transition and practice development.
• Supervise financial management of engagements to deliver value to clients and to the firm.
• Adoption new outsourcing delivery models & trends.
• Deliver outsourcing programmes, demonstrate expert consulting skills and advanced level of industry expertise to support delivery to clients
• Demonstrate people management and an ability to lead outsourcing services assignments.
• People capability development and management for the practice.
• Should be willing to work in shifts and on-call support.

What we look for

• Demonstrated expertise in leading and growing mid-scale Managed Services engagements
• Strong experience in stakeholder management, ability in liaisoning, troubleshooting and problem-solving skills with multiple teams with use of complex technologies.
• Proven experience in IT Service Management principles, methods and practices
• Experience Service Designing, Service Transition and
• Confidently articulates Service Management principles and maintains an in-depth knowledge
• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline
• 10-15 years of experience with minimum 3 years leading mid-scale Managed Services projects
• Managed muti-year SOW with contract value ranging from 1-5 million USD per year
• Managed a reasonably sized team (20-30 FTEs) across locations, in an onshore-offshore model
• Experience working in multiple industries preferably Insurance/Financial services/Banking domains
• Executed Application engagements across or one of the technologies - Java, .Net, Guidewire, Salesforce, SAP products on cloud.
• Should have executed Service Transitions, Service Design and has hands on experience in taking applications to Steady State in Mandatory for more than 3 clients.
• Hands-on experience in driving services to steady state (3+ clients)

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Are you ready to shape your future with confidence? Apply today.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

Our Commitment: As a commitment, we persistently endeavour to embody our values, fulfil our purpose, and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.

Professional Development: From entry-level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.

People and Culture: In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. We're united by a commitment to create an environment where every individual's differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.

Benefits: Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.

How to Apply: If you are passionate to join us and are aligned with our commitment to building a better working world, we invite you to apply by completing our user-friendly form with personal and professional information and by providing your consent to data privacy.

Successful candidates advance to a competency-based interview. If mutual interest persists, a job offer awaits.

“We are an equal opportunity employer and are committed to Diversity, Equity & Inclusion”.