Service Delivery Manager

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. 

Job Description -

• Partnering with platform infrastructure leadership, all functions within, and I&O leadership on financial analysis and tracking efficiency initiatives across the group. Coordinate with the business office concerning budget and efficiency savings.
• Collaborate with I&O Product leads on executing strategic initiatives aimed at cost reduction and increased efficiencies aligned with strategic business goals.
• Responsible for the transition and transformation of vendor managed services.
• Drive governance across all towers including Hosting, Backup, Storage, Monitoring, Automation, and Batch Services, and support annual regulatory audits across all functions in I&O.
• Act as primary liaison between EY product owners, managed service providers and internal stakeholder groups. Collaborate with cross-functional teams to ensure seamless execution of services and resolve any service issues.
• Monitor service health horizontally across all teams, escalate issues as necessary, and ensure root cause analysis and permanent fixes are implemented across all towers within Platform Infrastructure.
• Manage contract deliverables, including reporting, service reviews, KPI dashboards, compliance checks, and transformation milestones. Manage monthly invoices and escalations.
• Coordinate audits and compliance reporting in partnership with EY Security, Risk, and Infosec teams. Act as a liaison between I&O, Info Sec and Managed service provider to ensure governance is executed efficiently.
• Execute special strategic requests across platform infrastructure in partnership with tower, BAU team, and Kyndryl delivery team.
• Conduct operational governance reviews—weekly, monthly, and quarterly—with vendor and internal EY stakeholders.
• Track and resolve contractual non-compliance, manage disputes, and collaborate with legal or procurement departments when necessary.
• Uses Agile and DevOps approaches to improve flow, increase delivery speed, and strengthen collaboration across teams.
• Manages budgets, costs, and service related risks to support informed decisions and predictable service outcomes.
• Analyse third-party as well as internal processes, and create strategies for service delivery optimization
• Knowledge about AI, automation, Power BI/Power App dashboard development and Copilot Integration

EY | Building a better working world 

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