At EY, you\xe2\x80\x99ll 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\xe2\x80\x99re 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.
Career Family : Project Management Role Type : Service Manager Role Rank : Manager
The opportunity

• You will be responsible for leading large/mid-size application managed services engagements, managing stakeholders and contractual obligations as the Service Manager.
• You will be responsible to Create 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 introduction, Service onboarding, Service Design, Service Transition, Service Management consulting and Presales activities 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
• Accountable for the prioritization and delivery of success of new enhancements for the Application System
• 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.
• Work on financial cost priorities to ensure a balance between customer satisfaction and project objectives.
• 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

• Focus on keeping stakeholders satisfied with the IT services through managing projects or enhancements, fixing application issues and tracking service metrics.
• Lead a motivated and skilled team of Business Analyst, Application Developers and Technical Architects responsible for getting services delivered to the client.
• Should be well conversant with ITSM & Service Management frameworks.
• Should have expertise in setting up and running of Managed Services / outsourced projects \xe2\x80\x93 key exposure areas are Due Diligence, Service Transition, Steady state attainment and ongoing continuous improvement.
• Ability to multitask and work in a fast-paced, collaborative team environment.
• Excellent written and oral communication skills, writing, publishing and conference-level presentation skills a plus.
• Should be willing to travel in accordance with client and other job requirements.

To qualify for the role, you must have.

• Degree in Engineering, IT, Computer Science
• 10-14 years of experience with minimum 5 years leading large scale Managed Services projects
• Executed muti-year SOW with contract value ranging from 3-10 million USD per year.
• Managed a reasonably sized team (20-30 FTEs) across locations, in an onshore-offshore model.
• Managed at least 10-15 SLA/KPIs and Implementing Continuous Improvements.
• Experience Working in multiple industries preferably Banking/Financial services/Insurance domains.
• Knowledgeable in executing AMS engagements in one of the technologies - SAP, Java, .Net, SaaS products on Cloud.
• Participated and contributes the RFP Pre-sales activities
• Should have expertise in Due Diligence, Transitions, Service Design and has hands on experience in taking applications to Steady State in Mandatory

Ideally, you\xe2\x80\x99ll also have

• Knowledgeable on SAP products or Java, or .Net or SaaS products on Cloud.
• Certification in ITILV3 or ITIL V4, SAP, Azure/GCP/AWS cloud, Lean-Six Sigma certifications, Prince2, PMP, or SaaS products
• Deliver outsourcing programmes, demonstrate expert consulting skills and advanced level of industry.
• Expertise to support delivery to clients.
• Perform an appropriate role in business development in terms of presales and practice development. for example, presales, internal engagement and / or knowledge management
• Supervise financial management of engagements to deliver value to clients and to the firm.
• Be a thought leader on outsourcing strategies and on adoption new outsourcing delivery models & trends.
• 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 large scale Managed Services engagements.
• Strong experience in stakeholder management, ability in liaising, 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 of the area.

What we offer EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations \xe2\x80\x93 Argentina, China, India, the Philippines, Poland, and the UK \xe2\x80\x93 and with teams from all EY service lines, geographies, and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We\xe2\x80\x99ll introduce you to an ever-expanding ecosystem of people, learning, skills, and insights that will stay with you throughout your career.

• Continuous learning: You\xe2\x80\x99ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We\xe2\x80\x99ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We\xe2\x80\x99ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You\xe2\x80\x99ll be embraced for who you are and empowered to use your voice to help others find theirs.

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