Job Description

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.

Role name and description

Workplace Services Manager - Workplace Enablement Services

Position Summary : The Service Delivery Manager is responsible for ensuring the seamless delivery of services to stakeholders by managing vendor relationships, team performance, compliance with organizational policies, and stakeholder satisfaction. This role requires a proactive approach to process improvement, emergency management, and employee engagement, with a strong focus on maintaining budget discipline and operational efficiency.

Key Responsibilities :

Service Planning and Management :

• Develop and maintain the annual service plan, outlining requirements, scope, value, key result areas (KRAs), and key performance indicators (KPIs).
• Conduct an annual review and authorization of the vendor list, scope, and value.
• Review vendor performance monthly and document feedback for continuous improvement.

Vendor Management :

• Ensure timely vendor payments as per purchase order (PO) terms.
• Review and approve vendor management information systems (MIS) reports monthly.
• Validate vendor MIS against the EY database and ensure accuracy.
• Sign-off on manpower deployment, supplies, and services as required.

Team Management and Development :

• Manage the team, including goal setting, task and progress reviews, and leave planning.
• Ensure team members complete mandatory trainings, acquire new skills, and earn relevant EY badges.
• Provide learning and development opportunities to enhance team capabilities.

Compliance and Process Optimization :

• Implement and review policies, guidelines, standard operating procedures (SOPs), and checklists annually.
• Ensure all critical deliverables have defined processes/SOPs and that the team is adequately trained to understand and adhere to them.
• Conduct quarterly reviews to ensure strict adherence to processes, SOPs, policies, and guidelines.

Stakeholder Management :

• Maintain ongoing connections with stakeholders and monitor their feedback to resolve pain points.
• Innovate and implement ideas to proactively address stakeholder concerns and improve their experience.
• Provide progress updates and discuss issues/challenges, proposing new ideas and solutions.

Emergency and Property Management :

• Manage emergency situations with documented procedures and ensure team readiness.
• Coordinate with relevant leaders during emergencies to ensure timely actions.
• Review property management team's processes to ensure readiness.

Public Liaison :

• Liaise with local police and government offices as needed.
• Coordinate with local offices for event-based support.

Benchmarking and Reporting :

• Benchmark center performance with other EY and non-EY entities quarterly to identify new opportunities.
• Provide monthly overviews of WES programs/initiatives to Center leaders.

Budget and Spend Management :

• Provide accurate annual budget requirements and ensure spending is within the approved budget.
• Perform trend analysis to identify actions to level off variations and secure prior approvals for expenses.

Operational Efficiency :

• Ensure supplies are ordered based on realistic demand and optimized consumption.
• Minimize waste and ensure service provider staff levels are optimal.

Employee Engagement :

• Engage with employees and managers to ensure a productive work environment.
• Communicate proactively and provide support on employee well-being, including safety and security training.

Frequency of Duties :

• Annual, Monthly, Quarterly, Weekly, Ongoing, Need basis, as specified in the key responsibilities.

Skills and attributes for success

• Proven experience in service delivery management or a similar role.
• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Ability to manage budgets and optimize operational costs.
• Knowledge of compliance and regulatory requirements.
• Problem-solving mindset with a focus on process improvement.

To qualify for the role, you must have

• Minimum 10 years of managerial experience, with minimum 5 years of experience in managing similar role in comparable organisations, with sound knowledge & experience, in workplace services domain.
• Bachelor's degree in Business, Engineering, or equivalent professional level experience

Ideally, you'll also have

• Desirable to have fit out Project experience
• Knowledge of Sustainability and implementation

What we look for

• Participates regularly in EY-wide and function-specific meetings, events and people initiatives
• Demonstrates executive presence establishes credibility quickly, commands attention and respect, demonstrates confidence, and deals comfortably with others
• Encourages innovation in others by allowing error, e.g., allowing people to try something new, being open to new ideas
• Creates an inclusive and flexible environment where people feel they are a valuable member part of the team. Promotes and demonstrates an inclusive and global mindset when interacting with others. Adapts to the style and cultural differences of others to enhance relationships
• Engages with team members to resolve business challenges, helping them analyze and address the root cause of problems so they can stay aligned and focused on successful execution of the team's vision.
• Resolves team conflicts and performance issues effectively and respectfully.
• Demonstrates effective decision-making and maturity that enhances interactions
• Identifies areas of opportunity and generates ideas and solutions. Makes recommendations to leadership and is able to implement new ideas, improvements, technologies and new products.
• Promotes operational excellence by challenging current practices and providing feedback on opportunities to improve within own area of responsibility.
• Provides quality deliverables for self and teams within agreed-upon timelines
• Actively seek, wherever possible, to protect and regenerate the environment.
• Adheres to budgets, objectives and deadlines on projects with the aim of enhancing productivity and value
• Balances multiple priorities by considering priorities, urgency and impact on key relationships and resources
• Identifies and assesses risks and consults with leadership or stakeholders on options in a timely manner
• Manages team or project, delegates work effectively, and uses appropriate resources to manage costs while meeting deadlines
• Models objectivity and integrity with self and teams to adhere to firm values and limit risk
• Surfaces barriers to change and provides recommendations to overcome
• Uses experience and consultative questioning to home in on key issues and escalates as appropriate
• Grasps technical issues quickly and can act on them, resolve them or escalate to leadership as necessary
• Identifies and leverages leading practices, diverse perspectives and lessons learned
• Tailors communication approach to respective audience when sharing technical experience to increase understanding

What we offer


EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations - Argentina, China, India, the Philippines, Poland and the UK - 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'll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.


• 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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