Role : Client Technology: Service Delivery Manager
Company Name : EY
Company Website: www.ey.com
Experience : 8 Years
Mode of Interview: Virtual
Salary : As Per Industry Standared
Education : Computer Science / Engineering and/or a business-related degree
Location: Bengaluru, Karnataka
Hiring Process: Technical Interview, HR Interview
Job Description:
- Analytical/Decision Making - Strong analytical acumen and solution orientation to understand or define the relevance of processing metrics such as Service Level Agreements (SLA’s), Key Performance Indicators, Transformation Index, Return on Investment and others to analyze or guide EY performance discussions.
- Consultative questioning, influence management and critical thinking skills to understand a current problem requiring a designed remediation. Recommend viable solutions that will improve appropriate EY services or functionality in a manner that is both effective and supporting the value to Client.
- Support the process of determining which items should be released on an emergency need, move to high priority incidents / CR and which stay in BAU based on Client’s priorities
- Have extensive knowledge of EY service lines, organizations, opportunities and deliver highly valuable business outcomes from that knowledge.
- Day to day operational responsibility for the above Services and compliance requirements Globally or Area based.
- Enable the ongoing transition and transformation of Services in their area. Act as the change agent through promotion of the target operating model and the EY strategy.
- Manage and maintain the global/area relationships for the above Services within EY and with the client, working with the Global or Regional process owners to manage issues and manage performance against the SLAs
- Delivery of the EY Service management cost case for the engagement, finding opportunities for improvement both in area and globally to deliver a culture of continuous improvement
- Develop innovative solutions to problems without precedent.
- Invent new processes to achieve EY strategic business objectives that align to Client’s customer experience and to improve business performance
- Anticipate operational, program, implementation issues and develop detailed recommendations on preventative measures
Skills and attributes for success :
- Deep knowledge of delivery in a Service Management environment.
- Understanding of the engagement's, solution architecture and deal structure.
- Sound understanding of the EY network and Service Line to ensure delivery issues are resolved in a timely fashion.
- Engage/work with EY process owners from across delivery to ensure the delivery success of the engagement.
- Engage/work with client leadership and drive through the E2E requirements of the delivery and ensure customer expectations are met.
- Service Level management and understanding to be able to pre-empt delivery risk and manage mitigation.
- Maintain advanced interpersonal skills to engage, as an inspiring leader, with peers and other senior leaders of the firm, in cross business discussions within a matrixed geographically dispersed organization and to build a solid network for collaboration and sharing knowledge.
- Use these relationships to connect colleagues and challenge insightfully to improve processes, propose credible options, and position EY role in Client’s service and business management.
- Maintain a collaborative but firm approach with all interactions and keep discussions focused on fact-based needs and then align a strategy that satisfies those needs with measurable outputs.
- Manage peers, other leaders and projects by delegating work effectively and using appropriate resources.
- Utilize people, time and project management disciplines across a diverse culture and multiple time zones.
- Resolve team conflicts with a demonstrable ability to implement and communicate difficult decisions.
- Provide individual, team and peer mentoring as appropriate and develop capabilities within team, function and organization.
About Company :
At EY, our purpose is Building a better working world. The insights and quality services we provide help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all our stakeholders. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities.
In a world that’s changing faster than ever, our purpose acts as our ‘North Star’ guiding our more than 300,000 people — providing the context and meaning for the work we do every day. We help digital pioneers fight data piracy; guide governments through cash-flow crises; unlock new medical treatments with data analytics; and pursue high quality audits to build trust in financial markets and business. In other words, working with entrepreneurs, companies, and entire countries to solve their most pressing challenges.
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