The opportunity
The selected candidate will :
Have overall accountability for Operational Status Reporting and Communication across a wide portfolio of systems, tooling, and services.
Support the development, deployment of a standard, robust, best practice framework for reporting Operational Status and communication in support of Service Delivery.
Be responsible for the adherence of all change to these standard processes and controls, mitigating risk and ensuring consistency and transparency.
Support the deployment, maintenance and smooth operation of a portfolio of complex solutions and their successful deployment to user communities.
Develop trusted relationships with senior business partners to gain an in-depth understanding of key business processes, products and services, and influences others to ensure business case and customer satisfaction goals are met.
Support the Service Delivery function to deliver reliable, best in class support services in a manner that meets our contractual obligations and delights our customers and clients.
Your key responsibilities
Establish, monitor and publish a comprehensive portfolio of KPIs, service level standards and performance targets
Deploy and maintain a standard Operational Status and communication capability for all supported applications and services, communicate system performance-impacting events
Provide proactive and reactive information in support of efficiency and effectiveness initiatives
Provide engagement team-visible, client-centric value metrics hosted in a broadly accessible reporting environment
Develop and effectively lead the Operational Status & Communication Team through clear Accountabilities, effective Communication, adherence to and advocacy for Quality & Compliance.
Develops long-term, trusted relationships with senior partners to gain an in-depth understanding of products, services and key business processes and utilized deep business knowledge to oversees activities of multiple teams to provide project engineering work in alignment with business requirements
Skills and attributes for success
Highly advanced understanding of technology including networks, storage systems, servers, operating systems, applications, database and web platforms
Demonstrates in-depth knowledge of key business processes, products and services, within agreed areas of expertise and is able to provide feedback and advice to key partners, such as Product Owners, business sponsors and Service Delivery Managers on complex queries
To qualify for the role, you must have
More than 10 years of significant work experience leading an Operational Status & Communication capability in a large and complex environment.
Significant experience in either an internal or external support engineering role, or similar, with sophisticated technical knowledge in assigned specialism
Exceptional experience in customer facing roles
Extensive experience with modern technology understanding including cloud service, virtual networks / systems
Considerable experience working virtually in a globally dispersed team
Strong communication and influencing skills with the ability to communicate complex technical information to all stakeholders
The ability to create consensus and understanding within virtual teams.
Ability to work under their own initiative, in support of a strategic end goal.
Ideally, you’ll also have
Experience working with ServiceNow or similar tool.
Experience working Agile / Scrum environment preferred.
Experience working in Dev Ops organizations preferred.
Experience in a professional services industry preferred.
Experience working in TFS and TFS Release Management is preferred.
Project management certification is helpful (PMI / CAPM or PMP, PRINCE2).
Familiarity with ITIL v2 or 3 would be advantageous
What we look for
A self-starter, independent-thinker, curious and creative person with ambition and passion!
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.
