About EY GDS
EY Global Delivery Services means 29.500 specialists providing globally IT,HR, finance, project management and strategic business services to EY memberfirms.
In addition we deliver support and solutions to clients from all overthe world.
About Program Mercury
Program Mercury is a large, multi-year, enterprise-wide processtransformation that will replace
more than 1400 EY business systems and related processes with anintegrated, SAP-centric
platform. It will standardize andharmonize activities throughout the organization and
significantly improve how EY manages its business. Program Mercury is a key enabler of EY’sVision 2020, directly supporting the efforts of a number of transformationinitiatives across the Firm by streamlining the application portfolio, reducingoperating costs and providing a platform to deliver services more efficiently.
About the Mercury Support Team(MST)
As an organization jointly owned by the business and IT, MST is acentralized and global
organization which will provide operational support for the deliveredMercury solution and manage and support the Mercury user community.
The MST will play an integral role ingovernance of the Mercury solution and the global template from both a businessand IT perspective.
It will evolve to work closely with the business inenabling the benefit and value to be realized from the investment in ProgramMercury and to set the future direction and technology road map to supportVision 2020+.
The EMEA Service Operations Lead with the Service Operations Team has the overall responsibility for the delivery of operational support services to the global Mercury user community, ensuring that the services are delivered in line with agreed service level targets and to the appropriate level of quality
Whilst focusing on ongoing service operations improvement, the primary focus for the position will be the operations of services improvement and incidents
As such, the EMEA Service Operations Lead is the primary backup of the MST Global Service Operations Lead being the responsible of the service operations on EMEIA region
The EMEA Service Operations Lead will be the responsible to manage the Mercury Service Operations and all the related improvements on EMEA Time zone.
Either to support if there is a requirement on Americas time zone
The EMEA Service Operations Lead is responsible for being in a consultee role for the overall governance structure and meeting cadence for the support production incidents, service, global daily operations call, Service operations and improvements working closely MST Teams.
Support the Service provided by the MST to the Mercury user community
Ensure that services are delivered in line with agreed service level targets for Incident and Problem Management
Work closely with other EY teams (business and IT) and across the vendor ecosystem to ensure that incidents are assigned to and managed by the appropriate resolver group
Provide escalation point and give focus to addressing issues across multiple outsourced service providers
Hold regular, formal and ad hoc reviews on performance of in scope services and gather business perception / satisfaction levels
Identify and facilitate delivery of service operations improvements
Identify areas and process to be improved
Follow up and control production deployment ensuring all the teams impacted are aware and get the proper coordination
Coordinate, manage and organize meetings with big audience such as global service operations meetings what will include stakeholders, Business and IT leadership.
Degree in computer science or a related discipline
English language skills - excellent written and verbal communication
10 years of IT related experience
Experience in leading and coordinating conferences, incident bridges, tracking and requesting updates
Service Management experience in the application side (SAP preferred)
Experience with ITIL Process (Incident, change and problem management) and Service Management process
SAP experience - project / program lifecycle with experience in managing SAP Operations / Delivery Team
Experience with Operations Production activities : coordinate, control and plan
Excellent management, interpersonal, written and verbal communication, and organizational skills
Excellent stakeholder management skills
Experience of working within multi-location teams
Experience of working in large programs of work
Experience of leading large teams in project delivery
Ability to build good relationships both within own team and with other teams
Ability to bring multi-disciplined teams, in a matrix organization together into one delivery team
Ability to comprehend strategic direction not just tactical
Ability to work and team with a multitude of different people within and outside of IT to balance demands
Ability to deal efficiently with escalations and difficult situations / people under pressure
Who we look for?
We love working with people who are passionate about their job and have amazing skills in their area a think that : you’re an expert in the field with highly developed business and interpersonal skills, you’re always ready to face new professional challenges, you’re a person with a great sense of humor and you’re open to cross-
border experiences; it’s a role for you.
What working at EY GDS offers?
In EY GDS you can count on stable employment and upgrading your career. You will meet people and gain important knowledge and insights that will stay with you throughout your professional life.