Business Manager for Technology Experience Service
Ernst & Young Global Limited
Wrocław, , PL
1 d. temu

About EY Technology

EY Technology is a global organization thatworks with our internal clients, to provide IT support and solution to clientteams, internal support functions and global projects and programs.

Over thenext few years, GDS Poland will increase the number of IT professionals in itscenter to develop and support EY’s business and internal applications.

Theseprofessionals include IT project managers, business analysts, softwarearchitects, infrastructure engineers.

EY Technology team maintains and enhances EY’sIT infrastructure and works for our internal clients across the globe. You willwork with EY locations, supporting our service lines and key business processesor be part a dedicated IT team handling cross-

organizational initiatives andtransformational projects.

EY Technologysupports our technology needs through three business unit :

  • InformationSecurity (Info Sec) - Info Sec prevents, detects, responds and mitigatescyber-risk, protecting EY and client data, and our information managementsystems.
  • ClientTechnology (CT) - focuses on developing new technology services for ourclients. It enables EY to identify new technology-
  • based opportunities faster,and pursue those opportunities more rapidly.

  • EnterpriseWorkplace Technology (EWT) EWT supports our Core Business Services functionsand will deliver fit-for-purpose technology infrastructure at the cheapestpossible cost for quality services.
  • EWT will also support our internaltechnology needs by focusing on a better user experience.

    The opportunity

    This role isresponsible for all aspects of Technology Experience Service (TES) CustomerRelationships and Stakeholders engagement for the EMEIA.

    Acts as primaryinterface with the highest level of management in the assigned geographicregion to direct and coordinate the TES services required to support businessneeds within the context of the overall global IT strategy, regional or localneeds and capabilities as well as EY compliance and other business engagementdirectives.

    The role directs theescalation and prioritization of technology issues to maintain proper businessand service alignment in accordance with the overall strategic, regulatory andfinancial controls governing IT and TES in particular as well as support the ITlocation strategy, outsourcing service model, and other transformationdirectives.

    The role directs andmanages the use of metrics to assess end user loyalty to TES as a serviceprovider and uses the results to develop innovative solutions, directremediation and provide a standardized, cost scalable of services and planningbased on regional needs and global consistency of deliverables.

    The role is akey player in Customer & Business Liaison (CBL) Governance Office which isthe core of CBL framework.

    Responsibilities :

  • Manage theoverall TES brand and relationship across EMEIA through the applied knowledgeof the TES and GO strategic objectives against the region’s priorities,business issues and market nuances to sustain overall satisfaction in theseamless delivery of TES services.
  • Partners, asa senior advocate, with the highest level of regional business leadership toscope and cost scale TES deliverables for EMEIA so that current servicepriorities are cost efficient and new initiatives are articulated andprioritized
  • Manageplanning for geographic specific service deliverables by conducting an annual(at minimum) needs assessment, and periodic informal service checks to assessand maintain wellness or the need for escalation of service issues anddisruptions.
  • Manage the solicitation of end user feedback through town halls,planned leadership engagement and metrics report delivery and review

  • Manage theplanning and resourcing of resulting TES service deliverables to maintain the scopeof the agreed end user deliverables, support global consistency and regionalrequirements inclusive of local regulations and directives affecting TESservices to accommodate necessary changes.
  • Identifies and manages out of scope and other rogue activities ordirectives to maintain global standardization of TES services that arerepeatable, scalable and stable for the end users.

  • Manage aformal service check process utilizing directives to assess and agreedappropriate TES service levels and performance on an ongoing basis
  • Communicatesand manage on a proactive basis the implementation of TES portions of the ITtechnology strategy inclusive of location strategies, GSD outsourcingdirectives, cross IT transformation projects or new GSD service activities as athough leader for the assigned region on behalf of TES services.
  • Escalates and addresses any conflictingpriorities or disparity that may arise to maintain TES service continuity.

    Knowledge and Skills Requirements :

  • Degree at university level
  • English language skills - excellent written and verbalcommunication
  • 5+ years of strong experience in Business Managementin IT
  • A highly disciplined customer service orientation toproperly recognize, analyse and report on regional end users service needs and requirements
  • A comprehensive understanding of the regional andlocal needs to determine if client’s expectations are met in a satisfactorymanner and under proper financial and regulatory controls
  • Strong consultation and communication skills with theadvanced ability to adjust style and tone as appropriate for a variety oflevels of interaction and forms of communication
  • Strong interpersonal skills to support interactionsacross cultures, matrixed functions and levels of the organization
  • The ability to escalate and negotiate complex andconflicting business deliverables, multiple and shifting priorities and todevelop effective relationships with customers at all levels of theorganization
  • Influence skills to direct team activities effectivelyand guide cross team discussions / activities in a virtual global setting
  • Solid organizational skills inclusive of projectmanagement, time management, escalation and negotiation skills
  • What EY GDS offers?

  • Workin prestigious, stable company
  • Contractof employment
  • Fairsalary
  • Relocationpackage
  • Participatingin interesting projects
  • Workin a professional, dynamic, truly global team
  • Developmentopportunities in international multilingual environment
  • Freshjuice twice a week and fruit once a week
  • Modernoffice space near market square
  • Homeoffice up to 3 days per week
  • If you feel that the role suits your personalgoals and career path, please send us your current resume.

    Join us in building a better workingworld.

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