Service Delivery Manager - Technology Operations

TechOps-AMS-SDM-Manager

At EY, we’re all in to shape your future with confidence. 

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. 

Join EY and help to build a better working world. 

 

Career Family-Delivery Manager

Role Type-Service Delivery Manager

 

Key Responsibilities:

• Service Management: Oversee the delivery of services to clients, ensuring that they meet quality standards and are delivered on time and within budget.
• Client Relationship Management: Build and maintain strong relationships with clients, understanding their needs and ensuring satisfaction with services provided.
• Team Leadership: Lead and manage a team of service delivery professionals, providing guidance, support, and performance management.
• Process Improvement: Identify opportunities for process improvements and implement best practices to enhance service delivery efficiency and effectiveness.
• Reporting and Analysis: Monitor service delivery metrics and prepare reports for senior management, highlighting performance against KPIs and areas for improvement.
• Risk Management: Identify potential risks in service delivery and develop mitigation strategies to minimize impact on clients and the organization.
• Collaboration: Work closely with other departments, such as sales, operations, and IT, to ensure seamless service delivery and client satisfaction.
• Reviews SOW and suggests changes to the engagement manager
• Manage incoming tickets triage & SLAs
• Accountable for adherence to Infosec requirements
• Accountable for DR/BCP Readiness
• Ownership of adherence – in line with agreed SOW, in line with security policies, cost & schedule
• Plans for training of staff on new technologies & new staff members
• Ensure that scope and business needs of project meet the budget
• Monitor customer satisfaction metrics on a regular basis, ensuring that client expectations are met
• Analyse trends, Facilitate and work with the project team on creating solutions to improve customer satisfaction
• Respond to out of hours support – planned & adhoc

 

Skills and attributes for success

• 10+ years of experience in service Delivery with Managing Production support Engagements
• Experience in Insurance Domain, preferably in Life and Annuity
• Familiarity with the Integration Technologies, Data Lake, Insurance SAS Products
• Excellent troubleshooting and communication skills
• Attention to detail
• Should have understanding and experience of software development best practices.
• Familiarity with ITIL Process
• Excellent business communication skills
• Education in Information Technology or equivalent working experience
• Have exposure to working in shifts and on-call support.

 

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.

 

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

Experience Level

Senior Level