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EY Global Delivery Services
Service Innovation Lead - Associate Director
EY Global Delivery Services
location iconLocations: Wrocław
level iconLevel: manager/director
Service Innovation Lead - Associate Director

Let us introduce you the job offer by EY GDS Poland – a member of the global integrated service delivery center network by EY.

EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization.

Fueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and powerful product engine that are vital to innovation at scale. As part of Client Technology – Customer Success, you’ll work with technologists, business experts, account teams and clients, blending EY’s deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. As a catalyst for change and growth, you’ll be at the forefront of building Client Technology into a customer-centric organization, driving value for our customers and positioning EY as a top-tier industry technology provider. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity

The selected candidate will:

  • Responsible for Strategy, Innovation, and Tooling in support of Service Management to deliver reliable, best in class support services in a manner that meets our contractual obligations and delights our customers and clients.

  • Support a Service Management continuous improvement Innovation programme proactively consistent with client and customer requirements and industry best insight and best practice.

  • Drive a culture of cohesive change towards the next level of Customer Service Management

  • Develop and manage long-term and strategic relationships, influencing, persuading and negotiating with internal and external stakeholder groups to promote and implement the program vision across EY

  • Maintain a deep understanding of internal and external developments to recognize and address any potential impacts on Service Delivery

  • Be a significant influence for change and drive continuous improvement efforts for the successful integration of business programs.

  • Develop, Deploy and maintain an innovative but robust standardized toolset

Your key responsibilities

  • Support a Service Management continuous improvement Innovation programme proactively consistent with client and customer requirements and industry best insight and best practice.

  • Combine innovation, practical experience and industry best practice to design and deploy innovations that increase effectiveness, efficiency end enhance the client and customer experience.

  • Support a systematic program to target, drive and measure the success of client relationship retention, development and expansion efforts

  • Support a systematic program to target, drive and measure the success of product adoption activities, within and across service lines, regions and clients

  • Review the existing deployed toolset, methods and organization to standardise and leverage greater value & efficiencies.

  • Develop and effectively lead the Innovation and Tooling Team through clear Accountabilities, effective Communication, adherence to and advocacy for Quality & Compliance.

Skills and attributes for success

  • Deep understanding of Service Management within the industry and best practices.

  • Deep understanding of the challenges faced by consumers of enterprise technology and the best practice approaches to address

  • Proven ability to drive cohesion, innovation, and change.

  • Expert knowledge of Service Management, IT governance, and team management

  • Strong knowledge of IT risk management, IT standards and policies formulation

To qualify for the role, you must have

  • Extensive prior experience supporting Service management and customer-focused activities on behalf of a large organization.

  • Bachelor's degree in Business, Engineering, IT, Science, or other Technical qualification or equivalent relevant experience e.g. more than 10 years in a corporate IT environment

  • Certified Associate in Project Management (CAPM) / PMBOK / PRINCE 2 / Project Management Professional (PMP) / Program Management Professional (PgMP) / Certified Scrum Master (CSM) / Certified Scrum Professional (CSP) or equivalent management experience e.g. more than 5 years in positions of significant management responsibility

  • Demonstrated understanding of scope, schedule and planning; understanding of time management, resource management cost management. Possesses good project management skills.

  • Experience of working within complex, matrixed multi-location teams

  • Experience of working in large programs of work

  • Demonstrated capability with managing successful change programs for large organizations.

  • Managed a portfolio of application and infrastructure projects at an operational level

  • Managed the end-to-end lifecycle of multiple infrastructure transformation programs

  • Experience managing multiple projects as a Project Manager or Program Manager

Ideally, you’ll also have

  • 6 sigma certification

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.

  • 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.

About EY

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.


  • Medical Cover by LuxMed
  • Life Insurance
  • Work from home bonus
  • Global language platform goFluent
  • Free access to Udemy, Skillsoft and other platforms
  • Intelectual Property Tax Benefit
  • Benefit system
    Multisport card, cinema and theatre tickets, ahopping vouchers and more to choose from
  • Social benefit fund
  • Charity programs
  • Business casual dresscode
  • Access to the office space
    As per needs in respect to safety quidelines
  • Referral program
    1500-5000PLN gross for successful employment of reffered person
  • EY Badges program
    And minimum of 40h per year for every empoloyee for Develompent activities
  • Car allowance
  • Additional bonuses
    Christmas, Child Day and other occassional vouchers and gifts
  • Additional budget for trainings and certificates
    Microsoft, ACCA, CIMA, Tech MBA, ServiceNow, SAP, Project Maagement, Cyber Security and more

This job is no longer available

Recruitment process for this position has ended.


  • iconIT, Project Management, BPO/SSC
  • iconEnglish
  • iconWrocław, dolnośląskie

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