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 integral to innovation at scale. You will work with technologists and business specialists, blending EY’s deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. As a champion for change and growth, you will be at the forefront of integrating emerging technologies from AI to Data Analytics into every corner of what we do at EY. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity

The Service Manager Role within the Service Management & Operations (SMO) Team acts as the main contact between the customer(s) and other global, regional or local IT teams. This role ensures service stability through continuous communication between all involved parties to immediately address any (potential) incidents. It is also expected to deliver excellent customer service experience and maintain strong relations with vendors. The role helps to drive continuous improvement of services with strict adherence to EY’s compliance directives aligned to protection and security of data as well as specifics of regional and/or local regularities. In addition to operational stability and compliance objectives the role will also control and forecast the service budget in alignment with the service owner.

The role will interface with key leaders, service owners, technology providers and other personnel to develop and maintain the relationships needed to apply the operational service and provider management goals of Europe West Business Technology. It is expected that the role conducts regular service review meetings with the customers, whom could be internal or external to EY.

Your key responsibilities

Customer Centricity focuses on delivering consistent high customer service experience and building an increase in customer satisfaction. That also drives cost improvement and supports budget control with the understanding and the support of the customer vision and goals.

Service Operations focuses on driving end-to-end management of services and ensures that a stable support model is implemented, and QA standards are adhered to.

Infrastructure Stability focuses on leveraging most effective EY standard hosting option and stays up to date on end-of-life activities impacting the application setup. It also ensures that requests for optimization of the involved infrastructure get to the appropriate global teams.

Continuous Improvement focuses on managing service improvement and innovation plans as necessary with respective teams and ensures that support models and processes are monitored and continuously improved.

Skills and attributes for success

• Robust analytical and decision-making skills to probe for understanding customer’s requests, issues, or consulting needs.
• Well organized, efficient, and results-driven with excellent consulting skills
• Solid experience in infrastructure, application support and software distribution to understand customer needs and to be able to provide valuable advice
• Experience in service management and reporting
• Efficient time management and prioritization
• Good management skills in a matrix organization
• Robust understanding of service delivery methodologies
• Experience as developer, system admin or DevOps engineer would be an advantage for this role
• ITIL certification beneficial
• Excellent written and verbal communication skills in English language (French and German optional)

To qualify for the role, you must have

• Bachelor's degree in computer related field or equivalent work experience
• Approximately 3 to 5 years of experience in technology infrastructure and/or service management
• Experience with working in a multicultural global environment
• Experience with managing a multi supplier and hybrid service delivery model

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.