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EY Global Delivery Services
EY Global Delivery Services
location iconLocations: Warszawa
level iconLevel: manager/director
time iconWorking hours: Full time
Client Technology - Change Management Lead

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

Fuelled 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 a 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 selected candidate will:

  • Be responsible for all changes approved by the Client Technology Change Management Team and ensure the activities follow the defined process.
  • Drive operational effectiveness within the team via daily, weekly, and ad hoc operational checks, for managing Requests for Change (RFCs) through their lifecycle with minimum disruption to services.
  • Ensure the RFCs are assessed and audited to meet the technology, business, regulatory, and EY-defined guidelines
  • Lead Post-implementation review investigations, to ensure readiness on all activities that may pose a risk to IT infrastructure and services, focusing particularly on High-Risk infrastructure/application changes
  • Assist in the investigation of major incidents caused by change and analyze historical data for improvement opportunities
  • Working on the improvement of the process, policies, and associated procedures and practices.
  • Build a high-performing team to match the strategy and demands of the platform, technology, security teams, and business.

Your key responsibilities

  • Lead the activities of the Change Management Team within a structured process framework
  • Chair the different Change Advisory Board (CAB) meetings in the week; present and discuss issues in different forums with Business, Service Line, and Operations Leadership
  • Provide expert guidance to the Change Management Team members while reviewing and recording RFCs; and determining if the RFC meets the quality criteria for approval
  • Ensure changes are categorized and are approved as per the defined Process based on the defined Change category
  • Empower the team to make decisions on RFCs (approve/reject/on-hold) within the defined process and scope of work
  • Communicate and enforce compliance to the Change Management policies, standards, and procedures to users
  • Collaborate with ServiceNow engineering teams to drive enhancements
  • Drive the incidents triggered due to failed changes & extend engagement until resolution
  • Proactively collaborate with all stakeholders to identify risks and develop risk mitigation strategies that would reduce the impact on business and the number of failed changes
  • Represent the team periodically across various strategic, business, infosec and regulatory engagements
  • Represent the team during internal and external audits and ensure the Audit-gaps are closed in the agreed timelines
  • Ensure complete documentation of R&I assessment, Implementation/Rollback, Test plans, and end-to-end communication
  • Support the other processes (Incident, Problem, and Configuration) with respect to Change Management during projects, service disruptions, etc
  • Lead investigations where the RFC execution causes a major incident, to determine actionable items or course of action
  • Support the other processes (Incident, Problem, and Configuration) with respect to Change Management during projects, service disruptions, etc.
  • Work with stakeholders to have all the appropriate elements in place to guarantee production stability.
  • Generate and analyze metrics data for compliance, failure rate, and other KPIs, looking for trends, threats, and opportunities for improvement.
  • Participate and lead projects and initiatives to improve process, policies, procedures and the associated tools

Skills and attributes for success

  • Very good understanding and awareness of the ITIL Change management process and procedures
  • Sound knowledge in IT Operations including infrastructure and application systems
  • Well organized, with the ability to plan ahead for short- to medium-term objectives and able to identify, organize and facilitate the work is required
  • Strong communications and influencing skills, with the ability to fluently interact with subordinates, peers, and Senior Management
  • Acute business acumen and understanding of organizational issues and challenges
  • Excellent problem solving, and analytical skills with the ability to explain technical concepts
  • Ability to work under pressure and strives for efficiency and effectiveness with a commitment to service assurance best practices
  • Ability to absorb rapidly new technical information and apply it effectively
  • Excellent judgment, tact, and decision-making ability
  • Analytical, problem-solving, and decision-making ability with regard to assessing RFCs

To qualify for the role, you must have

  • More than 10 years of significant work experience leading Change Management in large and complex environments, preferably Cloud and On-prem.
  • Significant experience in either an internal or external support engineering role, or similar, with sophisticated technical knowledge in the assigned specialism
  • Exceptional experience in customer-facing roles
  • Extensive experience with modern technology understanding including cloud service, virtual networks/systems
  • Considerable experience working virtually in a globally-dispersed team
  • Strong communication and influencing skills with the ability to communicate complex technical information to all stakeholders
  • The ability to create consensus and understanding within virtual teams.
  • Ability to work under their own initiative, in support of a strategic end goal.

Ideally, you’ll also have

  • Bachelors or Masters Degree
  • IITL Foundation Certification is a must.
  • Experience working with ServiceNow or similar tools
  • Experience working in Dev Ops organizations preferred.
  • ITIL v3 cert or 3 would be advantageous

What we look for

  • A self-starter, independent-thinker, curious and creative person with ambition and passion!

What we offer

As part of this role, you will work in a highly integrated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package focuses on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:

Continuous learning: You'll develop the attitude and skills to navigate whatever comes next.

Success as defined by you: We will provide the tools and flexibility, so you can make a significant impact, your way.

Transformative leadership: We will give you the insights, coaching and confidence to be the leader the world needs.

Diverse and inclusive culture: You will be accepted for who you are and empowered to use your voice to help others find theirs.

We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodations.

EY is committed to being an inclusive employer, and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

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

If you feel you are a good fit for this role, please contact as soon as possible.

To explore the role further, please contact us as soon as possible.


  • Good understanding of Configuration, Incident, and Problem processes
  • Proven experience in an Operational / Service Management role
  • Proven experience and success in an Change Analyst role
  • Ability to work both autonomously and also within a team environment
  • Excellent people skills
  • Able to analyse data, looking for patterns, threats and improvement opportunities and produce reports, using Excel or specialized reporting software
  • English language skills - excellent written and verbal communication
  • Flexibility to meet multiple demands with the ability to shift priorities in accomplishing tasks and meeting deliverables, interacting with other IT Services groups, users and vendors
  • Excellent awareness of different cultures and working practices across the regions
  • General knowledge of other IT Services functions and their responsibilities
  • ITIL v3 or v4 Foundations training, or higher level of ITIL Certification


  • 5 years’ experience in a Technical, Operations or Service Management role
  • 3 years of proven experience in an Change, Incident or Problem role
  • ITIL v2 or v3 Foundations training, or higher level of ITIL Certification


  • 3-year College minimum in related technology field (Computer, Engineering, Science, etc.) OR comparable job experience

Certification Requirements

  • ITIL v3 Foundations or higher level of ITIL Certification are highly desirable

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


  • iconIT, Customer Service, BPO/SSC
  • iconEnglish
  • iconWarszawa, mazowieckie

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