AMS-DE Transformation and ITO Lead-AD

Service line - Position Title: TechOps - Senior Manager Digital Engineering Operations DE Transformation & ITO Lead

At EY were all in to shape your future with confidence.

Well 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.

About Global Delivery Services

Global Delivery Services refers to EYs worldwide network of service delivery centers. The GDS team plays an important role in EYs strategy by ensuring effective support to EYs growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80000 professionals in ten locations around the world. We operate in Argentina China Hungary India Philippines Poland Sri Lanka Mexico Spain and the United Kingdom.

Client service is focused on providing Consulting Assurance Tax Strategy & Transactions and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless high-quality value-added support helping deliver exceptional client service.

Enablement Services provides cost-effective high-skilled and innovative services to support EYs global and local enablement teams. Markets BMC AWS Finance and Accounting Risk Management Procurement People Shared Services IT Service Delivery and IT Global Infrastructure services are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams along with Service Lines Core Business Services and Sectors. The team brings the desired environment technologies and skilled teams together for facilitation rapid prototyping and innovative thinking. The competencies offered include analytics digital user experience mobile technology infrastructure Microsoft technologies and open innovation.

The Opportunity

As a Senior Manager in EY GDS Tech Ops practice you will lead the delivery and transformation of large-scale Information Technology Outsourcing (ITO) engagements. You will be responsible for managing client relationships driving operational excellence and ensuring service delivery aligns with contractual commitments and EYs quality standards. This role requires a strong leader with deep experience in IT service management outsourcing governance and digital engineering.

Your Key Responsibilities

• Serve as the primary point of contact for ITO clients ensuring high levels of satisfaction and trust.
• Lead the end-to-end delivery of managed IT services and oversee service level agreements (SLAs) key performance indicators (KPIs) and continuous improvement initiatives.
• Drive solution for large ITO or managed services deals and support business development efforts including proposals presentations and client workshops.
• Drive innovation and transformation initiatives including TCO reduction of engineering applications SRE application performance improvements automation and AI-enabled service delivery.
• Collaborate with clients to align IT services with business objectives and digital strategies.
• Manage client relationships and ensure high levels of satisfaction and service quality.
• Collaborate and lead cross-functional teams across geographies ensuring effective collaboration and performance.
• Mentor and develop junior team members fostering a culture of excellence and continuous learning.
• Manage budgets forecasts and profitability of ITO engagements.
• Ensure compliance with contractual obligations and support contract renewals and expansions.
• Identify and mitigate delivery risks ensuring adherence to EYs risk management and compliance frameworks.
• Support audits security assessments and regulatory compliance efforts.
• Manage and improve ITSM processes such as incident management root cause analysis problem management change management and release management.
• Ensure compliance with EYs risk management and security standards.

Skills and attributes for success

• Proven experience managing large-scale multi-tower ITO engagements spanning across diverse technologies and services.
• Strong understanding of ITSM ITIL cloud platforms (AWS Azure GCP) and service management tools (e.g. ServiceNow).
• Excellent communication negotiation and stakeholder management skills.
• PMP ITIL or similar certifications are a plus.

To qualify for the role you must have

• Bachelors or Masters degree in computer science Engineering or related field.
• 15 years of experience in digital engineering IT operations or managed services with at least 5 years in leading large ITO or managed services delivery and solution.

What we look for:

• Passion for ITSM ITIL cloud platforms (AWS Azure GCP) and service management tools.
• Proven experience managing large-scale multi-tower ITO engagements spanning across diverse technologies and services.
• Problem solvers with a proactive approach to troubleshooting and optimization.
• Team players who can collaborate effectively in a remote or hybrid work environment.
• Detail-oriented professionals with strong documentation skills.

What we offer you

At EY well develop you with future-focused skills and equip you with world-class experiences. Well empower you in a flexible environment and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Are you ready to shape your future with confidence Apply today.

To help create an equitable and inclusive experience during the recruitment process please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

Our Commitment: As a commitment we persistently endeavour to embody our values fulfil our purpose and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.

Professional Development: From entry-level employees to senior leaders we believe in continuous learning. We offer opportunities to build new skills take on leadership roles and connect and grow through mentorship.

People and Culture: In our dynamic workplace diversity equity and inclusiveness are ingrained in our culture. Were united by a commitment to create an environment where every individuals differences are valued practices are equitable fostering a sense of belonging. Our shared values include integrity respect teaming inclusiveness energy enthusiasm courage to lead and building relationships based on doing the right thing.

Benefits: Embark on a transformative career journey with us and indulge in a suite of premium benefits encompassing exclusive health and wellness packages enticing rewards and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.

How to Apply: If you are passionate to join us and are aligned with our commitment to building a better working world we invite you to apply by completing our user-friendly form with personal and professional information and by providing your consent to data privacy.

Successful candidates advance to a competency-based interview. If mutual interest persists a job offer awaits.

We are an equal opportunity employer and are committed to Diversity Equity & Inclusion.