TechOps-DE-AMS-IT Service Management Lead-Senior Manager

Service line - Position Title: TechOps - Senior Manager Digital Engineering Operations IT Service Management 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 an ITSM Senior Manager in EY GDS Tech Ops practice you will lead IT service delivery strategy and operations ensuring alignment with business goals by implementing ITIL best practices and robust ITSM tools. You will manage IT Service Management teams incidents problems and changes for large ITO engagements to ensure high service availability performance and continuous improvement. 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 process transformation.

Your Key Responsibilities

• Define and execute IT service management strategies drive improvement (CSI) and maintain ITSM maturity levels.
• Manage ITSM processes including Incident Problem Change Release Knowledge and Configuration Management (CMDB).
• Define SLAs/OLAs monitor performance metrics (MTTR/MTTF/MTTI CSAT) and provide reports to clients and leadership.
• Drive Major Incident Management processes facilitate major incident bridges ensuring effective communication coordination and resolution.
• Establish and mature the Problem Management process focusing on identifying the root cause of recurring incidents and preventing future occurrences.
• Ensure adherence to established change and release management processes procedures and standards.
• Develop implement and maintain comprehensive ITSM reporting dashboards and metrics.
• Analyze ITSM data (Incidents Problems Changes Service Requests) create actionable insights to identify trends patterns and areas for improvement.
• Lead the end-to-end delivery of IT service management processes adherence to service level agreements (SLAs) key performance indicators (KPIs) and drive continuous improvement initiatives.
• Collaborate with technology teams to ensure seamless service delivery service improvements drive adoption and maturity of ITSM processes and ITIL best practices & frameworks.
• Develop and deliver training programs on ITSM processes and tools.
• Foster a culture of service excellence and continuous learning within the IT department.
• Serve as the primary point of contact for ITO clients ensuring high levels of satisfaction.
• Drive solution for large ITO or managed services deals and support business development efforts including proposals presentations and client workshops.
• 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.
• Ensure compliance with EYs risk management and security standards.

Skills and attributes for success

• Proven experience in leading successful ITSM/ServiceNow projects.
• Possess deep expertise in ITSM ITIL cloud platforms (AWS Azure GCP) and service management tools (e.g. ServiceNow).
• Expertise in ITSM tools such as ServiceNow and monitoring tools.
• Expertise in Change Management Risk Management and stakeholder engagement.
• Excellent communication negotiation and stakeholder management skills.
• Strong problem-solving and analytical abilities.
• Ability to manage multiple teams and drive operations maturity across engagement.
• ITIL V3 or V4 Foundation certification (required).

To qualify for the role you must have

• Bachelors or Masters degree in computer science Engineering or related field.
• 15 years of experience in IT Service Management and leading large ITO or managed services delivery.
• ITIL V3 or V4 Foundation certification
• Proven experience managing large-scale multi-tower ITO engagements spanning across diverse technologies and services.

What we look for:

• Enthusiastic learners with a passion for ITSM/ServiceNow projects. Deep expertise in cloud platforms (AWS Azure GCP) and service management tools (e.g. ServiceNow).
• 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.