Director, Service & Operations Transformation

EY; Greater London; On-site; GBP 120,000 - 170,000; Full time

Benefits offered by this job

Flexible working

Career development

Total Rewards package

Job summary

EY Studio+ UK is seeking a Director of Service & Operations to lead cross-functional teams delivering complex customer service transformations for major UK clients. You will own senior relationships, define strategic roadmaps, and drive platform-enabled delivery across enterprise programmes.

You will influence operating models, data and digital platforms, balancing growth with delivery excellence while shaping EY Studio+ propositions for the market.

Qualifications

• Track record delivering complex customer service/operational transformation in large environments.
• Experience leading multi-workstream programmes with senior client stakeholders.
• Ability to define and influence product and transformation strategy at scale.
• Proven ability to develop and grow client relationships and commercial outcomes.

Responsibilities

• Lead and oversee large, multi-workstream transformation programmes delivering customer service improvements.
• Own senior client relationships and shape transformation agendas.
• Set direction for product-enabled and platform-aligned delivery, ensuring scalability and value.
• Oversee delivery teams, manage risks and stakeholder communications at multiple levels.
• Drive practice growth, opportunity identification and market leadership.
• Shape operating models, data platforms and tech-enabled service delivery for complex clients.

Skills

Executive stakeholder engagement

CRM platforms

Data analytics

Service design

Operating model design

Team leadership

Product management

Agile delivery

Tools

SQL

HTML

RML

Django

Liquid

GraphQL

Asana

Jira

MIRO

Datagrib

Databricks

Github

Datadog

Sentry

Job description

EY Studio+ UK is seeking a Director of Service & Operations to lead cross-functional teams delivering complex customer service transformations for major UK clients. You will own senior relationships, define strategic roadmaps, and drive platform-enabled delivery across enterprise programmes.

You will influence operating models, data and digital platforms, balancing growth with delivery excellence while shaping EY Studio+ propositions for the market.