Director, Service & Operations - Transformation Leader

EY; City of Edinburgh; On-site; GBP 120,000 - 190,000; Full time

Job summary

EY Studio+ UK is seeking a Director, Service & Operations to shape, deliver and scale service innovation for complex UK clients. You will lead multidisciplinary teams, own high-value programmes, influence senior stakeholders, and act as a visible EY Studio+ ambassador in the market.

The role blends strategy with hands-on delivery across customer experience, data platforms and operating models. As a senior leader, you will manage portfolios, drive growth, and ensure profitability while navigating

Qualifications

• Demonstrated track record delivering large enterprise service and operations transformations.
• Experience engaging with C-suite and senior stakeholders and shaping transformation roadmaps.
• Background in customer service, platform-enabled delivery and operating model design at scale.

Responsibilities

• Lead and oversee large, complex multi-workstream transformation programmes.
• Own senior client relationships, shaping transformation agendas and partnerships.
• Set direction for product-enabled and platform-aligned delivery and ensure scalability.
• Oversee delivery teams with risk management and stakeholder communication.
• Drive EY Studio+ growth, propositions and market presence.

Skills

Stakeholder engagement

Leadership

Strategy & vision

Service design

Program management

Regulated industries

Tools

CRM / Billing Platforms

Jira

Job description

EY Studio+ UK is seeking a Director, Service & Operations to shape, deliver and scale service innovation for complex UK clients. You will lead multidisciplinary teams, own high-value programmes, influence senior stakeholders, and act as a visible EY Studio+ ambassador in the market.

The role blends strategy with hands-on delivery across customer experience, data platforms and operating models. As a senior leader, you will manage portfolios, drive growth, and ensure profitability while navigating