Senior Manager-IT Service Delivery-KCS Methodology- Bangalore

EY; Ernakulam; On-site; INR 6,75,000 - 9,00,000; Full time

Job summary

A leading global professional services firm is seeking a knowledgeable USS Support Knowledge, Quality, Training and Support Readiness Lead in Ernakulam, India. The individual will guide the team in delivering effective support services, overseeing transitions and ensuring support readiness, all while embracing a culture of continuous improvement. An ideal candidate should possess 15+ years in service delivery and project management expertise, along with relevant certifications. The position offers opportunities for career advancement in a diverse environment.

Benefits

Continuous learning opportunities

Flexible working arrangements

Transformative leadership insights

Diverse and inclusive culture

Qualifications

• 15+ years of experience in service delivery and leading support teams.
• Proven experience in strategic roles involving service operations.
• Strong project management skills and ability to manage complex changes.
• In-depth understanding of knowledge management practices.
• Ability to influence diverse stakeholders.

Responsibilities

• Develop and execute strategy for service delivery and support readiness.
• Lead cross-functional teams to ensure quality service preparation.
• Establish metrics and KPIs to enhance performance.
• Manage communication plans during transition phases.
• Conduct reviews of support operations for improvement.

Skills

Strategic planning

Project management

Leadership

Analytical thinking

Communication

Education

Bachelor's degree in Business Administration or related field

ITIL certification

PMP or Prince2 certification

Job description

Job Description

At EY, we’re all in to shape your future with confidence.

We’ll 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.

Unified Support Services (USS) USS Support Knowledge, Quality, Training and Support Readiness Lead : (U63. USS Functional Excellence)

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization. Fueled by a US$1.5+B investment in technology and innovation, EY is primed to guide clients in their efforts to drive sustainable growth, create new value, and build new and better ways of working. As part of Enterprise Technology, you’ll be at the forefront of integrating technology into 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

EY’s global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government like entities.

The USS Support Knowledge, Quality, Training and Support Readiness lead is a key role focused on ensuring that the Unified support services team is fully prepared to manage and support new systems, services, or processes post-implementation. This individual is responsible for the strategic planning and execution of activities that facilitate a smooth transition from development to operational support. The ideal candidate will possess a blend of strategic vision, project management expertise, and a deep understanding of support operations, enabling them to guide the organization through complex changes.

Your key responsibilities

• Develop and execute a comprehensive strategy for USS Service delivery and support readiness that aligns with USS objectives and minimizes operational disruption.
• Collaborate with senior leadership, project managers, and support teams to define transition success criteria and readiness requirements.
• Lead cross-functional teams in the preparation of support models, ensuring that new services are sustainable and meet quality standards.
• Oversee the development of training programs and materials to equip support staff with the necessary skills and knowledge to handle new systems or changes.
• Collaborate with project teams to capture critical knowledge from new systems or services and ensure it is effectively transferred to support teams.
• Lead the creation, organization, and maintenance of knowledge repositories, including documentation, FAQs, and support guides, to facilitate quick and accurate issue resolution.
• Establish metrics and KPIs to measure the effectiveness of transition and support readiness efforts, making data-driven decisions to enhance performance.
• Manage communication plans to ensure transparency and alignment across the organization during transition phases.
• Work with stakeholders to identify knowledge gaps and develop strategies to address them, ensuring that support teams are fully equipped to handle new challenges.
• Establish processes for ongoing knowledge curation and validation to maintain the accuracy and relevance of support information.
• Conduct strategic reviews of support operations to identify opportunities for improvement and innovation.
• Provide thought leadership on best practices in transition management and support readiness, keeping abreast of industry trends and advancements.
• Communicate effectively with all levels of the organization to advocate for the importance of knowledge management in successful transitions.

Skills and attributes for success

This individual should possess a combination of technical skills, analytical abilities, and leadership attributes.

To qualify for the role, you must have

• Overall 15+ years of experience in Service delivery, leading support teams and vendor deliverables
• Proven experience in strategic roles involving Service operations delivery transition management, support readiness, and knowledge management(KCS).
• Strong project management and leadership skills, with a track record of managing complex organizational changes.
• Excellent communication and interpersonal skills, with the ability to influence and engage diverse stakeholder groups.
• In-depth understanding of knowledge management practices and IT service management frameworks, such as ITIL.
• Analytical thinking and strategic planning abilities, with a focus on long-term success and sustainability.
• Knowledge of change management principles and methodologies.
• Ability to work effectively under pressure and manage multiple priorities in a dynamic environment.

Ideally, you’ll also have

What we look for

• Bachelor's degree in Business Administration, Information Technology, Project Management, or a related field
• ITIL certification, PMP or Prince2 certification is a must

What we offer

As part of this role, you'll work in a highly integrated, global 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 goes above and beyond too, focusing 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 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.

Please apply to this role only through the ‘Apply’ link (not through the local office). Your application will then be routed to the appropriate recruiting team.

The exceptional EY experience. It’s yours to build.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.