Senior Service Delivery Manager

Ernst & Young LLP ( EY India ); Ernakulam; On-site; INR 3,000,000 - 4,000,000; Full time

Job summary

EY invites a Senior Service Delivery Manager to join Global Delivery Services. You will oversee client service delivery, lead a team and drive process improvements across cloud platforms and IT services.

You will build strong client relationships, manage SLAs and budgets, and work with sales, operations and IT to ensure high-quality outcomes. Shift and on-call support may be required as part of this role.

Qualifications

• At least one year of experience with cloud-based solutions.
• Knowledge of Microsoft Azure, AWS, or Google Cloud Platform.
• Familiarity with Java framework, SQL Server and MVC patterns.
• Excellent troubleshooting and communication skills.
• Experience with ITIL processes.
• Excellent business communication skills.
• Education in Information Technology or equivalent working experience.
• Exposure to working in shifts and on-call support.
• Jira, Confluence, Flutter, Node.js, MariaDB exposure.

Responsibilities

• Oversee service delivery to clients, ensuring quality and on-time delivery.
• Build and maintain strong client relationships.
• Lead and manage a team of service delivery professionals.
• Identify opportunities for process improvements and best practices.
• Monitor service delivery metrics and prepare reports for senior management.
• Identify potential risks and develop mitigation strategies.
• Collaborate with sales, operations, and IT to ensure seamless service delivery.

Skills

Cloud solutions

Microsoft Azure

AWS

Google Cloud Platform

Java framework

SQL Server

MVC

Troubleshooting

Communication skills

ITIL processes

Shifts/on-call support

Jira Confluence Flutter Node.js Maria

Education

Information Technology or equivalent

Tools

Jira

Confluence

Flutter

Node.js

MariaDB

Job description

TechOps-DE-SDM-Senior

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.

About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda. Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, SriLanka, 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 EY’s 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.

Opportunity

Opportunity for Service Delivery Manager.

Your Key Responsibilities

• Service Management: Oversee the delivery of services to clients, ensuring that they meet quality standards and are delivered on time and within budget.
• Client Relationship Management: Build and maintain strong relationships with clients, understanding their needs and ensuring satisfaction with services provided.
• Team Leadership: Lead and manage a team of service delivery professionals, providing guidance, support, and performance management.
• Process Improvement: Identify opportunities for process improvements and implement best practices to enhance service delivery efficiency and effectiveness.
• Reporting and Analysis: Monitor service delivery metrics and prepare reports for senior management, highlighting performance against KPIs and areas for improvement.
• Risk Management: Identify potential risks in service delivery and develop mitigation strategies to minimize impact on clients and the organization.
• Collaboration: Work closely with other departments, such as sales, operations, and IT, to ensure seamless service delivery and client satisfaction.

Reviews

• Reviews SOW and suggests changes to the engagement manager
• Manage incoming tickets triage & SLAs
• Accountable for adherence to Infosec requirements
• Accountable for DR/BCP Readiness
• Ownership of adherence – in line with agreed SOW, in line with security policies, cost & schedule
• Plans for training of staff on new technologies & new staff members
• Ensure that scope and business needs of project meet the budget
• Monitor customer satisfaction metrics on a regular basis, ensuring that client expectations are met
• Analyse trends
• Facilitate and work with the project team on creating solutions to improve customer satisfaction
• Respond to out of hours support – planned & adhoc
• Responsible for decision-making, optimizing processes, resource management, and overseeing team management as needed for task execution.
• Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles and optimizing and evaluating their performance to meet organizational goals.

Skills and attributes for success

• At least one year of experience with managing solutions based on Cloud (must have)
• General working knowledge with the Microsoft Azure or AWS or Google Cloud Platform
• Familiarity with the Java framework, SQL Server and design/architectural patterns (e.g. Model-View-Controller (MVC))
• Excellent troubleshooting and communication skills
• Attention to detail
• Should have understanding and experience of software development best practices.
• Familiarity with ITIL Process
• Excellent business communication skills
• Education in Information Technology or equivalent working experience
• Have exposure to working in shifts and on-call support.
• Ideally, you’ll also Jira Confluence Flutter Node.js Maria DB

What we look for

• Excellent communication skills, both written and verbal, with the ability to interact effectively with clients and team members

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll 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.

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.

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. We're united by a commitment to create an environment where every individual's 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.

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.

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

“We are an equal opportunity employer and are committed to Diversity, Equity & Inclusion”. EY | Building a better working world