TechOps-DE-SDM-Senior

EY; Ernakulam; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health and wellness packages

Premium benefits

Learning opportunities

Job summary

EY Global Delivery Services in India seeks a Service Delivery Manager to oversee multi‑client service delivery, drive process improvements, and manage teams across tech and operations. You will coordinate with sales, IT, and operations to ensure quality, timelines, and budget adherence, while upholding Infosec and DR/BCP readiness.

The role requires cloud experience (Azure/AWS/GCP), Java MVC knowledge, SQL Server, and ITIL familiarity, with strong communication and leadership skills.

Qualifications

• At least one year of experience with managing solutions based on Cloud.
• Experience with cloud platforms (Azure/AWS/GCP).
• Knowledge of Java MVC and SQL Server.
• Familiarity with ITIL processes and strong communication.
• Exposure to on‑call support and shift work is desirable.

Responsibilities

• Oversee delivery of services to clients, ensuring quality and on‑time completion.
• Manage client relationships and ensure satisfaction with services.
• Lead a team of service delivery professionals and provide performance guidance.
• Identify process improvements and drive best practices.
• Monitor KPIs, prepare management reports, and track risks and budgets.
• Collaborate with sales, operations, and IT to ensure seamless service delivery.
• Review statements of work and coordinate changes with the engagement manager.
• Triage incoming tickets and ensure adherence to SLAs.
• Ensure compliance with Infosec requirements and DR/BCP readiness.

Skills

Cloud platforms

Azure

AWS

GCP

Java MVC

SQL Server

Troubleshooting

ITIL knowledge

Communication

InfoSec awareness

Education

IT related degree

Tools

Jira

Confluence

Flutter

Node.js

MariaDB

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.

TechOps_DE_SDM_Senior3

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, 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 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.

The 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 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.

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. 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.
• 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.

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.

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.