USS - Onsite IT and Service Desk Head - GDS Region

Ernst & Young Advisory Services Sdn Bhd; Ernakulam; Hybrid; INR 25,00,000 - 35,00,000; Full time

Job summary

A global consulting firm is seeking an experienced Onsite IT and Service Desk Head for the GDS Region to lead IT service delivery operations. This pivotal role focuses on ensuring exceptional end-user experiences across multiple locations while adhering to global standards. The ideal candidate will bring 15+ years of experience in IT infrastructure management, with proven leadership skills in multi-site operations. Key responsibilities include managing service desk performance, SLA compliance, and developing onsite IT strategies. Competitive compensation offered with broad impact on digital workplace initiatives.

Qualifications

• 15+ years in IT infrastructure/service delivery.
• At least 5 years in a leadership role managing multi-site operations.
• Technical expertise in ITSM and cloud platforms.

Responsibilities

• Own end-to-end delivery of IT services across EY offices.
• Ensure SLA compliance and operational KPIs for Service Desk.
• Manage Service Desk vendor performance.

Skills

End-user computing

ITSM

ITIL v4

Cloud platforms (Azure/AWS)

Network fundamentals

Security fundamentals

Strategic thinking

Stakeholder engagement

Team development

Change management

Strong communication

Problem-solving

Influencing senior stakeholders

Education

ITIL Expert certification

PMP/Six Sigma certification

ISO 20000/27001 familiarity

Job description

USS - Onsite IT and Service Desk Head - GDS Region

Other locations: Anywhere in Country

Requisition ID: 1668041

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.

USS - Onsite IT & Service Desk Head – GDS Region

Position Purpose

Lead EY’s USS (Onsite Technology Support (OSTS) and IT Service desk) related IT service delivery operations across GDS location, ensuring exceptional end-user experience, operational stability, and alignment with EY’s global standards. This role drives proactive support, total ownership, and continuous improvement for all service desk and onsite IT services in India.

Key Responsibilities

• Own end-to-end delivery of IT services across EY offices under GDS region.
• Ensure SLA compliance, CSAT/NPS targets, and operational KPIs for OSTS and Service desk.
• Act as escalation point for critical incidents and ensure timely resolution.
• Manage Service Desk vendor and ensure GDS region performance is above defined SLA’s.
• Monthly Status updates to all key stake holders on performance and key initiatives.
• Develop and execute GDS-specific onsite IT strategy aligned with global USS roadmap.
• Lead and mentor a team of 200+ onsite engineers and managers across multiple cities.
• Partner with business leaders, Talent, CBRE, and global IT teams to support office projects and wavespace™ events.
• Manage GDS region budgets for onsite IT services, ensuring cost optimisation and accurate forecasting.
• Ensure compliance with EY’s security, risk, and data protection standards.

Required Skills & Qualifications

• 15+ years in IT infrastructure/service delivery, with at least 5 years in a leadership role managing multi-site operations.
• Technical expertise: End-user computing, ITSM, ITIL v4, cloud platforms (Azure/AWS), network and security fundamentals.
• Leadership competencies: Strategic thinking, stakeholder engagement, team development, and change management.
• Certifications: ITIL Expert, PMP/Six Sigma preferred; ISO 20000/27001 familiarity.
• Soft skills: Strong communication, problem-solving, and ability to influence senior stakeholders.

Performance Metrics

• SLA and CSAT compliance.
• Contact Reduction.
• Reduction in aged incidents and idle tickets.
• Cost efficiency and resource utilization benchmarks.
• Knowledge Management KPI’s.
• Asset Management KPI’s..

Why This Role Matters

The USS Head of GDS is the face of EY Technology for thousands of employees in GDS across six countries ensuring seamless IT experiences that enable productivity and client service excellence. This role is pivotal in driving EY’s digital workplace vision and embedding a culture of proactive support and total ownership.

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