Service Lead (SA) - Data & Analytics - Technology Consulting

Ernst & Young Advisory Services Sdn Bhd; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading consulting firm in Singapore is seeking a Service Lead (Senior Associate) to oversee high-quality IT service delivery. The ideal candidate will have expertise in IT Service Management and ITIL practices, with strong leadership skills and a background in Data and Analytics. Responsibilities include managing service teams and implementing effective service management processes. This full-time role offers competitive remuneration and flexible working arrangements.

Benefits

Continuous learning opportunities

Flexible working arrangements

Transformative leadership coaching

Diverse and inclusive culture

Qualifications

• Minimum of 5 years of experience in a service management role within an IT environment.
• Prior experience in a leadership or supervisory position is preferred.

Responsibilities

• Lead the service management team to ensure efficient delivery of IT services.
• Implement and maintain ITIL-based service management processes.
• Collaborate with teams to align IT services with business needs.
• Monitor service performance metrics and conduct regular reviews.
• Act as a point of escalation for complex service issues.

Skills

IT Service Management

ITIL practices

Data and Analytics

Project Management

Leadership

Education

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Tools

SAS

Job description

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.

The opportunity

EY DnA is the data and advanced analytics capability within EY Asia-Pacific, with over 500 specialist employees working across multiple industry sectors.

We implement information-driven strategies, data platforms and advanced data analytics solution systems that help grow, optimize and protect client organizations. We go beyond strategy and provide end to end design, build and implementation of real life data environments and have some of the best architects, project managers, business analysts, data scientists, big data engineers, developers and consultants in the region.

We are looking for a Service Lead (Senior Associate) within the DnA team in our Singapore office. This role is offered on a flexible full time basis. The ideal candidate will be well-versed in IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) practices. The Service Lead will be responsible for overseeing the delivery of high-quality IT services and ensuring that our service management processes align with ITIL standards. A background in Data and Analytics is highly desirable to facilitate effective communication and swift integration into our ongoing projects.

Your key responsibilities

• Lead the service management team to ensure efficient and effective delivery of IT services.
• Implement and maintain ITIL-based service management processes, including incident management, problem management, change management, and continuous service improvement.
• Collaborate with cross-functional teams to align IT services with business needs and objectives.
• Monitor service performance metrics and conduct regular reviews to identify areas for improvement.
• Manage service level agreements (SLAs) and ensure compliance with contractual obligations.
• Act as a point of escalation for complex service issues and coordinate resolution efforts.
• Facilitate communication between technical teams, stakeholders, and customers to ensure transparency and understanding of service-related matters.
• Drive the adoption of best practices in service management and promote a culture of continuous improvement.
• Contribute to the development and execution of strategic plans for the IT department.
• Mentor and develop team members to enhance their skills and performance.

Skills and attributes for success

• Proven experience in IT Service Management and familiarity with ITIL practices.
• Strong background in Data and Analytics, with the ability to understand and engage in technical discussions.
• Previous experience with SAS (Statistical Analysis System) is advantageous.
• Project Management experience, with a track record of successfully leading and delivering IT projects.
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills, with the ability to interact effectively at all levels of the organization.
• Ability to work in a fast-paced and dynamic environment.

To qualify for the role, you must have

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in a service management role within an IT environment.
• Prior experience in a leadership or supervisory position is preferred.

What we look for

• Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry.
• An effective communicator, you’ll be a confident leader equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization.

What we offer

EY offers a competitive remuneration package commensurate with your work experience where you’ll be rewarded for your individual and team performance. We are committed to being an inclusive employer and are happy to consider flexible working arrangements, where this may be needed, guided by our FWA Policy.

• 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.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.