Technology Consulting - Managed Services - Information Technology Outsourcing (ITO) - Senior Manager

Ernst & Young Advisory Services Sdn Bhd; Cincinnati (OH); Hybrid; USD 151,000 - 346,000; Full time

Job summary

A leading consulting firm is seeking a Senior Manager to lead the delivery of IT Outsourcing projects. The ideal candidate will have extensive experience in IT service management, overseeing client relationships, and driving innovation. Responsibilities include ensuring service delivery aligns with quality standards and managing cross-functional teams. This role offers a comprehensive compensation package and flexible working arrangements.

Benefits

Comprehensive compensation and benefits package

Flexible vacation policy

Team-led hybrid working model

Qualifications

• 15+ years of experience in IT outsourcing, managed services, or IT operations.
• At least 5 years in a senior leadership role.
• Proven experience managing large-scale, multi-tower ITO engagements.

Responsibilities

• Lead the delivery and transformation of large-scale ITO engagements.
• Manage client relationships and ensure service delivery meets standards.
• Drive innovation and transformation initiatives, including cloud migration.

Skills

IT service management

Outsourcing governance

Digital transformation

Communication

Stakeholder management

Innovation

Education

Bachelor's degree in Information Technology or related field

MBA or relevant Master's degree

Tools

ITIL

AWS

Azure

GCP

ServiceNow

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.

Technology Consulting – Managed Services – Information Technology Outsourcing (ITO) – Senior Manager

Job Summary:

As a Senior Manager in EY’s Managed Services practice, you will lead the delivery and transformation of large-scale Information Technology Outsourcing (ITO) engagements. You will be responsible for managing client relationships, driving operational excellence, and ensuring service delivery aligns with contractual commitments and EY’s quality standards. This role requires a strategic thinker with deep experience in IT service management, outsourcing governance, and digital transformation.

Key Responsibilities:

• Serve as the primary point of contact for ITO clients, ensuring high levels of satisfaction and trust.
• Lead the end-to-end delivery of managed IT services, including infrastructure, applications, and service desk operations.
• Oversee service level agreements (SLAs), key performance indicators (KPIs), and continuous improvement initiatives.

Strategic Planning & Transformation

• Drive innovation and transformation initiatives, including cloud migration, automation, and AI-enabled service delivery.
• Collaborate with clients to align IT services with business objectives and digital strategies.

Team & Stakeholder Management

• Lead cross-functional teams across geographies, ensuring effective collaboration and performance.
• Mentor and develop junior team members, fostering a culture of excellence and continuous learning.
• Manage budgets, forecasts, and profitability of ITO engagements.
• Ensure compliance with contractual obligations and support contract renewals and expansions.
• Identify and mitigate delivery risks, ensuring adherence to EY’s risk management and compliance frameworks.
• Support audits, security assessments, and regulatory compliance efforts.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field; MBA or relevant Master’s preferred.
• 15+ years of experience in IT outsourcing, managed services, or IT operations, with at least 5 years in a senior leadership role.
• Proven experience managing large-scale, multi-tower ITO engagements.
• Strong understanding of ITIL, cloud platforms (AWS, Azure, GCP), and service management tools (e.g., ServiceNow).
• Excellent communication, negotiation, and stakeholder management skills.
• PMP, ITIL, or similar certifications are a plus.

What we offer you

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $151,500 to $346,000.
• Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year.
• Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis.