TechOps-Service Mgmt-ITSM-Manager

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.

Service line – Manager: 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, 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 You will be responsible for leading mid-size application managed services engagements, managing stakeholders and contractual obligations as the Service Manager. You will be responsible to execute sound Service management and transition plans by engaging with multidisciplinary teams, and by identifying, managing and mitigating risk You will be responsible to develop relationships across the business to understand requirements, applying business and technical acumen to solve business problems, with the vision to Grow, Sustain and Improve the through strong ITSM principles, process, automation, innovation and better ways of working. You will be responsible for Service onboarding, Service Transition, Service operations using ITSM leading practices for products, applications and services delivered at EY.   Your Key Responsibilities

Accountable as the point of contact for the service delivery of the Application System Enable ITSM processes (Incident, Problem, Change) end-to-end Ensure service stability, availability, and reliability Drive proactive issue prevention & risk mitigation Establish and maintain operational runbooks & SOPs Manage and communicate with key stakeholders on a weekly and daily basis on the operational support of the Application System Monitor and ensure SLAs are met, issues escalated and prioritized Work with client 3rd party vendors to resolve issues related to the Application System Manage a team of Application Developers, Functional testers, Business Analyst, Technical Architects and Platform and DevOps Engineers to manage the Application System Execute Managed Services and Implement continuous improvements framework including but not limited to Application Management, Automated provisioning, CI/CD pipeline, etc. Work with Build teams to integrate new or enhanced product features for the Application System