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EY GDS – Data and Analytics (D&A) –Managed services- Manager
We’re looking for candidates who can fullfil the role of Service Delivery Manager (SDM) to work as part of the of the AI&Data Team, and is tasked with a pivotal leadership role in the management and oversight of contracted services within the account. The SDM will act as the operational owner of the Statement of Work (SoW), ensuring that all service delivery aligns with Service Level Agreements (SLAs).This role requires an individual with strong data and analytics background, third party vendor management skills, expertise in cloud-related technologies, and a results-driven mindset focused on operational excellence, continuous improvement, and commercial accountability.
Your Key Responsibilities
- Oversee Support Operations: Ensure the efficiency and effectiveness of all support operations within the Account.
- Collaborate with Stakeholders: Engage in regular discussions with clients, internal teams, and external partners to align on support strategies.
- Issue Resolution Management: Proactively identify and escalate application-related issues to vendors and stakeholders to ensure timely resolution.
- Service Level Assurance: Monitor and maintain service continuity to meet agreed-upon service levels.
- Performance Reporting: Generate and present periodic reports on support function performance, including metrics on service delivery and financial health.
- Incident Management: Act as the escalation point for support incidents, ensuring swift resolution and communication.
- Team Leadership: Lead and mentor the support team, fostering a culture of high performance and continuous improvement.
- Offshore Support Coordination: Manage the offshore support process, ensuring seamless delivery of services across locations.
- Escalation Management: Identify, escalate, and resolve issues as they arise, ensuring minimal disruption to service.
- Resource Management: Oversee resource induction, allocation, effort tracking, and staff development to optimize team performance.
- Risk Assessment: Regularly review and manage risks associated with support operations to enable proactive decision-making.
- Leadership Development: Cultivate a high-performance work culture through effective leadership and people management practices.
- Second-Level Support: Serve as the second-level point of contact for offshore support, providing guidance and assistance as needed.
- Proactive Issue Management: Implement strategies for risk and issue management to mitigate potential disruptions in service delivery.
- Customer Satisfaction Oversight: Monitor customer feedback and satisfaction levels to ensure high-quality support services.
- Training and Development: Develop and implement training programs for support staff to enhance their skills and knowledge.
- Process Improvement: Identify areas for process improvement within the support function and implement best practices.
- Budget Management: Manage the budget for the support team, ensuring resources are allocated effectively and efficiently.
- Technology Utilization: Leverage technology and tools to streamline support processes and improve service delivery.
- Support Documentation: Ensure that all support processes and procedures are well-documented and accessible to the team.
- Performance Metrics Analysis: Analyze performance metrics to identify trends and areas for improvement in support operations.
- Crisis Management: Develop and implement crisis management plans to address potential service disruptions.
- Vendor Management: Manage relationships with third-party vendors and service providers to ensure quality support services.
- Compliance and Standards: Ensure that support operations comply with industry standards and regulatory requirements.
- Workforce Planning: Plan and forecast staffing needs based on support demand and service level agreements.
- Conflict Resolution: Address and resolve conflicts within the support team or with customers to maintain a positive work environment.
- Reporting and Analytics: Create detailed reports and analytics on support performance for management review.
- Onboarding New Team Members: Develop and implement a structured onboarding program for new support staff to ensure they are equipped with the necessary knowledge and skills.
- Offboarding Process: Develop and manage a structured offboarding process for departing team members to ensure a smooth transition.
- Transition : Facilitate comprehensive knowledge transfer sessions between the development and support teams to ensure proper handshaking.
Skills And Attributes For Success
- High level of stakeholder management, with the ability to influence without authority.
- Critical thinking and structured problem-solving under pressure.
- Strong contract interpretation and vendor governance capabilities.
- Effective communicator—capable of translating between business, legal, and technical teams.
Skills And Attributes For Success
- High level of stakeholder management, with the ability to influence without authority.
- Critical thinking and structured problem-solving under pressure.
- Strong contract interpretation and vendor governance capabilities.
- Effective communicator—capable of translating between business, legal, and technical teams.
To Qualify for the Role, You Must Have
- 10-15 years of experience in service delivery management or similar roles in data and analytics.
- Demonstrates the ability to work across multiple shifts and during off-office hours, ensuring availability and responsiveness to meet organizational needs and support service delivery requirements.
- Possesses strong expertise and in-depth knowledge of both cloud and traditional technology stacks, including but not limited to Azure, AWS, DBX, MSBI, Tableau, Power BI, and BODS.
- Strong understanding of ITIL/ITSM practices, SLA tracking, and service management frameworks.
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EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.
