Job
Description
At EY Technology, we understand that technology is the key to unlocking our clients potential and creating lasting value through innovation. Were building a better working world by providing EY and our clients the products, services, support & insights to win in the market. We create value by helping clients solve complex business problems through differentiated technological solutions. We innovate in how we deliver products and support to the enterprise to enable our success. The Selected Candidate
As IT Delivery Manager for ODC, you will be responsible for orchestrating and overseeing the IT setup, operation, and management of Offshore Delivery Centers. You will ensure that technologies in ODCs operate efficiently, meet client requirements, and maintain high standards of security, quality, and service delivery.
Leads the leads the consulting, design and delivery of ODC IT Infrastructure Is accountable for operations and support for all technology components leveraged by the ODCs Drive best practices for data security, privacy, and integrity Ensure the reliability and efficiency of IT infrastructure Works with other departments across the business to help define and deliver business value, as well as interfacing and communicating with program teams, management and stakeholders to deliver niche and complex ODC projects
Your Key Responsibilities Include
Manage the IT lifecycle of ODCs, including presales technology conversations, build, operations, end-of-life management, and decommissioning. Coordinate with cross-functional teams to ensure seamless project execution and ODC operations. Monitor ODC performance, identifying and addressing any issues or risks. Manage incident, problem, change, and release processes in alignment with ODC best practices. Communicate regularly with clients to provide updates and gather feedback. Ensure that all ODC related IT deliverables meet quality standards and client expectations. Manage ODC IT resources, including internal resources and external vendors. Oversee the implementation of security measures and quality assurance mechanisms in ODCs. Ensure compliance with service level agreements (SLAs), KPIs, contractual obligations, and governance protocols. Develop and maintain project plans, schedules, and budgets for ODC setup and operations. Implement and maintain quality assurance processes to deliver high-quality solutions. Define, deploy, continuously evaluate, and improve delivery processes. Accountable for oversight of any third party deliverables and service
Client Engagement
Act as the primary point of contact for clients, managing relationships and ensuring client satisfaction. Single point of contact for client and account leadership team with respect to all ODC IT ops/compliance Conduct regular service reviews and governance meetings Build and maintain strong client relationships to ensure satisfaction and retention
Continuous Improvement
Identify and implement service optimization opportunities Drive automation, standardization, and best practices across engagements Monitor service trends and proactively address recurring issues Drive continuous improvement initiatives to enhance operational efficiency.
Financial & Contract Management
Track and report on service delivery budgets, forecasts, and actuals Manage vendors, support contract renewals, scope changes and commercial discussions
Operations and Monitoring
Single point of contact for client and account leadership team with respect to all ODC IT ops/compliance Anchor client calls specific to ODC IT ops Lead audit and compliance specific to IT security, IT ops and compliances Implement and manage monitoring tools to ensure continuous availability and performance of IT services. Lead the response to operational incidents, ensuring timely resolution. Continuously monitor and optimize system performance. Plan and manage the capacity of IT resources. Generate and present regular reports on operational performance. Ensure compliance with relevant regulations and standards. Manage relationships with third-party vendors and service providers. Oversee the implementation of changes to IT systems and services.
Skills and Attributes for Success
Deep understanding of service-level agreements (SLAs), governance, and compliance requirements. Project Management Expertise Strong skills in planning, execution, and monitoring of transition activities. Governance & Compliance Knowledge Understanding of regulatory requirements, service level agreements (SLAs), OLAs Stakeholder Management Ability to coordinate and communicate effectively with internal teams and Business stakeholders Ability to analyse risk management frameworks and proactively mitigate operational risks. Ability to manage stakeholder expectations and bridge gaps between client teams and Support teams Capable of effectively managing and adapting in real-time to handle last-minute requests and escalations.
Required Technical Skills
Expertise in IT Service Management (ITSM) frameworks such as ITIL. Strong understanding of IT infrastructure, software development, and ODC specific networking (VPNs, MPLS, SD WAN etc.) and delivery methodologies. Prior experience in setup/operation of ODCs Understanding COR, DCCR, VDO Deep understanding of IT Networking, Cloud and various types of VPN solutions
Education
Bachelors degree in Computer Science, Information Technology or any related field. ITIL Intermediate certification
