Job Description

  • Tower Service Management Operations Lead will drive and manage service performance and improvement of service management processes. The lead will ensure implementation of ITIL standard practices customised to the business context of TFO delivery. Across the following processes:

  • Incident Management,

  • Problem Management,

  • Service Request Management

  • Change Request Management

  • Knowledge Management

  • Access Management

  • SLA Management

  • Quality Management,

  • Configuration Management

The role also needs to manage the governance across the engagement internally as well as with the client.

  • Deliver service commitments (SLA&OLA) and ensure delivery of contractual KPI/CPI

  • Work closely with the SDM on daily operational requirements and also for account planning & manage resources requirements

  • Provide a single view of delivery across business, data, service management and technology operations - internally as well as to the client

  • Support process governance by conducting weekly/monthly meetings to review performance, issues and risks with the process managers and account teams

  • Ensure account level knowledge documentation is available and regularly reviewed (i.e. Run Books, SOPs, SharePoint Admin, etc.)

  • Identify / implement process improvement through Continual Service Improvement Process (CSI)

  • Implement ITIL standard practices across all processes.

  • Provide mentorship for process managers in each of the areas.

  • Engagement
Reporting Lines

  • Tower SMO Lead will report into the Head of Service Management for Tower

  • Functional in EY

  • SMO lead is part of the Service Management team and reports into Global Managed Services Service Management Leader
Infrastructure/Capabilities to support this role;

  • Standard ITIL processes and process managers handling individual processes

  • EY Technology and Data operation teams for core support

  • Project Management office
Skills and Capabilities

  • At least 15+ years of total experience with min 5+ years of people management experience

  • Experience in Service Life cycle Management with relevant experience in Service Operations, Transition and Continuous Improvement.

  • Working knowledge of ITIL process including Incident, Problem and Change Management, configuration management and Access Management.

  • Coordination and interpersonal skills required to work across multiple service teams to communicate effectively to both internally and externally facing organizations.

  • Should communicate urgency and impact to restore service as quickly as possible.

  • Should be able to manage stakeholders in positive, poised and effective manner.

  • Solid reporting skills via various tools and applications and implement Reporting Cycles/Methods

  • Relationship Management and Manage Crisis

  • Manage Systems Management Metrics


Company Details

  • Company Name: Ernst & Young
  • Company Description:
    At EY, our purpose is Building a better working world. The insights and quality services we provide help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities.In a world thatu2019s changing faster than ever, our purpose acts as our u2018North Staru2019 guiding our more than 260,000 people u2013 providing the context and meaning for the work we do every day. We help digital pioneers fight data piracy; guide governments through cash-flow crises; unlock new medical treatments with data analytics ; and pursue high quality audits to build trust in financial markets and business. In other words, working with entrepreneurs, companies, and entire countries to solve their most pressing challenges.
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