EY Americas Tax Technology Group - Service Delivery Program Manager, Associate Director in United States
Title: Americas Tax Technology Group - Service Delivery Program Manager, Associate Director
Location: United States
Job Number: UNI00AC3
Join our Core Business Services (CBS) team and you will help support the important business enablement functions that keep our organization running strong. As a CBS professional, you will work across teams to provide the knowledge, resources and tools that help EY deliver exceptional quality service to our clients, win in the marketplace and support EY’s growth and profitability. Major teams within CBS include Finance, Information Technology, Human Resources, Enterprise Support Services, Brand Marketing and Communications, Business Development, Knowledge and Risk Management.
Leads the function and resources of Americas Tax Service Delivery teams for a sub-service line(s) and/or specialty practice. The key responsibility of the role is to manage delivery of business solutions for Tax sponsors, stakeholders and users. Primary responsibilities include customer relationship management, problem management and financial management of the program portfolio. Guides the team leveraging ITIL best practice to deliver quality service to application sponsors, stakeholders and users. Handles all people and performance management responsibilities for the Service Delivery Project Management staff of 3-5. The role will include the coaching/mentoring responsibilities for key functional groups which align to the Tax portfolio.
This role requires extensive collaboration with our Tax Technology Enablement Group, Strategy and Architecture, Business Aligned Infrastructure, Information Security, Program Management Office, Tax Quality / EY Independence, Procurement, General Counsel, Global Acquisitions Lead and IT Operations teams to implement solutions and manage the programs across the required geographic areas.
Scope of Responsibilities:
Leading a highly matrixed team to deliver sub-service line(s) and/or specialty practice solutions on time and within budget over multiple fiscal years. Team size will fluctuate based on project cycle and investment levels.
Identify, manage and resolve complex issues, preventing escalations, where possible
Manage, negotiate and resolve project risks effectively
Ensure Security and Enterprise Architecture are involved to keep firm strategy clearly articulated
Influence and contribute to build vs buy decisions when formulating solutions to new challenges
Maintain an awareness of emerging technologies and integrate these into technology discussions and decision-making
Provide guidance and final approvals for ROMs
Determine IT PM resource assignments
Think strategically and identify opportunities for optimization
Leader and team player – sets example for sub-leads, project managers, business analysts and others to follow
Operate as an empowering leader, ensuring our highly motivated and high performing team members are visible, known by leadership and rewarded
Engage with Service Line (SL) or Sub-Service Line (SSL) leadership to understand strategic direction of the business and the role of technology in support of their objectives.
Assessing team structure and competencies to ensure fit for future state. Adjust accordingly.
Ensuring pipeline of projects is understood and program is staffed with the right competencies and capacity to deliver with quality.
Responsible for technical elements of the program (architecture, design, development, testing and implementation). Collaborating closely with business partners who will deliver business requirements.
Managing vendor relationships which could include hardware, software and 3rd party service providers.
Identify vendor(s) - single source or RFP (if RFP, identify targets for solicitation).
Review SOWs from vendor(s).
Present business cases coming forward for funding approval.
Manage ongoing day to day execution and quality from vendor(s).
Monitor forecast / budget (monthly, quarterly and annually) and adhere to GPMO reporting in a timely fashion.
Essential Functions of the Role:
Initiate, build and sustain productive relationships.
Participate/Attend Tax IT Leadership meetings, contribute innovative strategic solutions that align with SL.
Serve as an escalation point for customer concerns if/when they arise. Identify appropriate resolution to achieve client satisfaction in a timely manner.
Monitor and manage end-to-end delivery of the overall program within scope, time and budget.
Enforce standard methodologies, processes and tools and ensure compliance to enterprise architecture, global information security policies and overall firm strategy
Provide leadership and direction to direct reports
Evaluate and identify potential redundant applications, infrastructure and tools
Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, teaching and mentoring
Create an open, honest, accountable and collaborative team environment
Frequency of Supervisory Contact:
• Expected to conduct regular 1:1 briefings with the direct reports on an on-going and regular basis.
• Supervisory communication and managing escalation: Expected to synthesize and communicate project and business issues on an on-going basis, manage the group’s awareness of major business and IT issues, and help to prevent escalations, where possible
The Service Delivery Manager is empowered to exercise sound judgment and encouraged to make clear decisions on project issues, managing customer relationships, delivering value, providing leadership and guidance to direct reports, and partnering with peer team members.
Knowledge and Skills Requirements:
Demonstrates expertise and/or a proven record of success identifying and addressing client needs by:
Developing and sustaining deep client relationships using networking, negotiation and persuasion skills to identify and shape business solutions.
Managing complex relationships between numerous vendors both onshore and offshore.
Demonstrating technical delivery experience and/or deep knowledge of technology development, analysis, quality assurance and overall SDLC methodologies with the ability to articulate business benefits of such disciplines.
Leading teams in a rapidly changing environment; seeking diverse views; coaching staff providing timely and meaningful feedback.
Ability to enable simplification and efficiencies by identifying opportunities to leverage systems and investments across business areas and territories.
• 10 years in a corporate technology or consulting environment working with multiple disciplines to deliver projects in line with customer needs.
• Work experience in a professional services industry, preferred.
• A degree in Computer Science and/or a business related degree (e.g., BS, BA); or equivalent work experience.
• Travel 0-20%
• Excellent communication skills required