EY Service Management Operations Manager in Bangalore, India

Service Management Operations Manager

Core Business Services

Requisition # BEN0045P

Post Date May 09, 2018

The Service Management Operations Manager (SMOM)oversees the delivery of services or service technology to EY’s clients or customers. The manager confirms that established policies and procedures (P&Ps) are in place designed to ensure consistently high service performance and has the freedom to review said P&Ps and provide feedback and suggestions for improvement. The SMOM will monitor service delivery (service request, incident, problem and change), managing it in accordance with ITIL best practices and compliance with published OLAs/SLAs. The SMOM may also from time-to-time monitor and evaluate customer feedback to develop quality improvement processes and be involved in vendor and license management as required.

Essential Functions of the Job:

Preform analysis on 100% of the service requests, incidents, problems and change requests to ensure compliance to established OLAs/SLAs and meeting customer expectations.

  • Works closely with the Service Desk manager(s) and Operations Support managers to ensure work is being completed in an efficient and expeditious manner.

  • Provide data and reporting of KPI’s and trends to IT operations and others in ad-hoc, weekly, monthly and as needed. May drive Ticket Deep Dives and develop strategies for improvement

  • Oversees the problem management team/process to determine root cause of issues and communicate appropriately to internal and external stakeholders

  • Oversees the change management process to assure compliance with published change control processes and procedures

  • May oversee other ITIL processes and procedures as required by operations management

  • Review the requirements needed to support the delivery of services and conducts current state assessments which involves gathering current data and reviewing with and/or presenting to stakeholders

  • Contributes to identifying workshop approaches and materials aimed at improving SMOM capabilities

  • Consults to determine specific service needs from the identified stakeholder group through the presentation of information to stakeholders for validation in one-to-one, small group and workshop settings

  • Facilitates discussions to validate compliance to published standards to ensure operations is meeting the needs of the platform and the overall program (requires GOOD verbal and written communication skills)

  • Collaborates with Transition Management to support improvement of deployment activities (Change management)

  • By collaboration with Business Process Engineers, may collect and analyze process data to initiate, develop and recommend leading practices that supports the platform needs that focus on enhanced security, increased productivity, and reduced cost (strong understanding of ITIL principles a plus here)

Analytical/Decision Making Responsibilities:

  • Responsible for obtaining and reporting on the status of assigned tasks from Program work stream leaders

  • Escalates issues encountered to the Managed Services Platform Operation Leader and MSP Operations Support Manager

  • Notifies appropriate stakeholders and Operations Lead/Support Manager of variances from plan and identifies changes in scope of work

  • Recommends and facilitates quality improvement efforts

  • Facilitates the collection of process requirements to help drive tool selection

Knowledge and Skills Requirements:

  • Must be familiar and comfortable with organizational change programs, business systems and industry requirements

  • Demonstrate skills and proficiency in service management, process and procedure writing, requirements evaluation and development and management practices

  • Excellent communications skills - strong verbal and written communication skills

  • Attention to detail and strong organizational skills

  • Ability to oversee and manage multiple tasks in a fast-paced environment

  • Ability to work effectively with internal and external clients as well as across multiple geographies

  • Good relationship building skills both within team, between teams, and across geographies

  • Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change

  • Must be familiar with producing and analyzing metrics related to ITIL best practices including (but not limited to) Incident, Problem and Change management

  • Familiarity with ServiceNow case management system a plus

  • Proficient consulting skills

Supervision Responsibilities:

  • Receives general direction and minimal direct supervision

  • Supports the orientation of team members

  • Provides guidance and assistance to junior members

Other Requirements:

  • Able to operate in a virtual environment

  • Flexible to conduct business in hours that are flexible with a global team

Job Requirements:


University degree or equivalent work experience


Approximately 5 – 8 years relevant work experience

Experience in a range of industry leading practices and frameworks such as ITIL, BPM, Service Management

Experience working with process measurement and optimization initiatives

Certification Requirements:

ITIL Foundation, Six Sigma, Lean, Agile/Scrum