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EY Service Delivery Manager - CRM Infra and Release Management in Cleveland, Ohio

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities. At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Enterprise Technology provides reliable, secure and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure.

Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity

The CRM Infrastructure and Release Management Service Delivery Lead is responsible for understanding business technology at a deep level to create product vision and drive its execution. This role is accountable for the successful planning, coordination, and delivery of all integrated Dynamics environments, the management and coordination of Release/Wave Schedules and Change Management. This role is ideal for someone with strong operational excellence and leadership skill set, outstanding prioritization, facilitation, and communication skills.

Key responsibilities

  • Coordinates, plans, and manages activities within the CRM Infrastructure and Release Management team.

  • Environments planning, availability, refresh & builds, consumption & utilization.

  • Release Management planning, wave planning, communications & coordination of release timing.

  • Change Management operational support, version control and co-ordination of operational readiness.

  • Defines and drives documentation standards. Reviews & ensures adhesion to the identified standards.

  • Issue resolution

  • Provide leadership, direction and coaching to team members.

  • Eliminates communication gaps between business and development teams.

  • Actively participate in SAFe related practices.

  • Ensuring that project rigor is in place for the planning, status reporting, and delivery of development cycles and auxiliary projects.

  • Identify areas for operational optimization such as reduced operation cost, increase quality, etc.

  • Participates in budget planning.

  • Develop ongoing resource plans and sourcing models for the CRM Product Enhancement

Analytical/Decision Making Responsibilities

  • Senior communication capability required with Global Markets, Service Line and ET leadership. The role also requires relationship management skills to influence and motivate resources from ET that will not be direct reports.

Knowledge and Skills Requirements

The role requires a good working knowledge of the IT infrastructure within EY but more importantly a great perspective on the business and the internal stakeholders we serve. The functional requirements of the technology we acquire, build or modify depend on the role’s ability to translate business need into technical requirements. A longer-term roadmap and vision for individual application as well as the broader platforms will be necessary for effective development and deployment of the projects.

  • Understanding and knowledge of CRM processes and systems would be a distinct advantage. Any prior knowledge or experience of Dynamics 365 preferred.

  • Experience working in Scaled Agile Framework with proven track record of successful execution.

  • Proven ability to drive change and work effectively across business boundaries.

  • Partner with Product Owners, and business stakeholders to ensure alignment on strategy, vision, road map and execution.

  • Develop trust-based relationships with key stakeholders

  • Tracks and communicates key metrics, such as feature, business value and implementation.

  • Experience with Azure Dev Ops, Jira or a similar technology

To qualify for the role you must have

  • Bachelor’s Degree in Computer Science, Management of Information Systems, or related business discipline(s).

  • 10+ years managing large scale multi-year software implementations.

  • 5+ years in Environments planning and maintenance.

  • 5+ years in Release Management and planning

  • 5+ years in Change Management

  • Excellent analytical, problem solving, decision making, interpersonal and communication skills.

  • Implementation or migration experience with any CRM or ERP project.

  • High motivated, self-directed individual with the ability to work independently.

  • Experience with multiple SDLC methodologies (waterfall, unified, Agile).

  • Strong project management capabilities with ability to multi-task. • Solid understanding of Scrum, Kanban, Lean, SAFe

  • Strong conflict resolution skills required.

  • Microsoft Office products are a must have.

  • Knowledge of Microsoft CRM Dynamics is a great plus.

  • Experience with any of CRM platforms is preferred.

  • SAFe Practitioner, SAFe Product Owner/Product Manager or other related certifications is preferred.

What we look for

  • A self-starter, independent-thinker, curious and creative person with ambition and passion

What we offer

The compensation ranges below are provided in order to comply with United States pay transparency laws. Other geographies will follow their local salary guidelines, which may not be a direct conversion of published US salary ranges.

We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The salary range for this job in most geographic locations in the US is $133,300 to $249,300. The salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $160,000 to $283,300. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

  • Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.

  • Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.

  • Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.

  • Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

EY | Building a better working world

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.

EY is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.

EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, type Option 2 (HR-related inquiries) and then type Option 1 (HR Shared Services Center), which will route you to EY’s Talent Shared Services Team or email SSC Customer Support at ssc.customersupport@ey.com