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EY EY Technology Enterprise Services Leader in Columbus, Ohio

EY Technology Enterprise Services Leader

Core Business Services

Requisition # UNI00GG0

Post Date Nov 24, 2020

The Opportunity

EY’s global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government like entities.

The EY Technology Enterprise Services position is responsible to deliver shared services across the 3 IT groups that make up EY Technology. The shared services are centered around: service desk, Enterprise Service Management (ESM), operations and associated reporting and support for DR/BCP and risk processes. For each service, the function will set the overall strategy, work with various partners to ensure the needs of the enterprise customers are met through consistent and effective service delivery. Additionally, this role maintains the service and product catalog, working with the solution and product teams in transitioning their solutions to viable services. Focusing on service quality experience, this function will apply continuous improvements and innovation through self-services, business continuity assurances, and optimal problem and incident management at a global scale.

EY is seeking a forward-thinking IT executive to design, build and transform this newly envisioned group. This executive must:

  • Lead and create a customer-centric culture that focuses on innovative and best-in-class customer service design and execution

  • Serve as an innovative inspiring leader to align technology solutions with customer needs to deliver an integrated customer experience

  • Is responsible for best-in-class service solutions that exceed organization and customer needs and expectations

  • Effectively operate in a complex global organization, collaborating with a global customer and partner groups

  • Assemble and lead a high performing team with a laser focus on exceptional customer service and promotes an inclusive and mentoring culture

Your key responsibilities

  • Accountable for the creation and execution of an overarching global strategy for IT service delivery which supports business and customer needs and expectations, and incorporates modern, cloud and other digital technologies

  • Owns the creation and sustainment of customer experience journey maps and gathers feedback from user and uses industry trends to refine customer journey roadmaps.

  • Responsible and accountable for the quality of IT Service and performance, and for IT end-to-end customer service, to enable effective service delivery to end users and ensure service support and delivery processes are in place to meet customer needs and expectations.

  • Oversees the definition and deployment of common IT service management and operations methodologies, processes, and tooling that create a standardized approach to managing, monitoring, and reporting on IT technical support for globally complex organization

  • Collaborate and partner with other domain leaders internal and external to Enterprise Technology (e.g., ET, Client Technology, Information Security)on the assessment, creation and delivery of IT customer service and operations

  • Collaborate with global operations and management teams and committees to effectively present and communicate specific IT service-related ideas and issues or to position appropriate changes to the broader EY community

  • Own and established the strategy, processes, metrics and key performance indicators that define service quality across all service providers (internal, external, third-party partners) including performance, service delivery, and quality and applies continual improvement frameworks and methodologies

  • Drives operational excellence, collaboration, and process compliance globally for the firm

  • Works with third party and external IT partners and vendors to ensure that End User Support and Service delivery meets the contractual and agreed upon needs of the organization for stability, uptime and service delivery, and works closely with partners to achieve stated goals

  • Ensures cost-effective delivery of End User Support and Services to meet business and customer needs and respond with the agility required to address changing customer and business priorities

  • Leads and defines global change control methodologies and processes

  • Strong relationship building skills with executives, leaders and key partner and leaders across global EY

Skills and attributes for success

To qualify for the role, you must have

  • Customer-obsessed—passionate about customer and support services and the impact technology capabilities can have on our customers satisfaction and productivity

  • Demonstrated focus on creating and sustaining exceptional customer service

  • 10+ years developing teams in the technology field, with minimum seven (7) years internal/external IT experience with a focus on IT service management or related area, including vendor management.

  • Prior executive leadership role leading complex organizations in a professional services or consulting industry preferred but not required

  • Demonstrates ability to creatively apply IT to solving business problems, with a focus on service needs and expectations

  • Demonstrable experience in leading IT Support organization design management and development, and running continuous improvement programs in complex and very dynamic environment

  • Demonstrates an in-depth knowledge of how IT service solutions support customer fulfillment and productivity to achieve short- and long-term business goals

  • Enterprise systems support experience demonstrating a high level of responsibility supporting corporate applications, infrastructure, and/or networks

  • Relies on extensive experience and judgment to plan, prioritize, and accomplish goals in a high-pressure environment.

  • Deep knowledge of Service Management or Support in a large-scale and diverse environment of incident management, critical issue procedures and related disciplines

  • Demonstrated ability to build and maintain strong relationships and handle key vendors and management of 3rd parties and 3rd party delivered services

  • Visible leadership skills and executive presence

  • Pushes the organization to continuously improve and challenge the status quo

  • Extensive experience developing, managing and adjusting the P&L of the managed group

  • Demonstrated ability to develop teams through functional transformations in a fast-paced environment, including improving team skills and efficiency, and applying mentoring for talent development

Ideally, you’ll also have

Education:

  • Advanced college degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experience

Certification Requirements:

  • ITIL, PMP

What working at EY offers:

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

  • Support, coaching and feedback from some of the most engaging colleagues around

  • Opportunities to develop new skills and progress your career

  • The freedom and flexibility to handle your role in a way that’s right for you

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better.Whenever you join, however long you stay, theexceptionalEY experience lasts a lifetime.

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

Build your legacy with us.

Apply now.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.

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