EY Managed Service Lead in Secaucus, New Jersey

Managed Service Lead

Core Business Services

Requisition # ONE000B6

Post Date Mar 14, 2018

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.

With so many offerings, you have the opportunity to develop your career through a broad scope of engagements, mentoring and formal learning. That’s how we develop outstanding leaders who team to deliver on our promises to all of our stakeholders, and in so doing, play a critical role in building a better working world for our people, for our clients and for our communities. Sound interesting? Well this is just the beginning. Because whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

Position Description

In line with Vision 2020+, EY Technology manages key 3rd party IT services within the Vendor Services Integration (VSI) organization. VSI scope includes vendor performance and relationship management for high value Managed Services delivered by Strategic IT Vendors.

Working independently within an established framework, under minimal guidance, the successful candidate will be accountable for driving AMS and its preferred multi-vendor strategy across all EY Technology business units, managing and improving service performance, controlling service risks, and contributing building out the Vendor Services Integration function across EY Technology.

The VSI Vendor Management Lead will lead the entire AMS delivery tower, working across vendors to standardize key performance metrics, performance evaluations and improve vendor performance. The Lead will own the service delivery of a key global Managed Service for Application Management and Testing services. Implemented in 2018, this is a critical service to advance EY Technology’s technical and strategic agenda. Processes & practices established within this service will help define consistent practices across the whole VSI practice.

The successful candidate will act as a technical subject matter resource and interface with business and technical stakeholders through the delivery of third party services, managing all aspects of delivery, demand management and finance aspects. The role includes working with the business, procurement and risk management covering the full supplier lifecycle to drive the adoption of proper services-based engagements across the firm in line with the firm’s long term Technology strategy.

This candidate will lead a small team of Service Deliver Leads within the AMS tower; each responsible for various engagements of the AMS vendor portfolio.

The candidate will also work with multiple vendor arrangements to drive the adoption of EY’s service management processes, improving vendor integration.

The candidate will promote and manage the Vendor Service Integration team through effective relationship building, both with key internal clients in the wider organization and external clients where required. The Vendor Performance Lead will collaborate with other VSI domains leads for Unified Communications, Infrastructure Services and End User Services to establish a consistent VSI Vendor Management practice across EY Technology.

Scope of the Position

This position has global scope and manages multi-vendor services engagements.

Overall, the position:

  • Owns the strategy, direction and delivery of IT managed services at the technical level.

  • Management, direction and leadership of a key Managed Service for application maintenance and testing that impacts 11 Service Lines and sub-functions across the globe (Assurance, ATA, CBS, Global Markets & SPSC, Global Tax, Tax US, GIS, GDS, Information Security, Mercury, GBMS). This service covers Application Support, Test, Small Enhancements and Telephony & Domino.

  • Manages vendor performance and risks based on contractual agreements and SLAs, validating suppliers delivery in accordance with the original agreement.

  • Owns the overall budget and financial decisions across the managed service, including ownership of financial negotiations and all related commercials.

  • Sets strategic direction of continuous improvement initiatives and vendor relationship management planning.

  • Manages benefits realization to measure financial benefits and works with Service Delivery Leads and vendors to implement action plans if benefits are not being achieved.

  • Defining underpinning contract service performance criteria.

  • Monitor performance using an offshore analytics team and take corrective action and initiate service improvement.

  • Schedule and chair weekly operational Service Delivery status meetings and monthly tactical Service Review (MSR) meetings and quarterly strategic Supplier Business Reviews (SBR).

  • Work across multiple vendors to drive integration with EYs internal Service Management processes.