TechOps-DE-SDM-Senior

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

TechOps_DE_SDM_Senior3     About Global Delivery Services   Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.   Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.   Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.   Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.   Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.     The Opportunity   Opportunity for Service Delivery Manager.     Your Key Responsibilities

Service Management: Oversee the delivery of services to clients, ensuring that they meet quality standards and are delivered on time and within budget. Client Relationship Management: Build and maintain strong relationships with clients, understanding their needs and ensuring satisfaction with services provided. Team Leadership: Lead and manage a team of service delivery professionals, providing guidance, support, and performance management. Process Improvement: Identify opportunities for process improvements and implement best practices to enhance service delivery efficiency and effectiveness. Reporting and Analysis: Monitor service delivery metrics and prepare reports for senior management, highlighting performance against KPIs and areas for improvement. Risk Management: Identify potential risks in service delivery and develop mitigation strategies to minimize impact on clients and the organization. Collaboration: Work closely with other departments, such as sales, operations, and IT, to ensure seamless service delivery and client satisfaction. Reviews SOW and suggests changes to the engagement manager Manage incoming tickets triage & SLAs Accountable for adherence to Infosec requirements Accountable for DR/BCP Readiness Ownership of adherence – in line with agreed SOW, in line with security policies, cost & schedule Plans for training of staff on new technologies & new staff members Ensure that scope and business needs of project meet the budget Monitor customer satisfaction metrics on a regular basis, ensuring that client expectations are met Analyse trends, Facilitate and work with the project team on creating solutions to improve customer satisfaction Respond to out of hours support – planned & adhoc Responsible for decision-making, optimizing processes, resource management, and overseeing team management as needed for task execution. Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team