SDM required for COPA
The IT Service Delivery Manager is accountable for the end-to-end delivery of programs and projects to meet customer needs, and responsible for customer relationships across their span of control. The IT Service Delivery Manager is responsible for the relationships with their customers for a single geography (including global) within an EY service line or Core Business Services (CBS) function.
The IT Service Delivery Manager (SDM) will report into the Digital Experience Service Delivery Leader (SDL) and will be responsible for driving the delivery and migration of the EY IT Projects associated to the Digital. Fast Forward (DFF) technology roadmap and our new digital marketing platform. You will work closely with the Brand, Marketing and Communications (BMC) organization and the DFF Product Board, manage supporting technology vendors, and lead the successful technology delivery for EY’s exceptional digital experience.
In this role, you will be responsible for driving and supporting the EY Technology teams to plan and execute the Build, Release and Test of all future features on the new EY.com platform. This will include enabling best in class project teams as well as managing the active Service and retiring the legacy.
As the IT Service Delivery Manager, you will be responsible for:
- Leading a team of geographically dispersed resources to deliver technology projects on time and within budget for the domain and geography for which they have responsibility
- Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service line or CBS function and geographic responsibilities
- Work with their teams to determine necessary activities to successfully deliver projects throughout the given service line or function
- Ensure that the right type and number of resources that are required to fulfill the planned projects are available and in place through cooperation with Resource Planners
- Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution
- Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources
- Responsible for financial management and reporting and optimizing processes
- They are also expected to contribute to the wider goals of IT Services
- Juggling multiple and conflicting priorities in a timely and sensitive way, with full transparency to the Digital Experience SDL and DFF Product Board
- Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritisation
- Holding the teams to the highest standards, project discipline and accountability
- Continuously improving the technical delivery model and strategy, implementing and managing delivery with the associated teams. This will be critical to reaching EYs strategic objectives for FY19 and beyond.
Essential Functions of the Job:
- Support the development of Account plans using Firm’s Account Management Framework
- Initiate, build and sustain productive relationships
- Serve as an escalation point for customer concerns if/when they arise
- Identify appropriate resolution to achieve client satisfaction in a timely manner
- Help develop account strategy and plan that best leverages firm resources and strategies to meet customer expectations
- Monitor and manage end-to-end delivery of programs and projects sponsored by one or more customer groups to scope, time and budget
- Enforce standard methodologies, processes and tools
- Provide leadership and direction to project team members
- Evaluate and identify potential redundant applications, infrastructure and tools
Analytical/Decision Making Responsibilities:
- Must be able to work within a matrix organization balancing the needs of the customer against firm initiatives and goals
- Must be able to identify appropriate product/service offerings to meet the client’s needs
- Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
- Manage multiple teams to deliver projects in alignment with customer needs with transparency to IT Services and customer stakeholders.
- Identify, manage and resolve complex issues, preventing escalations, where possible
- Manage, negotiate and resolve project risks effectively
- Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
- Leader and team player sets example for project managers, business analysts and others to follow
- Create an ope