Client Technology: Service Delivery Manager - Miguel Hidalgo, México - EY

Empresa verificada

Miguel Hidalgo, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

CT Service Delivery Manager:

Rank:

Supervising Associate:

Fueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and powerful product engine that are integral to innovation at scale.

You will work with technologists and business specialists, blending EY's deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise.

As a champion for change and growth, you will be at the forefront of integrating emerging technologies from AI to Data Analytics into every corner of what we do at EY.

That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity:

Deliver reliable, best in class support services in a manner that meets our contractual obligations and delights our customers and clients.
Be accountable for the transparent end to end delivery of service to customers and clients to the SLA's, OLA's, and contractual commitments.
Act as an accountable point contact and escalation for customer and client leadership for EY's Service Delivery.
Responsible for implementation, effective and efficient execution and usage of EY's Service Management processes and framework to deliver to the agreed Service Levels and contractual commitments.
Manage communication to Client, EY and regional leadership during critical situations
Manage concerns and provide updates to the Client account team and executives
Develop and maintain key relationships with Clients and customers to ensure accurate and meaningful transparency is provided to executives on key issues
Help resolve key intensified issues ensuring that the Client requirement is well understood by EY and provide frequent updates to both Client and EY leadership on resolution progress
Maintain detailed information on EY performance and regularly review project health with Client / EY leaders for assigned regions
Ensure Client's concerns and inquiries are all addressed in a timely manner to their satisfaction
Ensure that EY is best placed to deliver our contracted obligations and there is full alignment with account and EY strategy/plans
Serve as executive liaison between the Client and EY (e.g. Data Operations, Tech Operations, Business Operations and Service management, etc.)
Understand indepth and communicate Client's regional/local emerging business trends and their implications on the organization and its customers back to the EY leads.
Partner with all levels of EY leadership to drive initiatives that meet and exceed Client expectations to the most efficient and costeffective level of support.
Drive strategies partnering with client and vendors to ensure world class customer support experiences
Able to align EY strategies within Client's regional/local context to a strategy that builds the EY brand.
Responsible for ensuring that Client's regional/local points of view are represented in all major transformation projects.

Your key responsibilities:

SAP support
Provide SAP solution operations / service delivery in coordination with SAP Product Team, and external resource partners/vendors

Analytical/Decision Making

Analytical acumen and solution orientation to understand or define the relevance of processing metrics such as Service Level Agreements (SLA's), Key Performance Indicators, Transformation Index, Return on Investment and others to analyze or guide EY performance discussions.
Consultative questioning, influence management and critical thinking skills to understand a current problem requiring a designed remediation. Recommend viable solutions that will improve appropriate EY services or functionality in a manner that is both effective and supporting the value to Client.
Support the process of determining which items should be released on an emergency need, move to high priority incidents / CR and which stay in BAU based on Client's priorities
Have extensive knowledge of EY service lines, organizations, opportunities and deliver highly valuable business outcomes from that knowledge.
Day to day operational responsibility for the above Services and compliance requirements Globally or Area based.
Enable the ongoing transition and transformation of Services in their area. Act as the change agent through promotion of the target operating model and the EY strategy.
Manage and maintain the global/area relationships for the above Services within EY and with the client, working with the Global or Regional process owners to manage issues and manage performance against the SLAs
Delivery of the EY Service management cost case for the engagement, finding opportunities for improvement both in area and globally to deliver a culture of continuous improvement
Develop innovative solutions to problems without precedent.