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Fueled by strategic investment in technology and innovation, Europe West Regional Technology Hub (EW RTH) seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and powerful product engines 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 Service Manager Role within the Service Management & Operations (SMO) Team acts as the main contact between the customer(s) and other global, regional, or local IT teams. This role ensures service stability through continuous communication between all involved parties to immediately address any (potential) incidents. It is also expected to deliver excellent customer service experience and maintain strong relations with vendors. The role helps to drive continuous improvement of services with strict adherence to EY’s compliance directives aligned to protection and security of data as well as specifics of regional and/or local regularities. In addition to operational stability and compliance objectives the role will also control and forecast the service budget in alignment with the service owner.
The role will interface with key leaders, service owners, technology providers and other personnel to develop and maintain the relationships needed to apply the operational service and provider management goals of the EW RTH. It is expected that the role will conduct regular service review meetings with the customers, who could be internal or external to EY.
Your key responsibilities
- Customer Centricity focuses on delivering consistent high customer service experience and building an increase in customer satisfaction. That also drives cost improvement and supports budget control with the understanding and the support of the customer vision and goals.
- Service Operations focuses on driving end-to-end management of services and ensures that a stable support model is implemented, and QA standards are adhered to.
- Infrastructure Stability focuses on leveraging most effective EY standard hosting option and stays up to date on end-of-life activities impacting the application setup. It also ensures that requests for optimization of the infrastructure involved get to the appropriate global teams.
- Continuous Improvement focuses on managing service improvement and innovation plans as necessary with respective teams and ensures that support models and processes are monitored and continuously improved.
What we look for
- Bachelor's degree in computer related field or equivalent work experience
- Approximately 3 to 5 years of experience in technology infrastructure and/or service management
- Experience with working in a multicultural global environment
- Experience with managing a multi-supplier and hybrid service delivery model
- Knowledge of TAX, payroll and accounting tools (Abacus and Dr. Tax) are recommended
- Robust analytical and decision-making skills to probe for understanding customer’s requests, issues, or consulting needs
- Well organized, efficient, and results-driven with excellent consulting skills
- Solid experience in infrastructure, application support and software distribution to understand customer needs and to be able to provide valuable advice
- Experience in service management and reporting
- Efficient time management and prioritization
- Good management skills in a matrix organization
- Robust understanding of service delivery methodologies
- Experience as developer, system admin or DevOps engineer would be an advantage for this role
- ITIL certification beneficial
- Excellent written and verbal communication skills in English language, German is a strong benefit (French optional)
What’s in it for you
Here at EY, you’ll have the chance to build a truly exceptional experience. We’ll empower you with the latest technology and surround you with high-performing teams. Through our coaching and training programs, you’ll develop the skills you need - all while building a network of colleagues, mentors, and leaders who will be on the journey with you at EY and beyond.
Inclusion is at the heart of everything we do. We are committed to fostering a workplace where everyone has equal access to opportunities. If you require any accommodation during the recruitment process, we are happy to support you.
Click here to find out more about our benefits and corporate social responsibility.
Are you ready to shape your future with confidence? Apply today.
EY | Building a better working world
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
