GCS - Service Delivery - Manager
Ernst & Young Global Limited
Kochi, Kerala, India
5d ago

Responsibilities :

Ensure new Services have a fully developed end to end supportstructure, including Processes, SLAs, KPIs, SNOW, internal tax reportingdashboards , PBI monitoring commensuratewith business requirements and priorities.

Act as a gate keeper function that ensures effective Take overfrom Transitions to Operations in compliance with the Service Readiness Process(SRP) for all new services introduced via the business project lifecycle.

Provide fully documented services, which are updated andmaintained throughout the life of the service and are aligned to SMO bestpractice.

Ensure effective decommissioning of services that are deemed endof life - to confirm the remove of all operational facilities, and redundantequipment, Tools and reports whilst ensuring any operational dependencies areeffectively managed

Ensure that appropriate lifecycle resourcing, training, tooling,support and documentation is delivered with a formal project sign-off from allkey stakeholders.

Represent the Operations team at all project meetings to defineand implement service acceptance criteria for both new and changing services.

Work with Project Managers, Business Owners, Transition Managers, ServiceOwners, Managed Service Partners, Operations teams and 3rd parties to ensurethat projects are delivered in compliance with the Project Plan , SMO charter.

Ensure that any new 3rd party contracts contain an agreed supportschedule which aligns with the proposed support model and is backed up withSLAs managed through regular service reviews.

Interface with the Project Support Office to ensure adequateService Transition and Back Office Operations Team coverage across all relevantwork requests.

Define and deliver the end to end support model with all key stakeholdersacross multiple delivery organisations

Ensure all operational support material is completed to a highstandard by all relevant Design and Service Transition functions.

Ensure training requirements and any other non-functionalrequirements are defined and delivered against the agreed Service Ac

Ensure an effective set of performance metrics and service levelsare delivered for new services.

Participate in end to end stakeholder groups to improve theefficiency of future deliveries and processes.

Identify and manage Operations risks ensuring a successful servicedelivery

Provide Governance to the engagement.

Experience :

  • MBA / Professional qualification
  • IT / BPS / BIG 4 industry experience.
  • Previous SMO experience -

    Service design experience ideally - Defining Ops requirements

    Previous management experience

    Nice toHave :

    PMP Qualification (Intermediate certificate desirable)

    Agile / GB / BB certifications

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