Job Summary :
Ernst & Young Global (EYG) is striving to costeffectively provide systems and services at agreed upon service levels to theAssurance business practitioners, thus enabling them to provide world classservices to external EY clients.
The Service Improvement Program (SIP) Manager willsupport these objectives by identifying, implementing and institutionalizingimprovements for the benefit of existing and future systems and services.
The SIP Manageris a senior level position reporting to the Service Improvement Program leaderand meeting directly with the leadership teams for each of the service lines.
This position requires a highly motivated anddedicated professional who is committed to exemplary customer service. The position will initially be focused on theAssurance applications (Canvas, Atlas, Helix, etc.
but will have opportunityto expand across other service lines.
The objectives of the SIPManager role are :
Drivecontinuous improvements into operations, achieving enhanced stability and improvedproduction support efficiencies for critical Assurance IT applications.
The SIP Managerwill be required to work successfully with global teams across IT domains andfunctions, as well as other EY functions and internal business partners.
Theimprovements themselves will be performed by various teams requiring the SIP managerto be able to prioritize, collaborate and partner with leaders from the variousdomains to drive timely and effective improvement implementation.
Drive operational efficiencies within theAssurance Operations & Platform Management function, and influenceimprovements to operational efficiencies within the Service Management functionin Infrastructure & Operations.
The SIP Managerrole is accountable for assisting in the following areas :
Service LevelMetrics Reporting
Workwith / influence internal service providers in support of overall service level support
QualityManagement and Reporting
Therole requires a thorough knowledge of the entire operations lifecycle.Success can be measured by tracking metricsbefore and after implementation of SIP improvements.
Focusof responsibility will be through the operational stability and efficiency forcritical Assurance applications such as EY Canvas, EY Atlas and EY Helix.
Essential Functions of the Job :
TheSIP Manager is accountable for the governanceand execution of the SIP processes and capability. This will encompass :
Enhancing,developing and implementing SIP processes (supplement existing ITIL processesas well)
Promoting, maintaining,enhancing and institutionalizing SIP within EYG
Leading / coordinating the SIP governance group for the identification, prioritization,escalation and decision making of SIP related activities
Coordinatingthe identification of valid SIP items (when issues or problems are identified)and then to prioritize and identify SIP owners to implement
Overseeingthe completion of charters for each SIP that includes the objectives, keyactivities, timeline and success criteria
Managing andtracking the implementation of the SIP activities
Reporting andescalating SIP implementation issues as needed
Validating successfulimplementation of improvement items and the approval by identified owners thatthe improvement was successfully completed
Creating executivedashboard and reporting to communicate the status of SIP activities
Providingmetrics on the value SIP activities have achieved before and after remediation
Promotingcontinuous improvement to the overall SIP management process
Fosteringcollaborative ways of working with teams across EYG and EY as a whole
Establishingand running the SIP Sustainability process, including periodic reviews ofclosed SIPs to determine if they achieved their stated goals and if the successhas sustained after the closure of the SIP
Assisting inthe overall quality and integrity of Service Level KPIs and Reports, includingtrending against performance and quality statistics
Assisting inthe development, distribution, presentation and analysis of a specific set ofKPIs & reports within the Assurance portfolio.
Defining and analyzing KPIin regards of Service Availability, Delivery, Security and Restoration.
Facilitatinginternal service reviews
Supportingand driving Assurance IT’s commitment to report on the availability of theproducts and service it supports through the regular publication of reports
Controllingthe measurement and communication of service performance against agreed targetsto ensure they are met and drive continuous process improvements.
Monitors theOLA’s to ensure that support teams are meeting targets.
Comprehensiveknowledge of EY’s IT Methodology, with focus on EAM and TMprocesses / sub-processes.Providerecommendations for improvement.
Identifying,defining, developing and implementing improvements to team’s financialreporting and monitoring processes and procedures
Developing astrong working relationship across the I&O functional teams
Developing astrong working relationship across the Assurance and Audit TransformationService Delivery teams
Understandingof the business objectives of service lines and Core Business Servicesdepartments
Ability todeal efficiently with escalations and difficult situations / people underpressure
Taking ownershipand drive the above disciplines with limited direction required
Contributing to the wider goals of IT Services
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 make decisions, such as prioritizing relationships to develop, negotiating with customers and overcoming obstacles
Identify, manage and resolve complex issues, preventing escalations, where possible
Manage, negotiate and resolve 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 others to follow
Create an open, honest, accountable and collaborative team environment
Recommend root causes or remediation of problems as either; project, SIPs or actions for an EYG team
Must be able to prioritize and make recommendation to SIP governance team
Provide guidance and direction on root causes
Supervision Responsibilities :
Reports to the Service Improvement Program Leader
Initially supervising one resource with opportunity to grow the team
Capability to work independently and collaborate effectively with peers and leaders
Ability to partner with domain leadership and direct domain leads on SIP activities
Possess strong influencing skills
Ability to work across of global and diverse environment
Possess strong leadership, facilitation, mentoring and performance management skills
Knowledge and Skills Requirements :
Experience and knowledge of Project Management to drive and track status of SIP activities
End to end understanding of IT life cycle (pipeline, resource, demand, project delivery, financial)
Experience delivering in an operational environment and strong knowledge of support models
Knowledge and experience with service delivery
Understanding of service delivery related service level agreements and key performance indicators
Exceptional Communication skills, and experience coordinating across time zones, working with a global team
Experience with Root Cause Analysis
Experience and proven results with continuous process improvement
Ability to deal efficiently with risk planning and escalation
Excellent written and verbal communication
Experience working in a global IT environment
Good business acumen and ability to negotiate with business partners
Strong customer orientation and able to manage customer expectations
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
Ability to deal efficiently with escalations and difficult situations / people under pressure, such as restoration of services
Ability to exercise sound judgment and encouraged to make clear decisions on operation support issues, managing customer relationships, delivering value, providing leadership and guidance to direct reports, and partnering with peer team members
Outstanding management, interpersonal, communication and organizational skills
Other Requirements :
Knowledge of EY IT landscape and processes, preferred
Work experience in a professional services industry, preferred
Other relevant experience in a related technical field (application development, deployment / implementation and infrastructure)
Track record of customer focus, based on openness, trust, and delivering on promises
Must work US or EMEIA time zone hours
Strong Excel and PowerPoint skills
Job Requirements : Education :
Bachelor’s degree in computer science or a related discipline, or equivalent work experience
7 to 10 years in a global corporate IT environment.
5 to 10 years’ experience supporting critical business systems
2 to 5 years project management from inception to successfully delivery and closure. Includes managing scope, schedule and budget.
Risk, Issue, Scope management experience required. Concurrently leading and managing multiple projects concurrently, prioritizing and sequencing the execution of projects.
Significant experience in an infrastructure delivery, operations, metrics, process improvements and program delivery roles.
Work experience in a professional services industry, preferred
Certification Requirements :
Familiarity with ITIL v2 or 3 preferred
Lean Six Sigma certification advantageous