GMS_Senior Manager_Cross Solution Service Integration Lead

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

 

 

 

 

Cross Solution - Service Integration Lead, Global Managed Services

At EY GDS – a member of the global integrated service delivery center network by EY, Managed Services (MS) is a significant part of our business, comprising more than $7b in revenue with major clients across the globe. We help clients with people based, asset based & integrated solutions, leveraging our deep sector and domain expertise to deliver enhanced value to our clients. In MS we are also ambitious, seeking to more than double our success in the future.

 

The opportunity

The purpose of this position is to provide the engagement governance and operational delivery discipline and expertise required to deliver 1) a managed service engagement that spans multiple service lines or 2) multiple managed services on one client.  The role is required to provide seamless, consistent client experience irrespective of underlying service line delivery.

 

Its objective is to integrate all service lines / multiple solutions into one common service to the client and has overall responsibility for effective service delivery (apart from cost) on behalf of the Cross service integration executive / lead partner.  We may also wish to deploy a single Cross solution Service Integration Lead onto multiple accounts where their responsibility focuses solely on driving operational Managed Services excellence through contracts.

 

The Global MS Cross Solution - Service Integration Lead will oversee all aspects of an engagement (understood as the end-to-end delivery, including technology, process and people) and works with the various engagement leaders to improve performance and deliver results and outcomes which are in line with the respective cost baselines “as sold” and EY´s related MS contractual obligations. This role will also play an integral part in providing the operational delivery discipline and seamless, consistent client experience irrespective of underlying service line delivery.

 

This role will focus on delivering services across the following topics

• Delivery Consistency across Solutions
• Competence development and ramp up for the specific offering
• Risk assessments when applicable to the offering and on specific engagements
• Transformation/change management across offerings and engagements
• Technology/analytics enablement across offerings and engagements
• On boarding/Transition and Data Operations of related engagements
• Quality Assurance & Remediation
• Training

 

Your key responsibilities

• This position owns the end-to-end delivery of the defined Managed Services offering to enable growth plan/s. 
• Brand and eminence – extend our reputation in the marketplace
• Grow related capabilities through people development, new hires, and service line alignment and develop the appropriate third-party relationships with the various stakeholders in the supply chain of the specific offering
• Assessing and owning any Cross-Service Line delivery improvement plans
• Connecting all the SDCs (Service Delivery Centers).  Site leaders for specific offering will be coordinated by this role and Account Delivery Leaders will have a dotted line into it as well
• Taking the lead on managing senior client escalations that span multiple solutions, responsible for resolving significant delivery issues raised
• Assisting the resolution of the more complex service incidents by helping drive and direct how to resolve the incidents.
• Looking across the offerings and delivery centres to ensure accuracy of delivery for all engagements/solutions
• Deal support – role will support when clients want to review delivery and carry out due diligence.  This role will need to manage due diligence visits
• Tracking Service Level Agreement by Solution and by Service Line as well as providing an overall status for individual clients at an aggregated, account level
• Accountable for: delivery transformation, continuous improvement and transformation of the delivery network

 

Skills and attributes for success

• Take on leadership role in driving the development of the Global/Managed Services delivery business contributing to growing headcount and revenues as applicable
• Detailed understanding of complex service delivery in a Managed Services environment
• Confidence and experience to lead a “first of a kin