Service Delivery Manager - CRM Infra and Release Management

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.  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.

 

Enterprise Technology provides reliable, secure and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure. 

 

Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.
 

The opportunity

The CRM Infrastructure and Release Management Service Delivery Lead is responsible for understanding business technology at a deep level to create product vision and drive its execution. This role is accountable for the successful planning, coordination, and delivery of all integrated Dynamics environments, the management and coordination of Release/Wave Schedules and Change Management. This role is ideal for someone with strong operational excellence and leadership skill set, outstanding prioritization, facilitation, and communication skills.

 

Key responsibilities:

•           Coordinates, plans, and manages activities within the CRM Infrastructure and Release Management team.

•           Environments planning, availability, refresh & builds, consumption & utilization. 

•           Release Management planning, wave planning, communications & coordination of release timing.

•           Change Management operational support, version control and co-ordination of operational readiness.

•           Defines and drives documentation standards. Reviews & ensures adhesion to the identified standards.

•           Issue resolution 

•           Provide leadership, direction and coaching to team members.

•           Eliminates communication gaps between business and development teams.

•           Actively participate in SAFe related practices. 

•           Ensuring that project rigor is in place for the planning, status reporting, and delivery of development cycles and auxiliary projects.

•           Identify areas for operational optimization such as reduced operation cost, increase quality, etc.

•           Participates in budget planning.

•           Develop ongoing resource plans and sourcing models for the CRM Product Enhancement

 

 

Analytical/Decision Making Responsibilities: 

Senior communication capability required with Global Markets, Service Line and ET leadership. The role also requires relationship management skills to influence and motivate resources from ET that will not be direct reports. 

 

Knowledge and Skills Requirements:

The role requires a good working knowledge of the IT infrastructure within EY but more importantly a great perspective on the business and the internal stakeholders we serve. The functional requirements of the technology we acquire, build or modify depend on the role’s ability to translate business need into technical requirements. A longer-term roadmap and vision for individual application as well as the broader platforms will be necessary for effective development and deployment of the projects. 

•           Understanding and knowledge of CRM processes and systems would be a distinct advantage. Any prior knowledge or experience of Dynamics 365 preferred. 

•           Experience working in Scaled Agile Framework with proven track record of successful execution.

•           Proven ability to drive change and work effectively across business boundaries.

•           Partner with Product Owners, and business stakeholders to ensure alignment on strategy, vision, road map and execution.

•           Develop trust-based relationships with key stakeholders 

•           Tracks and communicates key metrics, such as feature, business value and implementation.  

•           Experience with Azure Dev Ops, Jira or a similar technology

 

To qualify for the role you must have

•           Bachelor’s Degree in Computer Science, Management of Information Systems, or related business discipline(s