Service Delivery Lead - EY Global Delivery Services

Job description

Job Summary:

As part of Client TechnologyGlobal Assurance, the Assurance Regulatory & Compliance Production Support & Service Management team provides production L3 & L4 support for the FAAS sub-service line application suite and infrastructure as well as Transition Management services and project delivery support. A key part of this responsibility is to ensure that continuous service improvement is implemented into the team processes. 

The Production Support Lead is responsible for delivering and supporting IT solutions to production. The role requires excellent organization skills knowledge of infrastructure and solution delivery.  A technical knowledge of project management and implementation related stages, i.e. initiate, plan, execute, monitor and control and close software deployments is required.  Proficiency in related processes such as build management, implementation planning, deployment readiness, Dev ops, and production support is also required.  The role will be responsible for reviewing scripts prior to deployment into Production for accuracy.

This role will also be responsible for managing the AMS team and Should have excellent communication skills. The role must have excellent stakeholder relationship management skills to successfully lead and manage project support and deployments teams to successful delivery of technical solutions to customers.  Experience managing production deployments including issue, risk, resource, communication, stakeholder management is also helpful. 

The role will also have responsibility for monitoring the infrastructure allocations to look for opportunities for cost reduction and reconciliation of the corresponding charges for the project.  This will entail working with the Finance teams to ensure that server costs are properly allocated, and any issues are identified and resolved.

 

Essential Functions of the Job:

·  Knowledge of project management methodology, tools and templates (includes planning, schedule development, scope management and budget)
·  Work with Product owners and IT stakeholders to understand priorities with releases and production support.
·  Review of scripts prior to release into Production.
·  Formalize release plans and deployment schedules.
·  Track infrastructure delivery and dependencies to deployment.
·  Plan for and manage change including change boards and approval processes.
·  Communicate deployment issues, delays, and mitigation plans.
·  Close the deployment event and hold retrospectives to improve future processes and deployments.
·  Interface and communicate with project team, management and stakeholders.
·  Lead teams consisting of cross- functional, global groups, directly supervise staff, assign responsibility to members to deploy technical solutions.
·  Coach, mentor and support less experienced team members.
·  Manage and lead incident teams and responses to production outages including leading incident chat when appropriate.
·  Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements
·  Manage external contracts and suppliers where required.
·  Successfully manage in a Dev Ops environment including working with production level 4 support resources, command centers, and software builds.
·  Work within defined build, deployment, and support governance processes.
·  Ensure that all deployments meet the requirements prescribed by IT Services through the effective implementation or use of approved processes, methodologies and deliverables.
·  Monitor and Report on the infrastructure allocation and utilization for the Application/Project
·  Interface and communicate with project team, management and stakeholders.
·  Review and validate the Charges for the infrastructure (servers, storage etc) allocated to the Application/Project
·  Analyze, Identify and report Infrastructure that can be unallocated or Decommissioned
·  Work with relevant teams for planning and execution of the Decommission process
·  Responsible for communicating with Senior Management
·  Follow through for the permanent fix related to the major incidents
·  Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements

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 improvement opportunities for the monitoring tools currently used and assist with implementing agreed upon improvements
·  Must be able to prioritize and make recommendation to leadership teams
·  Provide guidance and direction on root causes

Knowledge and Skills Requirements:

·  Experience and knowledge of multiple monitoring solutions
·  Technical knowledge of the application environment and monitoring needs
·  Experience and knowledge of Project Management to drive and track status of monitoring 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
·  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
·  Experience working with ServiceNow preferred
·  Experience working Agile/Scrum environment preferred
·  Experience working in Dev Ops organizations preferred
·  Experience working on Enterprise Service Improvement Plans (SIP) and/or large program Get-to-Green plans
·  Strong understanding of ITIL landscape (preferably V3) is required

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
·  Availability for incident escalations and key project delivery task outside of US office hours.
·  Fluent English speaker

Job Requirements:

Education:

·  Bachelor’s degree in computer science or a related discipline, or equivalent work experience.

Experience:

·  5+ years of Support management experience from inception to successfully delivery and closure.
·  2 to 3 years of experience managing process optimization and improvements to reduce waste and cost
·  5+ years in a corporate IT environment supporting critical business systems
·  Work experience in a professional services industry, preferred

Certification Requirements:

·  Familiarity with ITIL v2 or 3 preferred
·  Lean Six Sigma certification advantageous