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.
Service line - Position Title:
Assurance - FAAS Senior Manager – Service Management
We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
About Global Delivery Services
Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.
Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.
Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.
Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.
Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.
The Opportunity
We are seeking an experienced Service Management Senior Manager to design, lead, and scale the service management capability across managed services engagements. This role offers the opportunity to shape and strengthen the service desk operating model as a controlled, scalable layer for intake, governance, performance oversight, and continuous improvement across complex and evolving service environments.
As a Service Management Senior Manager, you will be responsible for leading end-to-end service management across engagements, including SLA and KPI ownership, governance cadence, issue and risk oversight, stakeholder communication, and service improvement initiatives. In a managed services environment, this role helps ensure services are delivered consistently, efficiently, and in line with contractual commitments and EY quality expectations, with clear intake, triage, routing, escalation, and decision-right frameworks across the service desk model.
The role requires close collaboration with delivery leaders, solution teams, quality and risk stakeholders, and client counterparts to maintain service stability, manage change effectively, strengthen operational controls, and lead service management teams in delivering consistent outcomes across engagements. The role may also represent service management in governance forums, service reviews, and key stakeholder discussions as part of the broader managed services operating model.
Service Desk Operating Model and Governance
- Lead and run governance cadences to monitor delivery health, service performance, and operational risks across managed services engagements
- Oversee the service desk as the single point of entry for service management requests, ensuring intake, triage, routing, and escalation processes are defined, controlled, and consistently applied
- Own and report service performance against agreed SLAs, KPIs, and other contractual service commitments, ensuring transparency and actionable management information
- Define and maintain actionable governance outputs, escalation paths, routing rules, and role boundaries across service support layers to align delivery execution with engagement priorities and stakeholder expectations
Performance, Incident and Risk Management
- Lead oversight of service issues, incidents, and escalations, acting as a senior escalation point for major service issues and ensuring timely resolution and clear stakeholder communication
- Maintain oversight of operational risks, dependencies, and service impacts, escalating concerns as appropriate
- Drive incident, problem, change, and risk management disciplines to strengthen service resilience, control effectiveness, audit readiness, and post-incident learning
- Analyze performance trends, root causes, and lessons learned to reduce recurring issues, improve service stability, and strengthen operational controls
Stakeholder and Client Management
- Act as a key point of leadership across delivery teams, solution leads, quality, risk, and client stakeholders for service-related matters
- Build trusted relationships with stakeholders through proactive communication, service transparency, and effective issue management
- Represent service management in governance forums, client discussions, and service reviews with clear reporting, insights, and recommendations
- Lead collaboration across cross-functional teams to align service delivery with business needs and engagement priorities, while guiding service management teams on consistent ways of working
Continuous Improvement and Transformation
- Identify and drive continuous improvement opportunities across service management processes, reporting, and governance
- Drive implementation of scalable service management practices, tooling, routing models, reporting, and controls across engagements
- Contribute to transformation initiatives that enhance delivery consistency, operational efficiency, and client experience
Service Management Operations and Tooling
- Lead service transition, readiness, onboarding, and operationalization activities for new or evolving services, ensuring alignment to the service desk operating model
- Drive adoption of standard operating procedures, service documentation, management reporting, and control requirements across service management activities
- Partner with delivery and technology teams to shape service management tooling, workflow configuration, routing logic, approval paths, and reporting requirements that enable effective intake, tracking, auditability, and oversight
- Bachelor’s degree in business, finance, accounting, operations, information systems, or a related field
- 10–14 years of relevant experience in service management, managed services, operations, or delivery governance
- Strong understanding of service management disciplines including service desk operations, SLA/KPI management, incident management, change management, governance, and continuous improvement
- Experience working with service management tools, dashboards, workflow-based routing, and reporting frameworks; exposure to ITIL-aligned or similar practices is an advantage
- Experience leading service management or service desk teams, supporting capability development, and promoting consistent ways of working within global or matrixed delivery environments
What we look for:
- Strong service management mindset with the ability to balance control, responsiveness, client experience, and governance discipline
- Ability to interpret service performance data and turn insights into practical actions and improvements
- Excellent stakeholder management, communication, and presentation skills across operational and leadership levels
- Strong ownership, attention to detail, and ability to manage competing priorities while providing direction and leadership in a dynamic service environment
- A collaborative approach with sound judgment, risk awareness, and a focus on delivery excellence, controls, and service consistency
- Ability to lead service improvement initiatives and embed scalable, repeatable, and well-governed ways of working across engagements
What we offer you
At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.
To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.
Our Commitment: As a commitment, we persistently endeavour to embody our values, fulfil our purpose, and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.
Professional Development: From entry-level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.
People and Culture: In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. We're united by a commitment to create an environment where every individual's differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.
Benefits: Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.
How to Apply: If you are passionate to join us and are aligned with our commitment to building a better working world, we invite you to apply by completing our user-friendly form with personal and professional information and by providing your consent to data privacy.
Successful candidates advance to a competency-based interview. If mutual interest persists, a job offer awaits.
“We are an equal opportunity employer and are committed to Diversity, Equity & Inclusion”.
EY | Building a better working world
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.
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