T and TSS Intake Manager - Assistant Director

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.

T&TSS Intake Manager - Assistant Director

The opportunity

• The Transition & Transformation Support Services Intake Manager drives the Intake team in the development and delivery of Global Service Desk (GSD) technical and business solutions for internal customers in the areas of technology deployments, service implementations, outbound and inbound vendor service transitions, new country introductions or as part of a shift left implementation.
• The role manages new technical services being transitioned into production so that they meet Information Technology (IT) and GSD operational requirements, standards and quality controls and that they can be seamlessly deployed with no impact to production or critical service deliverables.
• The role drives the selection and use of other Industry recognized frameworks to drive quality improvements such as Six Sigma for improvement and automation opportunities.
• The role focuses on all aspects of T&TSS Intake service and process improvement initiatives including strategic global initiatives but can equally guide the Intake team in the multiple tactical and micro aspects of their daily project management activities.
• The Intake Manager manages the aligned Intake Specialists and Analysts in their roles and will act as primary counsellor

Your key responsibilities

• Drives the Intake team in the development and delivery of technical and business solutions for internal customers to develop and deliver on Information Technology (IT) and GSD operational requirements and meet EY standards and quality controls.
• Drives aligned staff in the use of the Systems Development Life Cycle (SDLC) to properly manage appropriate activities for new products such as technology deployments, service implementations, outbound and inbound vendor service transitions, new country introductions or in support of a shift left implementation.
• Drives staff in engaging appropriate project team resources in creating detailed project plans to capture tasks and activities for all phases from initial scoping and cost benefit analysis thru requirements, design, development and implementation.
• Drives staff in the ongoing monitoring and review of project plan tasks and activities with the project team to maintain deliverable dates. Directs rigorous control and approval process for changes to project scope to maintain on time on budget project delivery.
• Drives the coordination of new release strategy and deployment activities across SxT or EYTS teams including Knowledge Quality Training (KQT) to assure appropriate knowledge transfer and training for operational readiness and with the Early Life Support (ELS) team to agree and execute appropriate implementation strategies such as “piloting” of new functionality in production prior to full migration and implementation.
• Partners with GSS and GSD management in the development of the DST project management framework to assure on time on budget project delivery.
  • Drives completion of formal project plan including project scoping, cost benefit analysis, risk management discipline, requirements, design, development, testing and implementation planning and execution.
  • Drives the monitoring and reporting of actual project expense vs projections to identify variances for escalation and additional funding, if required.
  • Drives the team in the formal planning, management and execution of project implementation plans including requirement for formal user signoff(s) to assure seamless project implementations with no negative impact to production.
• Guides, for proper execution, Intake project implementations based the applicable project management competencies required (agile, waterfall, etc.), specifically experience in leading and directing projects and the Information Technology Infrastructure Library (ITIL) framework which details the IT industry’s mandated standards and procedures guiding improvement recommendations such as for IT Infrastructure Operations and Delivery.
• Drives DST project management activities to capture “lessons learned" with a forward view of improving best practices for GSD Services.
• Acts in accordance with industry standards such as PMI and ITIL and in the frameworks’ best practices that have been selected. Uses advanced knowledge and skills to guide discussions and embed the adoption and adherence of the best industry standards by the team and their efforts.
• Partners on aspects of DST with peers and business colleagues across a diverse culture and multiple time zones.
• Develops a continuous understanding of GSD, its forward strategy for process improvements as aligned to the role’s remit and value to senior leadership in GSD.
• Recognizes the impact GSD has on IT’s goals and objectives to that of its internal and external clients to identify areas for change, remediation or aspects which are not working in accordance with the strategy and expectations of the business.
• Represents the area of the role’s responsibility at a high level externally (e.g., with clients, vendors and industry peers). Engages and partners with key vendors to drive the need for project support.
• Maintains GSD and GO has all that is required to operate services, in alignment with the expected requirements from the business.
• Manages direct reports and other members of staff to the highest level of performance, selects and hires top talent, aligns responsibilities and objectives to abilities and to coach performance to achieve success.
• Governs and controls annual budget plans, and manages expenditures inclusive of salaries, purchased services, training, travel, etc. to operate within the approved IT budget guidelines for appropriate spending.
• Acts in accordance with government and other specific regulations and procedures on such matters as the protection of privacy for an individual and specific directive on confidentiality in staff management aligned to each country in which managed staff are or will be domiciled as well as EY’s mandates with regards to managing people across nations.

Skills and attributes for success

The role requires a strong analytical acumen and solution orientation to understand or define the relevance of processing metrics such as Key Performance Indicators (KPIs), Critical Success Factors (CSF’s) and others to analyze or guide discussions on the feasibility of complex IT process improvement initiatives. The role is well versed in using PMI, ITIL or internal processing standards to direct appropriate reporting, as well as to review or effect changes specific to the Global Service Desk and its technical environment. The role additionally requires consultative questioning, influence management and critical thinking skills to understand a current problem requiring a designed remediation, recommend viable solutions that will improve appropriate GSD services or functionality in a manner that is both effective and supporting the value to the business.

To qualify for the role you must have

Education:

• Engineering or Master’s degree in related discipline, or equivalent work experience or equivalent job experience

Experience:

• Minimum 10-15 years experience
• Experience of leading ad hoc, globally diverse teams, multi-location teams
• Excellent management, problem solving, communication, interpersonal, and organizational skills
• Strong project management, team development, strategic planning, resource planning skills
• Ability to work effectively with clients and other management personnel across multiple geographies and to bring multi-disciplinary teams together
• Proven track record of driving operational excellence and improving processes
• Ability to lead projects and motivate others
• Required to understand and integrate cultural differences/motives in order to manage cross-cultural/cross border teams
• Excellent English language skills (written and verbal)
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
• Ability to deal efficiently with escalations and difficult situations/people under pressure

Ideally, you’ll also have

• Ability to thrive in a global organization is essential, balancing the needs of the customer against business initiatives and goals
• Ability to develop and build relationships and demonstrate confidence as you collaborate with colleagues across the firm to drive coordinated efforts
• Experience in leading multi-disciplinary teams, developing and motivating individuals
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
• Experience of working credibly with senior stakeholders
• Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or when escalating issues using advanced oral and written English communication skills
• Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications
• Skilled at explaining technical information in a manner that is understood by non-technical customers
• Strong understanding of software development lifecycle and project management methodologies
• Utilizes all aspects of Emotional Intelligence to navigate the interactions and complexities of the business environment and drive leadership performance in oneself and others
• Brings proven expertise in product or project management
• Able to exhibit a progression of increasingly complex analytics and ability to successfully lead and deliver complex IT projects during the period
• IT Service Management methodologies Certification (ITIL Foundation or higher)

What we offer

As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

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