Senior Technology Operations Manager
New technologies and disruptive change are creating exciting opportunities: to work differently, to work better and to find new ways of creating value for us and the clients we serve. As part of our NextWave strategy, Technology Operation Senior Managers will provide Leadership, Support and Direction to support our client’s technology centric operations function. We are looking to recruit high performing individuals with a proven track record in Service Management and/or Service Delivery to be part of our leading and growing Technology Consulting business.
The opportunity
By joining the Technology Consulting team, you will be helping our clients solve a wide range of challenges - from the requirement to respond to the ever-changing demands of the market, to overseeing the technology services that truly transform and underpin our clients ways of working. As part of this growing team, you will also get to help shape the innovative culture that makes EY such a great place to work.
If you have a keen interest in Technology Enabled Change and ensuring the delivery of critical Information Technology and Operating Technology services, as well as intellectual curiosity and energy, then Technology Consulting could be exactly the right place for you and your next career move.
Your key responsibilities
Client Responsibilities
- Applies extensive IT and OT Service Management knowledge, experience and expertise to shape services of our clients, including development of high-quality work products
- Manages ICT and OT Support functional teams’ performance based on SLA, SLO, KPI and OLA’s
- Accountable for the day to day ICT and OT service provided to or on behalf of our clients. Acts as the primary point of contact for matters related to the function, working closely with 3rd party suppliers, internal stakeholders, cross-functional IT groups and external clients
- Responsible for the management of escalations for the services delivered. Comfortable in taking ownership of high-profile issues/incidents and undertaking the role of Incident Manager. Ability to prioritise and demonstrate sense of urgency while remaining calm in emergencies
- Facilitate the identification, analysis, mitigation and monitoring of operational risks
- Able to coordinate the Root Cause Analysis of incidents and adopt a proactive approach to eradicating recurring issues
- Embeds a culture of continuous improvement through the function, by understanding and identifying challenges in the current delivery, formulating corrective plans and implementing solutions to address the clients pain points
- Embraces change and through self-awareness, adapts behaviour in diverse contexts
- Experienced in driving Customer Satisfaction enhancement programs
- Paints a compelling vision of the future, leverages storytelling and rallies others with passion and purpose
- Develops and maintain relationships with C-suite stakeholders across the business
Internal Responsibilities
- Lead Technology Consulting engagements, managing team performance and commercials including conducting performance reviews and contributing to performance feedback for all levels of staff and managing engagement billings, and estimates to complete.
- Develop people through effectively supervising, coaching, and mentoring all levels of staff
- Oversee department budgets and capital expenditures, with strong financial management and budgeting skills
- Proactive in suggesting initiatives to increase the service offered to the clients, including understanding how existing processes can be changed or improved to aid the client’s business
- Is digitally engaging, can bring all of EY knowledge and EY client business together into one cohesive ecosystem to build trust and enrich relationships
- Understand, follow and lead staff in workplace policies and procedures
Skills and attributes for success
To do this role effectively, we are looking for people with knowledge and experience in the following areas:
To qualify for the role, you must have
- A strong academic record including a third level degree, preferably in a business or IT related discipline, from a recognised third level institution
- Additional professional qualifications, such as ITIL®, COBIT, ISO/IEC20000, or Diploma Level in Service Management or DevOps or similar discipline from a recognised third level institution or accreditation body
- Experience of ITSM software applications and tools e.g. ServiceNow, Marval
- At least 7 years’ experience working in a client facing role for a leading consulting or professional services company in service delivery of complex services in line with SLA’s, or at least 10 years’ experience working for a leading company, in service delivery of complex services in line with SLA’s
- Experience in one or more of our focus industries including Power & Utilities, Financial Services, Government & Public Sector, Life Sciences, Consumer Goods, Tech and Media, Advanced Manufacturing / Industry 4.0
- Experience of service delivery relating to high availability of internal corporate IT services / Datacentre Services/ Telecommunications Services etc..
- Experience of working in a matrix managed organisation
- Experience in the establishment, training and management of teams comprised of client, contractors and client’s strategic partners
- Excellent communication skills – tailoring communications to suit various audiences, with the ability to translate IT strategy into measurable business benefits
- Have experience in seeking the alignment of business and IT, operating across organisational and technology silos to drive common approaches, delivering sustainable, agile and re-usable solutions
- Have a proven ability to be able to take a ‘big picture’ delivery view as well as being able to work at a detailed level across a broad range of contract types and engagement approaches
Ideally, you’ll also have
- Additional professional qualifications, such as PRINCE2®, PMP, PMBOK, SAFe or Diploma Level in Project Management or similar discipline from a recognised third level institution or accreditation body
- Experience in Site Reliability Engineering (SRE), DevOps
- Experience itracking, monitoring, advising and maintaining status and actions across Budget, Operational Risks, Operational Issues and Operational Dependencies
- Experience with Stakeholder Management and working collaboratively across IT, Finance and parts of the business to deliver services that meets client needs
- Experience communicating and presenting information to teams, finance and other stakeholders
- A continued ambition to further develop and learn, fostering an interest in innovative technologies
- A desire to identify new opportunities and help to create proposals to help solve our client’s most complex needs
What we look for
Highly motivated individuals with excellent problem-solving skills and the ability to prioritise shifting workloads in a rapidly changing industry. An effective communicator and a confident leader equipped with strong people management skills and a genuine passion for technology and making things happen in a dynamic organisation. If you’re ready to take on a wide range of responsibilities and are committed to seeking out new ways to make a difference, this role is for you.
What working at EY offers
We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:
- Support, coaching and feedback from some of the most engaging colleagues around
- Opportunities to develop new skills and progress your career
- The freedom and flexibility to handle your role in a way that’s right for you
- Free enrolment in EY’s Tech MBA Programme accredited by Hult International Business School.
About EY
As a global leader in assurance, tax, transaction and consulting services, we’re using the frameworks, tools, and accelerators we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer a reality!
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Build your legacy with us.
Apply now.
