17 feb
Ey
Xico
**Applications Onboarding Lead**:
**Rank: Assistant Director**:
Fueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and powerful product engine that are integral to innovation at scale.
You will work with technologists and business specialists, blending EY's deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise.
As a champion for change and growth, you will be at the forefront of integrating emerging technologies from AI to Data Analytics into every corner of what we do at EY.
That means more growth for you,
exciting learning opportunities, career choices, and the chance to make a real impact.
**The opportunity**:
- Deliver reliable, best in class support services in a manner that meets our contractual obligations and delights our customers and clients.
- Be accountable for the transparent end to end delivery of service to customers and clients to the SLA's, OLA's, and contractual commitments.
- Responsible for implementation, effective and efficient execution and usage of EY's Service Management processes and framework to deliver to the agreed Service Levels and contractual commitments.
- Manage communication to Client, EY and regional leadership during critical situations
- Develop and maintain key relationships with Clients and customers to ensure accurate and meaningful transparency is provided to executives on key issues
- Help resolve key intensified issues ensuring that the Client requirement is well understood by EY and provide frequent updates to both Client and EY leadership on resolution progress
- Maintain detailed information on EY performance and regularly review project health with Client / EY leaders for assigned regions
- Ensure that EY is best placed to deliver our contracted obligations and there is full alignment with account and EY strategy/plans
- Serve as executive liaison between the Client and EY (e.g.
Data Operations, Tech Operations, Business Operations and Service management, etc.)
- Understand in-depth and communicate Client's regional/local emerging business trends and their implications on the organization and its customers back to the EY leads.
- Partner with all levels of EY leadership to drive initiatives that meet and exceed Client expectations to the most efficient and cost-effective level of support.
- Drive strategies partnering with client and vendors to ensure world class customer support experiences
- Able to align EY strategies within Client's regional/local context to a strategy that builds the EY brand.
- Responsible for ensuring that Client's regional/local points of view are represented in all major transformation projects.
**Your key responsibilities**:
- Specific projects / programmes - leading and facilitating Service Transition work-streams where required
- Developing and agreeing Transition acceptance criteria for services, and governing the delivery against them and/or managing the associated risk(s)
- Matrix management of transition work stream teams - coordinating and monitoring resources and actions as necessary
- Establishing and operating transition governance controls - in order to identify and manage areas of shortfall or risk and working towards mitigating these
- Working with Support and Service Delivery teams in order to develop and mature the Transition processes, and embedding these into methodologies used to deliver change
- Acting as the Service Management lead for new services during their warranty period - providing continuity between project and run-state stages
- Owning the delivery of knowledge transfer activities - to ensure appropriate levels of knowledge for new services to key operational teams are in place
- Working with project teams to ensure key operational teams are equipped with the necessary skills, knowledge, tools and documentation to support new or changed services
- Continually improving the Service Transition processes and ensuring the improvements are embedded into day to day activities
**Skills and attributes for success**:
- Formal ITIL v2/v3/v4 qualification (Foundation Certification)
- Demonstrable experience of working within an ITIL Service Management framework
- Experience of managing service transitions/ projects following recognised project methodologies (e.g.
PRINCE2 / APM / PMI /Agile / Waterfall)
- Demonstrable experience of delivering business change - including matrix management of project/ work stream teams
- Previous exposure to service readiness, introduction or transition management roles
- Able to demonstrate an excellent customer service focussed approach
- Evidence of an understanding of new technologies and their support issues, in particular Cloud based
- Established interpersonal skills, initiative, communication, negotiating, influencing and team working
- Demonstrable
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.