Service Delivery Manager - Kuala Lumpur, Malaysia - EY

EY
EY
Verified Company
Kuala Lumpur, Malaysia

1 week ago

Siti Tan

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Siti Tan

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Description
EY DnA is the data and advanced analytics capability within EY Asia-Pacific, with over 500

specialist employees working across multiple industry sectors.

We're looking for people with strong Data related Solutioning and Consulting experience. You

will need passion for a career in data analytics, where you will provide a consultative service on a

variety of data driven decision making projects within a fast-paced consulting environment.


The opportunity
The Service Manager will be the single-point-of-contact for customers for Managed Services and

Maintenance; Support engagements overseeing ongoing operational services, and monitoring

performance against SLAs. The Service Manager will have a strategic oversight and support role

with regard to ongoing managed services and will bring industry-established best practices

based on ITIL/ITSM.


Your key responsibilities


As a Service Delivery Manager, you will manage multiple engagements working closely with the EY offshore team based in India.

The role will be the first escalation point for the clients.

Some of your responsibilities will include:

  • Complete assessments of customer analytical environment based on business and technical needs, and provide recommendations to drive improved performance and service experience
  • Actively track, identify, and manage operational risk through proactive actions and insights
  • Maintain clientrelated knowledge and share as needed with internal teams
  • Ensure contractual deliverables are executed on time and meet customer requirements
  • End to end ownership (costing, resourcing, service management, financial management & stakeholder management) of data & analytics managed services/BAU projects.
  • Be responsible for transitionin when projects move from build phase to operate phase.
  • Provide a single point of contact for Services and thirdparty vendors that form part of our solution offering
  • Build a trustedadvisor relationship with customer teams
  • Liaise with SMEs for technical information as needed for tactical and strategic operations
  • Manage proactive services and execution against SLAs
  • Improve the customer experience by identifying and driving crossfunctional process improvements
  • Serve as a focal point for communication and incident management during critical events including escalations
  • Ensure Incident summary such as Post Incident Reviews, lessons learned are identified and actioned
  • Oversee postcritical event reviews focused on root cause analysis and corrective actions
  • Be accountable for the achievement of all incident related service level metrics
  • Evaluate and communicate KPIs and system metrics, SLA achievement needed for technical and executive reviews
  • Adopt selfservice/best in class capabilities to drive improvements
  • Actively participate in IT Governance across all Managed Services accounts

To qualify for the role you must have

  • Strong experience in an IT managed services environment (ITSM).
  • Previous incident coordination experience.
  • Strong stakeholder management / problem solving skills.
  • Knowledge of data platforms products and services, ideally with Cloud platform
  • Strong communication skills, with the ability to present technical ideas for nontechnical audiences
  • Previous customer management experience and change management skills

Ideally, you'll also have

  • Strong consulting experience and background, including engaging directly with clients
  • Experience in a delivery role on Data Warehousing, Big Data or analytics projects
  • Knowledge of data management architectures, frameworks, systems, practices and standards
  • ITIL v4 certifications

What we look for
Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry.

An effective communicator, you'll be a confident leader equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization.

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 we offer


EY offers a competitive remuneration package commensurate with your work experience, where you'll be rewarded for your individual and team performance.

We are committed to being an inclusive employer and are happy to consider flexible working arrangements (FWA), where this may be needed, guided by our FWA Policy.


Plus, we offer:
-
Continuous learning: You'll develop the mindset and skills to navigate whatever comes next.
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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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