EY Looking for Client Technology: Ops & Support – Service Desk Lead at Hyderabad, Telangana Full Time

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.

CT Operations and Support – Service Desk Lead

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.

The Service Desk lead is a key leadership position within CT Operations and Support, having overall accountability for the quality of service provided by our Service Desk(s). The primary measure of success for this role will be a high level of customer satisfaction, and a high percentage on first time fix, working and managing the relevant vendor(s) providing the Service Desk capability on EY’s behalf.This will include the processes and toolset capability required to achieve this. In addition to providing excellent central IT support, the Service Desk Lead has a broader remit which encompasses developing our relationships with the different support teams within CT and ET, and our internal business stakeholders. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity

The selected candidate will:
Deliver reliable, best in class support services in a manner that meets our contractual obligations and delights our customers and clients, through working hand in hand with our vendors proving the Service Desk capability

Ensure all concerns and escalations regarding the Service Desk are all addressed in a timely manner to ensure a satisfactory outcome

Ensure that EY is best placed to deliver our contracted obligations and there is full alignment with account and EY strategy/plans

Partner with all levels of 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

Driving and improving the performance of the Service Desk to meet ever increasing business demand, requirements and the use of world leading channels into the Service Desk

Managing and supporting the team managers in the area, including coaching/mentoring and personal development where appropriate

Contributing to senior management and leadership forums for CT Operations and Support, and contribute to the IT strategy.

Identify and help implementing new and continually evolving ITSM functionality

Producing MI and managing budgets

Reviewing processes, tools, and technology to ensure optimum delivery capability

Ensuring a focus on continuous improvement

Your key responsibilities

Consultative questioning, influence management and critical thinking skills to understand a current problem requiring a designed remediation. Recommend viable solutions that will improve appropriate EY services or functionality in a manner that is both effective and supporting the value to Client.

Have extensive knowledge of EY service lines, organizations, opportunities and deliver highly valuable business outcomes from that knowledge.

Day to day operational accountability for the Service Desk Services and compliance requirements Globally or Local Area based.

Develop innovative solutions to problems without precedent.

Anticipate operational, program, implementation issues and develop detailed recommendations on preventative measures

Skills and attributes for success

Deep knowledge of delivery in a Service Management environment.

Sound understanding of the EY network and Service Lines to ensure delivery issues are resolved in a timely fashion.

Engage/work with EY process owners from across delivery to ensure the delivery success of the engagement.

Engage/work with client leadership and drive through the E2E requirements of the delivery and ensure customer expectations are met.

Service Level management and understanding to be able to pre-empt delivery risk and manage mitigation.

Maintain advanced interpersonal skills to engage, as an inspiring leader, with peers and other senior leaders of the firm, in cross business discussions within a matrixed geographically dispersed organization and to build a solid network for collaboration and sharing knowledge.

Use these relationships to connect colleagues and challenge insightfully to improve processes, propose credible options, and position EY role in Client’s service and business management.

Maintain a collaborative but firm approach with all interactions and keep discussions focused on fact-based needs and then align a strategy that satisfies those needs with measurable outputs.

Manage peers, other leaders and projects by delegating work effectively and using appropriate resources. Utilize people, time and project management disciplines across a diverse culture and multiple time zones.

Resolve team conflicts with a demonstrable ability to implement and communicate difficult decisions. Provide individual, team and peer mentoring as appropriate and develop capabilities within team, function and organization.

To qualify for the role, you must have

Have previous at least 5 years experience managing an Enterprise IT Service Desk

Overall 17+ years of experience

Have experience working with global IT Service Providers

Demonstrate experience in effectively delegating tasks whilst conforming to service level/quality agreements

Have exceptional customer service skills and strong commercial awareness

Are ITIL qualified

Ideally, you’ll also have

A degree in Computer Science / Engineering and/or a business-related degree

What we look for

A self-starter, independent-thinker, curious and creative person with ambition and passion!

What we offer

As part of this role, you’ll work in a highly integrated, globally diverse 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 will develop the mindset and skills to navigate whatever comes next.

Success as defined by you: We will provide the tools and flexibility, so you can make a significant impact, your way.

Transformative leadership: We will give you the insights, coaching and confidence to be the leader the world needs.

Diverse and inclusive culture: You will be accepted for who you are and empowered to use your voice to help others find theirs.

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