Join EY as a Senior Manager to lead and scale a global Service Management capability supporting Assurance Managed Services. This pivotal role involves strategic ownership, operational leadership, and governance across diverse service lines like Integrated Finance, Forensics, and Sustainability. You will be instrumental in ensuring consistent, high-quality service delivery across multiple clients and geographies, while also contributing to the future growth of our managed services portfolio. Build an exceptional career within a supportive, inclusive, and global culture.

Key responsibilities include developing the Service Desk strategy and operating model, establishing a single point of entry for service management requests, and leading service setup and transition activities. You will also drive capability building for Service Management teams, define role profiles, and own key performance indicators (KPIs) and reporting. Engaging with clients and stakeholders to build trusted relationships and ensuring services meet contractual commitments are also core aspects of this role. Furthermore, you will participate in the design and evolution of Service Management tooling, and provide senior leadership for day-to-day operations, including major incident management and governance.

Key responsibilities: - Design and own the Service Management operating model for Assurance Managed Services. - Lead service setup, onboarding, and transition activities. - Develop and manage Service Management teams, defining role profiles and development paths. - Own Service Management KPIs, MI, and reporting for data-driven decision making. - Act as a client-facing representative in meetings and governance forums. - Partner on Service Management toolset design, configuration, and workflows. - Provide senior leadership for global Service Management operations and major incident resolution. - Ensure compliance with EY governance, approval frameworks, and segregation of duties.

We are seeking a seasoned professional with significant experience in Service Management or Managed Services leadership. A strong leadership presence and the ability to operate at a Senior Manager level are essential. Deep understanding of Service Desk and ITIL-aligned Service Management operating models, along with experience designing and scaling global service capabilities, is required. A strong governance, risk, and control mindset, coupled with confidence in client-facing and senior stakeholder environments, is crucial. The ability to lead calmly and decisively during critical situations, along with excellent communication and stakeholder management skills, will contribute to your success. Experience in supporting services within complex, regulated environments and proven people leadership, including team building, is also vital. Experience in large, global, matrixed organizations is preferred. A strategic yet hands-on leader with a client service mindset, balanced with governance discipline, is ideal. Ability to bring structure and clarity to evolving environments, and a proactive, resilient, and confident decision-making approach are highly valued.