Join EY and shape your future with confidence as a Senior Service Delivery & Operations Lead. This role focuses on leading enterprise-scale Cloud Operations, Application Production Support, Monitoring, Service Management, and Operational Excellence for Azure-based Data & Analytics platforms. You will ensure operational stability, service reliability, and customer satisfaction through effective global 24x7 operations management.

EY's Global Delivery Services (GDS) is a worldwide network of service delivery centers supporting EY's growth agenda. With over 80,000 professionals across ten global locations, GDS provides client service support in Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge, alongside Enablement Services for various internal functions.

The ideal candidate possesses strong experience in Cloud Operations, Application Support, Incident Management, Service Delivery, and Project Execution. You will collaborate with engineering, business, and delivery teams to enhance operational excellence, modernize services, drive automation, and foster continuous improvement within a globally connected and inclusive culture.

Lead end-to-end service delivery, operational governance, and support for cloud, enterprise application, and Data & Analytics platforms, ensuring high availability and customer satisfaction. Manage and mature global 24x7 support teams, focusing on workforce planning, service quality, reporting, resource allocation, and team development. Own service performance through governance of SLAs, KPIs, compliance, and executive reporting. Drive Incident, Problem, Change, and Major Incident Management aligned with ITIL best practices, acting as the primary escalation point for critical issues. Oversee L1.5 production support and monitoring for Azure-based Data & Analytics applications and cloud services. Enhance observability and operational excellence through continuous improvements in monitoring, alerting, logging, and automation using Azure Monitor, Log Analytics, and similar tools. Partner with L2/L3 support, Data Engineering, Architecture, and DevOps to improve service reliability and performance. Lead service transition, operational readiness, and support model design for new applications and platform modernizations. Maintain and enhance runbooks, SOPs, and operational processes for standardized and efficient support. Drive continuous improvement initiatives focused on automation, process optimization, and service maturity. Provide strong leadership, mentoring, and capability development for support teams, fostering a culture of accountability and innovation. Support project delivery through resource forecasting, budgeting, risk management, and cross-functional coordination.

A minimum of 8-12 years of experience in Service Delivery, IT Operations, Cloud Operations, Application Support, Managed Services, or Production Support. Possess at least 3-5 years of experience leading global 24x7 operations and support teams. Demonstrated experience managing enterprise-wide Incident, Problem, Change, and Major Incident Management processes. Proven experience leading service transition and operational readiness initiatives. Track record of managing global stakeholders and executive communications. Experience with operational governance, KPI management, SLA reviews, and service reporting. Familiarity working within complex enterprise environments supporting business-critical platforms. Strong hands-on exposure to Azure cloud environments; AWS/GCP experience is a plus. Expertise in Incident, Problem, Change, Release, and Major Incident Management, including leading L1.5 triage calls. Experience with ITSM platforms and operational governance frameworks. Solid understanding of Monitoring, Observability, Logging, and Application Performance Management. Leadership experience in managing support teams, driving operational excellence, and stakeholder communications. Certifications such as ITIL v4 Foundation/Managing Professional or Microsoft Azure Administrator Associate are required.