EY's Global Delivery Services (GDS) is seeking a Senior Service Delivery Manager to oversee client service delivery within our worldwide network of service centers. GDS is a vital part of EY's strategy, ensuring effective support for our growth agenda and delivering exceptional client service across Consulting, Assurance, Tax, and Strategy & Transactions. Our innovation specialists enhance these services through cutting-edge technologies and skilled teams.

Manage the end-to-end delivery of services, ensuring quality, timeliness, and budget adherence. Cultivate strong client relationships, focusing on understanding needs and ensuring satisfaction. Lead and mentor a team of service delivery professionals, guiding their performance. Drive process improvements and implement best practices for enhanced efficiency and effectiveness. Monitor key performance indicators (KPIs), reporting on performance and identifying areas for development. Proactively manage risks associated with service delivery and implement mitigation strategies. Collaborate with cross-functional departments like sales, operations, and IT to ensure seamless service execution. Review Statements of Work (SOW) and manage incoming tickets, ensuring adherence to SLAs. Maintain Infosec compliance and ensure Disaster Recovery/Business Continuity Planning (DR/BCP) readiness.

A minimum of one year's experience managing cloud-based solutions is mandatory. Proficiency with Microsoft Azure, AWS, or Google Cloud Platform is required. Familiarity with the Java framework, SQL Server, and design patterns like Model-View-Controller (MVC) is essential. Strong troubleshooting and excellent business and communication skills are crucial. Candidates should possess a keen attention to detail and a solid understanding of software development best practices. Experience with ITIL processes and a willingness to work in shifts and provide on-call support are necessary. An education in Information Technology or equivalent work experience is expected.