Join EY's Global Delivery Services as a Manager, leading application managed services engagements. This role involves managing stakeholders, contractual obligations, and executing service management and transition plans with multidisciplinary teams. You'll leverage strong ITSM principles, process automation, and innovation to grow, sustain, and improve services, ensuring robust IT Service Management for EY's products, applications, and services.

EY is dedicated to building a better working world, offering you a globally connected platform with diverse teams to advance your career. We provide future-focused skills, world-class experiences, and a flexible, inclusive environment to empower your growth.

As the Service Manager, you will be the primary point of contact for application system service delivery. You will enable end-to-end ITSM processes, ensuring service stability, availability, and reliability while driving proactive issue prevention and risk mitigation. Key responsibilities include establishing operational runbooks, managing stakeholder communications, monitoring SLAs, and collaborating with third-party vendors.

You will lead a team comprising Business Analysts, Application Developers, Technical Architects, and DevOps Engineers. The role requires executing managed services, implementing continuous improvement frameworks (including CI/CD pipelines), and integrating new product features. Providing relevant reporting and trend analysis, alongside cost control measures, is also essential. Coaching your team to achieve results through problem-solving and architectural thinking is a core aspect of this position.

We are seeking a Service Manager with demonstrated expertise in leading and growing mid-scale Managed Services engagements, possessing strong stakeholder management and troubleshooting skills across complex technologies. A proven track record in IT Service Management principles, methods, and practices is essential, along with experience in Service Designing and Service Transition.

Ideal candidates will hold a Bachelor's degree in Computer Science, Information Systems Management, Engineering, or a similar field, with 10-15 years of experience, including a minimum of 3 years leading mid-scale Managed Services projects. Experience managing multi-year SOWs with contract values between 1-5 million USD annually and leading teams of 20-30 FTEs in an onshore-offshore model is required. Familiarity with various industries, preferably Insurance/Financial Services/Banking, and hands-on experience in executing application engagements across technologies like Java, .Net, Guidewire, Salesforce, or SAP on cloud platforms is crucial. A strong background in driving services to steady state for multiple clients is mandatory.