Understand the relevant functional area of Service Quality Management (SQM), gained through a combination of program delivery/implementation and support.
Manage the delivery of IT projects, budgets, forecast and strategic roadmaps.
Manage stakeholders across the CBS and service line landscape regarding SQM initiatives.
Collaborate with leaders across EY Technology and CBS in delivery of the tooling to support the internal SQM processes.
Ensure ongoing awareness of the impact of future programs across the functional area and provide input to impact assessment as required.
Participate in product road mapping in support of business changes over a rolling three-to-five-year period.
Make informed judgements and take appropriate action regarding issues which may potentially impact the quality of services delivered by the SQM delivery team.
Analyze requirements from the business to understand the business processes supported.
Work closely with the operational support manager and team to ensure timely resolution to business critical issues.
Direct vendor management including enforcing SLA’s and contract negotiation.
Monitor and manage program baseline to ensure activities are occurring as planned – scope, budget, and schedule.

A degree in Computer Science or in a related discipline; or equivalent work experience.
One or more professional certificates to supplement formal education/experience in support of Service Delivery Management.
Minimum of 12 years of experience in consulting or IT implementation.
Direct experience in complex management activities including supplier management and the delivery of complex IT services to customers.
10+ years delivery with the AGILE development methodology.
Ability to effectively manage priorities and staffing to ensure delivery of highest priority items.
Significant experience of developing and managing portfolio plans and planning demand in line with business priorities.
Direct experience in managing onshore and offshore staff and budgets.
Project management certification preferred (PMI/CAPM or PMP, PRINCE2).
Familiarity with ITIL preferred.
AGILE certification preferred.

Continuous learning : You’ll develop the mindset and skills to navigate whatever comes next.
Success as defined by you : We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
Transformative leadership : We’ll give you the insights, coaching and confidence to be the leader the world needs.
Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

Solution Delivery Manager

Key skills