service Delivery managerErnst & Young Global Services Philippines Inc

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even b At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. EY is an evolving and transforming organization that is grounded on the purpose of 'building a better working world' while aspiring to achieve exceptional client satisfaction. Technology is a key enabler of this aspiration and purpose. To that end EY announced significant additional investments in the tune of over $1B in the next couple of years toward EY Technology. The opportunity In this exciting role You will be the primary VOC (Voice of Customer), gathering insights, aligning and representing customers, stakeholders and other support teams into the global strategy and offering(s) for IT support formulation (gathering requirements, assessing economics/business case), as well as to execute global strategy for IT support, supporting customer's needs - enabled by driving pipeline in potential digital technology adoption and training (for automation) to ensure a world class service & support experience for the region(s) you are responsible for. You will be accountable for the delivery of KCS methods, financials & Customer Success of E2E Customer Service lifecycle to EY customers,to ensure that suppliers deliver to the expected outcomes to account for service performance, monitoring, measuring service levels and focusing on continuous improvement oversight to enable Customer Successs. The main goal is to delivery a state of heightened Support experience with minimal disruption to productivity of the service consumers, based on the principles of: Support is easy to access Effective in resolution Customers do not have to think about support. Current success is measured through contractual key performance indicators. While these contractual KPIs are the foundation of expectations it is also the expectation that through the collaboration between all involved that different views of performance be applied to drive continual service improvement. If the above excites and you are . Customer experience obsessed and an advocate for the customer using a deep understanding of what impacts their experiences today A service delivery orchestrator, that loves to go to the deepest level of detail in order to deliver a solution that doesn't settle for anything other than the best customer experience Outcome. A challenger of what is known to be true and having a strong bias towards insights & actions that accomplishes great things. Energized by engagement with peers, vendors and stakeholders and hacking through problems for impactful resolution oversight A trusted partner & advisor to/with peers, vendors and stakeholders through frequent connects, intense listening, defining with them the opportunities that they as a team are identifying and delivering measurable outcomes that delivers a long-term value to their business. Passionate about customer needs and wants to be part of a team that exists because of those needs - 'Built to Serve' Humility to recognize that no problem is too small and to solve big problems we need to fail fast and learn fast. In this organization we value doing the right thing for our customers over being right. Then we need you! And we look forward to the opportunity to talk to you and get to know you better. And we hope that this could be the start of a mutually beneficial opportunity. Your key responsibilities You will spend most of your time engaging with stakeholders (of the territory(ies) assigned to identify opportunities to continually enhance the customer experience specific to EYTS support services. Responsibilities: Value Add strategically and operationally to EYTS support services, which includes vendor support integration activities worldwide to drive contractually agreed operational, financial performance and outcome(s) to enable Customer Service and Support Experience Transformation to achieve strategic operational performance, financial objectives and outcome(s) of their specific territories. Accountable and Manages E2E customer & services lifecycle planning activities of the EYTS Support Services team and guides peers and others in the appropriate capture and utilization of insights, metrics, analytics and benchmark reporting aligned to vendor activities to analyze and driveperformance improvements against Service Level Agreements (SLA's), Key Performance Indicators (KPI's), Transformation Index and Return on Investment (ROI) among other indicators. Be the change leader, manages & orchestrates EYTS support services and vendor participation and engagement with the CSSXT project teams on planning and change readiness activities such as knowledge and training for Information Technology (IT) and other operational and service improvements to maintain vendor performance and operational readiness. Enables & Supports the proper identification of potential operational issues and preventative measures proactively to avoid any negative impacts to the production environment and additionally supports the development of a formal contingency plan and procedures in the event an IT change needs to be removed and rolled back from production Orchestrates & Supports EYTS support services and vendor risk management activities including the testing and maintenance of support and vendor Business Continuity and Resiliency Plans (BCP/BCRP) to minimize potential business disruption and maintains operational support performance under adverse conditions such as an interruption to service caused by a natural or man-made disaster. Outage Management responsibilities also sits in this role to ensure that respective stakeholders are being engaged and appropriate information, priority and actions is being taken to mitigate all outages that drives contacts to the Service Desk. Ensures & provides oversight to proper execution of EYTS Support Services vendor(s) performance improvement activities based on Project Management Institute (PMI) project management competencies required, specifically experience in leading and directing projects as well Information Technology Infrastructure Library (ITIL) standards and Organizational processes for IT Service Management (e.g. ITIL's Incident and Problem Identification and Change Control processes) which identifies variances or situations that could impact data security and integrity within IT services. Skills and attributes for success We are interested in people, who bring in experience with becoming a trusted partner & advisor whose brand is to determine and deliver measurable results that are in context and mutually beneficial between the business, customers and partners ecosystem To qualify for the role you must have Native in Korean language and fluent in English are required Fluency in Japanese language in addition will be an advantage. 10+ years in IT with a good understanding of the broad aspect of delivery of a world class IT service (E2E) with the ability and experience in navigating through a complex matrix organization. Min 5+ years of experience in a Service Support (including Service Desk) operations environment where the major focus was on continual service improvement and customer experience through that service Have proven and demonstrable experiences in the key responsibilities above Ability to engage, maintain and drives insight conversations solid interpersonal skills to engage as a thought leader with peers, partners, stakeholders and all of IT against the key responsibilities above. What working at EY offers The Customer Service & Support Experience Transformation Organization offers a highly collaborative environment that recognizes measurable outputs that benefit customers as the gold standard to obtain. Our operate model is one that aligns focus to teams strengths, allowing all teams involved to focus on what they do best. Outside of delivering to the Global Strategy, how team members obtain results is driven through their own interdependency. EY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.
Monster

Taguig City, Metro Manila
Permanent
Full-time