EY—Managed Services TechOps Lead

Job description

Description: 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. Managed Services Technology Operations Leader Rank: Associate Director / Senior Manager EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization. Fueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and powerful product engine that are vital to innovation at scale. As part of Client Technology, you’ll work with technologists and business experts, blending EY’s deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. As a catalyst for change and growth, you’ll be at the forefront of integrating emerging technologies from AI to Data Analytics into every corner of what we do at EY. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact. The opportunity EY Client Technology is looking for an experienced Technology Operations Leader to join our expanding managed services team. The role involves supporting major managed services programs in key areas including finance, cybersecurity, risk management, and application management services, with a strong focus on leveraging AI technologies to enhance service delivery and operational efficiency. Your Key Responsibilities - Oversee ongoing operation and support for 300+ global managed services clients, utilizing AI-driven analytics to optimize performance and client satisfaction. - Manage, maintain, and support post-transition technology projects, ensuring support quality through AI-enhanced monitoring and predictive maintenance. - Lead process development and continuous improvement to uphold engineering support standards, incorporating AI solutions for automation and efficiency. - Build strong relationships with senior stakeholders to understand key business needs and drive satisfaction and improve engagement strategies. - Direct and manage the assessment, analysis, planning, and design of release packages, including comprehensive risk assessments and the facilitation of post-release reviews - Evaluate infrastructure integrity risks associated with proposed implementations, review the efficacy of change initiatives, and implement enhancements to organizational procedures governing change management, supported by AI insights. - Contribute to cost estimates in support of pre-sales activities; execute financial management duties such as monthly forecasting, annual budgeting, invoice review, and approval - Find ways to reduce costs and adopt technology solutions, including AI, to enable automation of operational processes. Skills and Attributes for Success - Advanced knowledge of technology, including networks, storage, servers, operating systems, applications, databases, and cloud platforms, with a focus on AI integration. - Strong programming skills and experience, particularly in AI and machine learning frameworks. - Deep understanding of business processes, products, and services in relevant areas, with the ability to advise stakeholders on complex issues using AI insights. To be eligible for this position, you should have - A bachelor’s degree in engineering, computer science, IT, or a related discipline, with coursework or experience in AI technologies. - Practical experience in technology operations, with a focus on AIOps - Significant expertise in support engineering - Outstanding background in roles that involve direct customer interaction - Broad experience managing services with up-to-date knowledge of technologies such as cloud services and virtual networks/systems, including AI platforms. - Demonstrated ability to work remotely within globally distributed teams Ideally, you’ll also have - ServiceNow or similar tool experience. - Agile/Scrum environment experience. - DevOps/Application Managed Services experience. - Professional services industry experience. - Knowledge of ITIL v3 or later. What we look for - A self-starter, independent-thinker, curious and creative person with ambition and passion What working at EY offers We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer: - Support, coaching and feedback from some of the most engaging colleagues around - Opportunities to develop new skills and progress your career - The freedom and flexibility to handle your role in a way that’s right for you EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance. 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.