CT: Communications Lead
(Enterprise Service Management)
Rank: Assistant Director
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 a powerful product engine that are integral to innovation at scale. You will work with technologists and business specialists, blending EY's deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. As a champion for change and growth, you will 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
The selected candidate will:
- Have overall accountability for Operational Status Reporting and Communication across a wide portfolio of systems, tooling, and services.
- Accountable for creation and delivery of Portfolio wide Communication Strategy
- Responsible for the development and deployment of a standard, robust, "best practice" framework for reporting Operational Status and communication in support of Service Delivery.
- Be responsible for the adherence of all change to these standard processes and controls, mitigating risk and ensuring consistency and transparency.
- Support the deployment, maintenance and smooth operation of a portfolio of complex solutions and their successful deployment to user communities.
- Develop trusted relationships with senior business partners to gain an in-depth understanding of key business processes, products and services, and influences others to ensure business case and customer satisfaction goals are met.
- Support the Service Delivery function to deliver reliable, best-in-class support services in a manner that meets our contractual obligations and delights our customers and clients.
Your key responsibilities
- Establish, monitor and publish a comprehensive portfolio of KPIs, service level standards and performance targets
- Deploy and maintain a standard Operational Status and communication capability for all supported applications and services, communicate system performance-impacting events
- Provide proactive and reactive information in support of efficiency and effectiveness initiatives
- Provide engagement team-visible, client-centric value metrics hosted in a broadly accessible reporting environment
- Develop and effectively lead the Operational Status & Communication Team through clear Accountabilities, effective Communication, adherence to and advocacy for Quality & Compliance.
- Develops long-term, trusted relationships with senior partners to gain an in-depth understanding of products, services and key business processes and utilized deep business knowledge to oversees activities of multiple teams to provide project engineering work in alignment with business requirements
Skills and attributes for success
- Highly advanced understanding of technology including networks, storage systems, servers, operating systems, applications, database and web platforms
- Demonstrates in-depth knowledge of key business processes, products and services, within agreed areas of expertise and is able to provide feedback and advice to key partners, such as Product Owners, business sponsors and Service Delivery Managers on complex queries
To qualify for the role, you must have
- More than 10 years of significant work experience leading an Operational Status & Communication capability in a large and complex environment.
- Significant experience in either an internal or external support engineering role, or similar, with sophisticated technical knowledge in assigned specialism
- Exceptional experience in customer facing roles
- Extensive experience with modern technology understanding including cloud service, virtual networks/systems
- Considerable experience working virtually in a globally dispersed team
- Strong communication and influencing skills with the ability to communicate complex technical information to all stakeholders
- The ability to create consensus and understanding within virtual teams.
- Ability to work under their own initiative, in support of a strategic end goal.
Ideally, you'll also have
- Experience working with ServiceNow or similar tool.
- Experience working Agile/Scrum environment preferred.
- Experience working in Dev Ops organizations preferred.
- Experience in a professional services industry preferred.
- Experience working in TFS and TFS Release Management is preferred.
- Project management certification is helpful (PMI/CAPM or PMP, PRINCE2).
- Familiarity with ITIL v2, 3 or 4 would be advantageous
What we look for
- A self-starter, independent-thinker, curious and creative person with ambition and passion!
What we offer
As part of this role, you will work in a highly integrated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package focuses on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here's a snapshot of what we offer:
Continuous learning: You'll develop the attitude and skills to navigate whatever comes next.
Success as defined by you: We will provide the tools and flexibility, so you can make a significant impact, your way.
Transformative leadership: We will give you the insights, coaching and confidence to be the leader the world needs.
Diverse and inclusive culture: You will be accepted for who you are and empowered to use your voice to help others find theirs.
We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodations.
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.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
If you feel you are a good fit for this role, please contact as soon as possible.
To explore the role further, please contact us as soon as possible.
Join us in building a better working world.
Apply now.
