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Job Title: Head of Service Management – Senior Manager

Function: Assurance

Sub Function: Assurance Managed Services

 

The opportunity

EY continues to expand its Assurance Managed Services portfolio to deliver scalable, industrialized, and well governed services across multiple solution areas. The Service Management is a critical enabler underpinning these managed services, acting as the single point of entry and operational control layer across client engagements.

As Head of Service Management (Senior Manager), you will be accountable for designing, leading, and scaling a global Service Management capability supporting managed services across Assurance, including Integrated Finance (IFMS), Forensics, Sustainability, and other Assurance led offerings.

The role combines strategic ownership, operational leadership, and governance accountability, and may include client facing responsibilities depending on the service setup and engagement model. You will ensure consistent, auditable, and high quality Service Management across multiple service lines, clients, and geographies, while supporting both pending and future service setups.

 

Your key responsibilities:

Service Desk strategy, operating model, and service setup

• Participate in design and own Service Management operating model for Assurance Managed Services, ensuring scalability across multiple solutions and clients
• Establish and maintain the Service Management as the single point of entry for all Service Management requests
• Lead and support service setup, onboarding, and transition activities, including pending or in flight managed service deployments
• Ensure new and evolving services are fully integrated into Service Management processes, tooling, and governance
• Define clear L1/L2/L3 role boundaries within Service Desk, handover rules, escalation paths, and accountability models

Capability build and continuous improvement

• Lead the build, onboarding, and development of Service Management teams
• Define role profiles, capability expectations, and development paths for Service Management resources
• Own Service Management level KPIs, MI, and reporting, ensuring transparency and data driven decision making
• Drive continuous improvement using trends, root cause analysis, and operational insights

Stakeholder and client engagement

• Potentially act as a client facing role, representing Service Management operations in client meetings, service reviews, and governance forums
• Build trusted relationships with clients, solution owners, and Assurance leadership
• Ensure Service Management services meet contractual commitments, SLAs, and client expectations

Service Management tooling and enablement

• Participate in the preparation, design, and evolution of the Service Management toolset, ensuring alignment with Service Management processes and governance requirements
• Partner with technology, solution, and operations teams on tool configuration, workflows, approval paths, and reporting structures
• Ensure the toolset supports intake, triage, routing, approvals, auditability, MI, and SLA tracking across managed services

Operational leadership and major incident management

• Provide senior leadership for day to day Service Management operations across global locations and time zones
• Actively participate in the resolution of Major Incidents, including coordination, escalation, decision making, and senior stakeholder communication
• Serve as a senior escalation point for high impact, cross service, or client critical issues
• Ensure post incident reviews are completed and that lessons learned are embedded into process and tooling improvements

Governance, approvals, and decision authority

• Hold defined approval authority, subject to governance design, for Service Management matters (e.g. service changes, escalation decisions, routing models)
• Ensure compliance with EY governance, approval frameworks, and segregation of duties principles
• Maintain clarity of decision rights between the Service Management, Solution Leads, and Delivery Leadership
• Own Service Management related controls, documentation standards, and audit evidence

 

Skills and attributes for success:

• Strong leadership presence with the ability to operate at Senior Manager / capability owner level
• Deep understanding of Service Desk and Service Management operating models, ideally ITIL aligned
• Experience designing and scaling global, multi client service capabilities
• Strong governance, risk, and control mindset
• Confidence operating in client facing and senior stakeholder environments
• Ability to lead calmly and decisively during major incidents and service critical situations
• Excellent communication and stakeholder management skills

 

To qualify for the role, you must have:

• Significant experience in Service Management, or Managed Services leadership roles
• Demonstrated ownership of service operations, governance frameworks, and operational controls
• Experience supporting services in complex, regulated, or audit sensitive environments
• Proven people leadership experience, including team build out and capability development
• Experience working in large, global, matrixed organizations

 

What we look for:

• Strategic yet hands on leader who can both design and operate a Service Management capability
• Strong client service mindset balanced with governance discipline
• Ability to bring structure and clarity to evolving service environments
• Proactive, resilient, and confident decision maker
• Collaborative leader able to align diverse stakeholders around a common operating model
• Developing touchless service delivery, defining and exceeding client experience.
• Enabling and managing a hybrid workforce,
• Things like Service desk, whilst foundational to a service model they need to reflect the agentic expectations of today and how this will be at the core of the service models.
• The role will act as a client facing role.
• Technical skills will also be important, I would expect tooling, prompting and service design to be a key skill set.  
• Ideally managed operations with multiple alliances/partners in an ecosystem.
• Personal skills include collaborative, building strong networks and teams.

 

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