Unified Support Services - USS - EMEIA Service Delivery Leader Associate 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 a US$1.5+B investment in technology and innovation, EY is primed to guide clients in their efforts to drive sustainable growth, create new value, and build new and better ways of working. As part of Enterprise Technology, you’ll be at the forefront of integrating technology into 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’s global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government like entities.

 

The EMEIA Service Delivery Leader (EMEIASDL) for EY's Unified Support Services (USS) plays a crucial role in managing and guiding the integrated Onsite Support Services (OSTS) and Service Desk (SD) across the EMEIA area. Under the direction of the USS Global Leader, the EMEIASDL is tasked with executing the global USS strategy at the area level, ensuring that services meet EY's high standards and operational goals. Leading a team of around 550 EY staff and contractors, the EMEIASDL will coordinate with the USS EMEIA regional leaders to manage the delivery of OSTS and oversee the Service Desk operations provided by ATOS for EMEIA. The EMEIASDL will be responsible for securing comprehensive business enablement and operational support from the central Functional Excellence team for the USS functions within EMEIA. Additionally, the EMEIA SDL will also be responsible for maintaining the connect and relationship with the ATOS EY Account leadership team based out of United Kingdom. This will include regular in-person meetings and workshops with the ATOS team as required.

 

EY is seeking a forward-thinking IT executive to conceptualize, establish, and evolve this newly conceived team in accordance with the global Unified Support Services strategy.

This executive must:

• Lead and create a customer-centric culture that focuses on innovative and best-in-class customer service design and execution
• Serve as an innovative inspiring leader to align technology solutions with customer needs to deliver an integrated customer experience
• Effectively operate in a complex global organization
• Assemble and lead a high performing team with a laser focus on exceptional customer service and promotes an inclusive and mentoring culture 
  
  

Your key responsibilities

• Develop a comprehensive plan to implement the global Unified Support Services (USS) strategy within the EMEIA area, tailoring it to regional needs while maintaining alignment with global objectives.
• Establish clear service delivery standards and protocols to ensure consistency and excellence in integrated Onsite Support Services (OSTS) and Service Desk (SD) operations across the Americas.
• Coordinate with USS EMEIA regional leaders to adapt the global USS strategy to local markets, addressing unique challenges and leveraging regional opportunities.
• Maintain and strengthen the relationship with the ATOS EY Account leadership team in the United Kingdom, acting as the in-person point of contact for strategic partnership matters.
• Organize and participate in regular in-person meetings and workshops with the ATOS team to ensure alignment and address any operational challenges.
• Monitor service delivery performance against established benchmarks, ensuring that all USS functions meet or exceed EY's high-quality service expectations.
• Facilitate regular reviews and updates to the service delivery strategy to reflect changing business needs, technological advancements, and customer feedback.
• Responsible and accountable delivery of high-quality, responsive, and user-centric support services, maintaining and improving upon service level agreements (SLAs)
• Engage with stakeholders to communicate strategic initiatives and gather input to inform ongoing strategy execution.
• Ensure that all aspects of the USS service delivery are compliant with relevant regulations, policies, and ethical standards.
• Foster a culture of accountability and excellence within the USS team, ensuring that all members understand their role in executing the global strategy and delivering high-quality services.
• Act as the primary liaison between the central Functional Excellence team and the EMEIAUSS functions, facilitating business enablement and operational support.
• Act as the primary liaison between the central Functional Excellence team and the EMEIAUSS functions, facilitating business enablement and operational support.
• Strong relationship building skills with executives, leaders and key partner and leaders across global EY

  

Skills and attributes for success

To qualify for the role, you must have

• Customer-obsessed—passionate about customer and support services and the impact technology capabilities can have on our customers satisfaction and productivity
• Demonstrated focus on creating and sustaining exceptional customer service
• Over 15 years of experience in IT support services, with significant leadership experience in managing large-scale operations.
• Strong understanding of ITIL service management frameworks with relevant certifications.
• Demonstrated experience in driving service improvement and innovation in a complex, multinational organization.
• Excellent communication, negotiation, and interpersonal skills, with the ability to engage effectively with all levels of the organization and external partners.
• Strategic and analytical thinker with robust problem-solving skills.
• Demonstrates ability to creatively apply IT to solving business problems, with a focus on service needs and expectations
• Demonstrable experience in leading IT Support organization design management and development, and running continuous improvement programs in complex and very dynamic environment
• Demonstrates an in-depth knowledge of how IT service solutions support customer fulfillment and productivity to achieve short- and long-term business goals
• Relies on extensive experience and judgment to plan, prioritize, and accomplish goals in a high-pressure environment.
• Visible leadership skills and executive presence
• Pushes the organization to continuously improve and challenge the status quo
• Extensive experience developing, managing and adjusting the P&L of the managed group
• Demonstrated ability to develop teams through functional transformations in a fast-paced environment, including improving team skills and efficiency, and applying mentoring for talent development 

 

Ideally, you’ll also have

Education:

• Advanced college degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experience 

 

Certification Requirements (preferred):

• ITIL, PMP