L4 Support Capability Lead

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 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

The selected candidate will:

• Lead the overall Level 4 Service Desk Support Function for all EY applications and services.
• Develop and deploy an effective and efficient "best practice" Level 4 Support Desk capability for all EY applications & Services.
• Support and enable an end-to-end Service Delivery Management capability for all Systems & Services that ensures an effective and efficient service for each application or service.
• Act as the overall accountable point contact and escalation for Level 4 Support Function for all EY applications and services.
• Be accountable for delivering to the SLA's, OLA's, and contractual commitments for Level 4, and act as a key enabler for the success of other complementary support functions.
• Responsible for the smooth, on-going operation and support for a portfolio of complex solutions and is responsible for their successful deployment to the user communities
• Responsible for the running, maintenance and support of technology projects post-transition, being accountable for the quality of support
• Drives the development and implementation of processes and approaches to ensure quality standards of support engineering activities
• Develops trusted relationships with senior business stakeholders 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

Your key responsibilities

• Build & Effectively lead the Level 4 Support Function to deliver standardised, reliable, best in class support services in a manner that meets our contractual obligations and delights our customers and clients.
• Support for the development and deployment of a cohesive "best practice" end to end Service Delivery capability for all Systems & Services.
• Develop and effectively lead the Level 4 Helpdesk Support Function through clear Accountabilities, effective Communication, adherence to and advocacy for Quality & Compliance.
• Responsible for the on-going management of existing development and related pre-production environments for multiple, complex solutions, setting priorities and expectations with regards to delivery timing, resource requirements and monitoring outcomes
• Manages and oversees the assessment, analysis, planning and design of release packages, including assessment of risk and delivery of post release reviews
• Evaluates risks to integrity of infrastructure inherent in proposed implementations, reviews effectiveness of change implementations and incorporates improvements to organizational procedures governing change management
• Contributes to business cases and ROM estimates for multiple, complex projects and performs financial management functions including monthly forecasting, annual budgeting, reviewing and approving invoices and identifying cost savings
• Manages operational support service providers to assure internal and external providers are meeting service level agreements and performance metrics
• Develops long-term, trusted relationships with senior stakeholders 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 deliverables 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
• Highly advanced programming knowledge and experience
• Demonstrates in-depth knowledge of key business processes, products and services, within agreed areas of expertise and is able to provide input and advice to key stakeholders, such as Product Owners, business sponsors and Service Delivery Managers on complex queries

To qualify for the role, you must have

• Bachelor's degree in Computer Science, IT, Mathematics, or related field preferred
• More than 10 years of relevant work experience
• Extensive relevant experience in either an internal or external support engineering role, or similar, with highly advanced technical knowledge in assigned specialism
• Exceptional experience in customer facing roles
• Extensive managed service experience with modern technology understanding including cloud service, virtual networks/systems
• Considerable experience working virtually in a globally-dispersed team
• Considerable project management, financial management, supplier management, and stakeholder management experience in an engineering / support environment
• Proven experience adhering to strategic operational plans and translating them into actionable roadmaps

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 preferred (PMI/CAPM or PMP, PRINCE2).
• Familiarity with ITIL v2 or 3 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'll work in a highly integrated, global 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 goes above and beyond too, focusing 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 mindset and skills to navigate whatever comes next.
• Success as defined by you: We'll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We'll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You'll be embraced for who you are and empowered to use your voice to help others find theirs.

Please apply to this role only through the 'Apply' link (not through the local office). Your application will then be routed to the appropriate recruiting team.

The exceptional EY experience. It's yours to build.

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