EY Service Improvement Program Manager in Wrocław, Poland

Service Improvement Program Manager

Core Business Services

Requisition # WRO001HU

Post Date Feb 06, 2018

About EY GDS

EY Technology is a global organization that works with our internal clients, to provide IT support and solution to client teams, internal support functions and global projects and programs. Over the next few years, GDS Poland will increase the number of IT professionals in its center to develop and support EY’s business and internal applications. These professionals include IT project managers, business analysts, software architects, infrastructure engineers.

EY Technology team maintains and enhances EY’s IT infrastructure and works for our internal clients across the globe. You will work with EY locations, supporting our service lines and key business processes or be part a dedicated IT team handling cross-organizational initiatives and transformational projects.


As part of Client Technology\Global Assurance, the Assurance Production Support & Service Management team provides production L3 & L4 support for the Assurance service line application suite and infrastructure as well as Transition Management services and project delivery support. A key part of this responsibility is to ensure that continuous service improvement is implemented into the team processes.

The Service Improvement Program (SIP) Manager will work with global teams across IT domains and functions to drive continuous improvement into operations, achieving enhanced stability and improved production support efficiencies. The role is accountable for assisting in the following areas:

  • Governance andReporting

  • Service LevelImprovements

  • Service LevelMetrics Reporting

  • Workwith/influence internal service providers in support of overall service levelsupport

  • Processimprovement

  • QualityManagement and Reporting

  • InternalCommunications

To qualify for the role you must have

  • Degree at university level

  • English language skills - excellent written and verbal communication

  • 5+ years of experience andknowledge of Project Management to drive and track status of SIP activities

  • End to endunderstanding of IT life cycle (pipeline, resource, demand, project delivery,financial)

  • Experiencedelivering in an operational environment and strong knowledge of support models

  • Knowledge andexperience with service delivery

  • Understandingof service delivery related service level agreements and key performanceindicators

  • ExceptionalCommunication skills, and experience coordinating across time zones, workingwith a global team

  • Experiencewith Root Cause Analysis

  • Experience andproven results with continuous process improvement

  • Experienceworking in a global IT environment

  • Experience workingwith ServiceNow required

  • Experienceworking Agile/Scrum environment preferred

  • Experienceworking in Dev Ops organizations preferred

  • Experienceworking on Enterprise Service Improvement Plans (SIP) and/or large programGet-to-Green plans

  • Strongunderstanding of ITIL landscape (preferably V3) is required

Who we look for?

We love working with people who are passionate about their job and have amazing skills in their area a think that: you’re an expert in the field with highly developed business and interpersonal skills, you’re always ready to face new professional challenges, you’re a person with a great sense of humor and you’re open to cross-border experiences; it’s a role for you.

What EY GDS offers?

  • Work in prestigious, stable company

  • Contract of employment

  • Fair salary

  • Relocation package

  • Participating in interesting projects

  • Work in a professional, dynamic, truly global team

  • Development opportunities in international multilingual environment

  • Medical cover

  • Life insurance

  • Sports card

  • Laptop

  • Business trips support

  • Language classes

  • Referral programme

  • Charity initiatives

  • Water, tea, coffee, sugar, milk without limit plus fresh juice twice a week and fruit once a week

  • Trainings

  • Wellness & Spa programme

  • Sport Groups

  • Additional bonuses

  • Modern office space near market square

  • Home office up to 3 days

If you feel that the role suits your personal goals and career path, please send us your current resume.

Join us in building a better working world. Apply now.