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:
Service LevelMetrics Reporting
Workwith/influence internal service providers in support of overall service levelsupport
QualityManagement and Reporting
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
Participating in interesting projects
Work in a professional, dynamic, truly global team
Development opportunities in international multilingual environment
Business trips support
Water, tea, coffee, sugar, milk without limit plus fresh juice twice a week and fruit once a week
Wellness & Spa programme
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.