Program Manager
- Ernst
- 2 to 5 Yrs
- Bengaluru
- 5 years ago
- Email to a friend
- Report this job
Job Description
The SIP Manager is a senior level position reporting to the Service Improvement Program leader and meeting directly with the leadership teams for each of the service lines. This position requires a highly motivated and dedicated professional who is committed to exemplary customer service. The position will initially be focused on the Assurance applications (Canvas, Atlas, Helix, etc.) but will have opportunity to expand across other service lines.The objectives of the SIP Manager role are:
Drive continuous improvements into operations, achieving enhanced stability and improved production support efficiencies for critical Assurance IT applications.
The SIP Manager will be required to work successfully with global teams across IT domains and functions, as well as other EY functions and internal business partners. The improvements themselves will be performed by various teams requiring the SIP manager to be able to prioritize, collaborate and partner with leaders from the various domains to drive timely and effective improvement implementation.
Drive operational efficiencies within the Assurance Operations & Platform Management function, and influence improvements to operational efficiencies within the Service Management function in Infrastructure & Operations.
The SIP Manager role is accountable for assisting in the following areas:
Governance and Reporting
Service Level Improvements
Service Level Metrics Reporting
Work with/influence internal service providers in support of overall service level support
Process improvement
Quality Management and Reporting
Internal Communications
The role requires a thorough knowledge of the entire operations lifecycle. Success can be measured by tracking metrics before and after implementation of SIP improvements.
Focus of responsibility will be through the operational stability and efficiency for critical Assurance applications such as EY Canvas, EY Atlas and EY Helix.
Essential Functions of the Job:
The SIP Manager is accountable for the governance and execution of the SIP processes and capability. This will encompass:
Enhancing, developing and implementing SIP processes (supplement existing ITIL processes as well)
Promoting, maintaining, enhancing and institutionalizing SIP within EYG
Leading / coordinating the SIP governance group for the identification, prioritization, escalation and decision making of SIP related activities
Coordinating the identification of valid SIP items (when issues or problems are identified) and then to prioritize and identify SIP owners to implement
Overseeing the completion of charters for each SIP that includes the objectives, key activities, timeline and success criteria
Managing and tracking the implementation of the SIP activities
Reporting and escalating SIP implementation issues as needed
Validating successful implementation of improvement items and the approval by identified owners that the improvement was successfully completed
Creating executive dashboard and reporting to communicate the status of SIP activities
Providing metrics on the value SIP activities have achieved before and after remediation
Promoting continuous improvement to the overall SIP management process
Fostering collaborative ways of working with teams across EYG and EY as a whole
Establishing and running the SIP Sustainability process, including periodic reviews of closed SIPs to determine if they achieved their stated goals and if the success has sustained after the closure of the SIP
Assisting in the overall quality and integrity of Service Level KPIs and Reports, including trending against performance and quality statistics
Assisting in the development, distribution, presentation and analysis of a specific set of KPIs & reports within the Assurance portfolio. Defining and analyzing KPI in regards of Service Availability, Delivery, Security and Restoration.
Facilitating internal service reviews
Supporting and driving Assurance IT s commitment to report on the availability of the products and service it supports through the regular publication of reports
Controlling the measurement and communication of service performance against agreed targets to ensure they are met and drive continuous process improvements. Monitors the OLA s to ensure that support teams are meeting targets.
Comprehensive knowledge of EY s IT Methodology, with focus on EAM and TM processes/sub-processes. Provide recommendations for improvement.
Identifying, defining, developing and implementing improvements to team s financial reporting and monitoring processes and procedures
Developing a strong working relationship across the I&O functional teams
Developing a strong working relationship across the Assurance and Audit Transformation Service Delivery teams
Understanding of the business objectives of service lines and Core Business Services departments
Ability to deal efficiently with escalations and difficult situations/people under pressure
Taking ownership and drive the above disciplines with limited direction required
Contributing to the wider goals of IT Services
Analytical/Decision Making Responsibilities:
Must be able to work within a matrix organization balancing the needs of the customer against firm initiatives and goals
Must make decisions, such as prioritizing relationships to develop, negotiating with customers and overcoming obstacles
Identify, manage and resolve complex issues, preventing escalations, where possible
Manage, negotiate and resolve risks effectively
Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
Leader and team player sets example for others to follow
Create an open, honest, accountable and collaborative team environment
Recommend root causes or remediation of problems as either; project, SIPs or actions for an EYG team
Must be able to prioritize and make recommendation to SIP governance team
Provide guidance and direction on root causes
Supervision Responsibilities:
Reports to the Service Improvement Program Leader
Initially supervising one resource with opportunity to grow the team
Capability to work independently and collaborate effectively with peers and leaders
Ability to partner with domain leadership and direct domain leads on SIP activities
Possess strong influencing skills
Ability to work across of global and diverse environment
Possess strong leadership, facilitation, mentoring and performance management skills
Knowledge and Skills Requirements:
Experience and knowledge of Project Management to drive and track status of SIP activities
End to end understanding of IT life cycle (pipeline, resource, demand, project delivery, financial)
Experience delivering in an operational environment and strong knowledge of support models
Knowledge and experience with service delivery
Understanding of service delivery related service level agreements and key performance indicators
Exceptional Communication skills, and experience coordinating across time zones, working with a global team
Experience with Root Cause Analysis
Experience and proven results with continuous process improvement
Ability to deal efficiently with risk planning and escalation
Excellent written and verbal communication
Experience working in a global IT environment
Good business acumen and ability to negotiate with business partners
Strong customer orientation and able to manage customer expectations
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
Ability to deal efficiently with escalations and difficult situations/people under pressure, such as restoration of services
Ability to exercise sound judgment and encouraged to make clear decisions on operation support issues, managing customer relationships, delivering value, providing leadership and guidance to direct reports, and partnering with peer team members
Outstanding management, interpersonal, communication and organizational skills
Other Requirements:
Knowledge of EY IT landscape and processes, preferred
Work experience in a professional services industry, preferred
Other relevant experience in a related technical field (application development, deployment/implementation and infrastructure)
Track record of customer focus, based on openness, trust, and delivering on promises
Must work US or EMEIA time zone hours
Strong Excel and PowerPoint skills
Fluent English speaker
Job Requirements:
Education:
Bachelor s degree in computer science or a related discipline, or equivalent work experience
Experience:
7 to 10 years in a global corporate IT environment.
5 to 10 years experience supporting critical business systems
2 to 5 years project management from inception to successfully delivery and closure. Includes managing scope, schedule and budget. Risk, Issue, Scope management experience required. Concurrently leading and managing multiple projects concurrently, prioritizing and sequencing the execution of projects.
Significant experience in an infrastructure delivery, operations, metrics, process improvements and program delivery roles.
Work experience in a professional services industry, preferred
Certification Requirements:
Familiarity with ITIL v2 or 3 preferred
Lean Six Sigma certification advantageous,
Employement Category:
Employement Type: Full timeIndustry: Banking / Financial Services
Role Category: General / Operations Management
Functional Area: Not Applicable
Role/Responsibilies: Program Manager
Contact Details:
Company Name: Ernst &Location(s): Bengaluru
+ View Contact
Fraud Alert to job seekers!
₹ Not Disclosed
Ernst
At EY, our purpose is Building a better working world. The insights and quality services we provide help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. In so doing, we...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in