ITSM Senior Manager at Ernst & Young Global Limited (EY)

The opportunity

EY Consulting is a fast-moving, high-growth area with huge potential. We are currently looking for a Senior Manager to join our team. This team offers variety, challenge, responsibility, and the opportunity to realize your leadership potential. This position falls within our Technology Consulting team, which helps our clients enhance the operating effectiveness of their core systems as they adopt ITSM technologies and solutions on their path of Digital transformations and undertake technology refresh initiatives.

We help clients by delivering assessment, transformation, and process efficiency solutions in specialty areas like finance, supply chain, IT consulting, customer, people and organization change, strategic direction, and program management.

Your key responsibilities

As a Senior Manager, you work with client teams and EY teams to arrive at an enterprise solution that is scalable, adaptable and in synchronization with ever changing business needs. The role will also be required to participate in client and EY internal engagements, provide leadership, oversight and mentorship for junior team members, and support building out the ITSM practice. You will also influence projects, vendors and/or SIs to ensure they are aligned with our approved methods and delivery standards. As a Senior Manager, you'll assist in developing applicable methodologies, tools, approaches, points of view, thought leadership and accelerators to differentiate EY in the ITSM consulting market. Our seniors managers are thought leaders with demonstrated experience within their chosen domain.

Project Management: Participate in large scale client engagements. Consistently deliver quality client services, driving high-quality work products within the expected timeframes and on budget. Monitor progress, manage risk and ensure key stakeholders are kept informed about progress and expected outcomes. Manage expectations of client service delivery. Stay abreast of current business and industry trends relevant to the client's business. Should be a self-starter with excellent verbal and written communication skills. Should be comfortable interfacing with a client on a daily basis. This role requires daily interaction with the client at many levels.

Practice Management: Demonstrate deep technical capabilities and professional knowledge. Demonstrate ability to quickly assimilate to new knowledge. Possess in-depth business acumen. Remain current on new developments in Consulting capabilities and industry knowledge. Assist in developing applicable methodologies, tools, approaches, points of view, thought leadership and accelerators to differentiate EY in the consulting market. These are shared with all EY market facing organizations to provide consistency and common platforms with which to go to market.

• Provide subject matter expertise, design expertise and engagement management for the ITSM solution set.
• Deep knowledge of the overall ITSM roadmap and experience with assisting clients to understand the myriad of options available to them. This should include preparing the business case to define an appropriate roadmap for their business and ultimately helping them in executing that roadmap.
• Work effectively as a team member, sharing responsibility, providing support, maintaining communication, and updating senior team members on progress.
• Help prepare reports and schedules that will be delivered to clients and other parties.
• Develop and maintain productive working relationships with client personnel.
• Build strong internal relationships within EY Consulting and with other service lines across the organization.

Skills and attributes for success

• Effectively team with diverse skills and backgrounds and foster an innovative and inclusive team-oriented work environment.
• Strong written and verbal communication, presentation, client service and technical writing skills, coupled with a strong interest in further developing and integrating enterprise domain knowledge with technology skills.
• Demonstrate characteristics of a forward thinker and self-starter that thrives on new challenges and adapts quickly to learning new knowledge.
• Ability to lead a team of consulting professionals on multiple projects.
• A strong work ethic.

To qualify for the role you must have
A degree in computer science, accounting, finance, or a related field (MBA or Business Undergraduate degree preferred).

• ITSM certification/s and relevant project experience at minimum
• Approximately 8+ years of total experience and ITSM Implementation experience
• Prior Experience of bid and delivery solutioning as well as core delivery
• Strong verbal and written communication with out of box thinking abilities.
• Ability to understand Methodologies (Activate, Agile, SDLC, SCRUM) and other industry business fundamentals and ability to showcase a quick learning curve.
• Proficient in MS Office products (Project, Word, Excel, PowerPoint)
• Strong knowledge in business processes and best practices
• Excellent business communication skills
• Strong knowledge in ASAP /Activate / EY Hybrid implementation methodologies
• Capability of presenting the value proposition for ITSM,
• Very good problem-solving abilities
• Excellent interpersonal skills, strong communication and presentation skills
• Experience executing a business blueprint and documenting business requirements that can be understood by a technical process team.
• Development of project documentation, training materials, requirements gathering, and project management methodology experience required.
• Demonstrated track record managing teams and complex engagements in the consulting arena
• Show initiative and creativity in developing innovative work-around solutions or new processes.
• Demonstrate deep knowledge of ITSM solutions and appropriate industries to maintain credibility with prospective customers. Provide proof points with relevant customer stories.
• Support RFx completion in support of customer proposals.
• Engaging with Clients in understanding their requirements, scoping, discovering and defining solutions, explaining business benefits and use cases and a roadmap to meet their goals.
• Creating innovative solution designs that utilize our extensive service offerings.
• Understand client requirements (RFP/ RFI), build synopsis and have an ability to articulate the customer ask.
• Support the ITSM implementation project and play solution architect role binding the entire solution to meet client requirements

Ideally, you’ll also have

• Prior consulting experience and a demonstrated history of driving revenue within existing clients and in developing new prospects at the "C" level of Fortune 500 companies.
• Comfortable working in a matrix environment due to previous experience
• Worked on significant large-scale projects
• Technically proficient with globally recognised current and relevant certifications to prove it
• Strong industry experience / exposure
• Comfortable communicating with senior client and EY stakeholders (globally) in verbal and written form
• Consistently deliver quality client services, driving high-quality work products within the expected timeframes and on budget.
• Monitor progress, manage risk, and ensure key stakeholders are kept informed about progress and expected outcomes.
• Manage expectations of client service delivery.
• Stay abreast of current business and industry trends relevant to the client's business.
• Should be a self-starter with excellent verbal and written communication skills.
• Systems thinking - the ability to see how parts interact with the whole (big picture thinking)
• Ability to explain complex technical issues in a way that non-technical people may understand
• Project and program management planning and organizational skills
• Ability to deal with abstract concepts and communicate these effectively through compelling written and graphical materials
• Demonstrated ability to manage and supervise a team of technology advisors through all phases of the technology life cycle, including requirements definition, architecture, design, development, implementation, conversion, and testing