EY USS SLA Management Service Operation 

India, Kerala, Kochi 

208214735

Rank: Associate Director

: Functional Excellence Leader of Unified Support Services (USS)

Your key responsibilities

• Develop and maintain SLAs for all critical IT and business services, ensuring they are clearly defined, measurable, and agreed upon by stakeholders.
• Monitor service performance against SLAs, providing regular reports to management and initiating corrective actions when necessary.
• Lead the negotiation of contracts and SLAs with vendors, ensuring terms are favourable and reflect the organization's needs.
• Manage vendor relationships, serving as the primary point of contact for escalations and performance reviews.
• Collaborate with procurement and legal teams to ensure vendor contracts are compliant with organizational policies and regulations.
• Implement vendor performance management frameworks to assess and improve the quality of services provided.
• Facilitate communication between service providers, vendors, and internal teams to resolve issues and drive continuous improvement.
• Conduct regular service and vendor reviews to identify opportunities for cost savings, service enhancements, and process optimizations.

This individual should possess a combination of technical skills, analytical abilities, and leadership attributes

To qualify for the role, you must have

• Proven leadership experience in Service level management and Vendor relations role.
• Strong understanding of SIAM principles and Vendor contract management
• Excellent communication, collaboration, and project management skills.
• Ability to lead and inspire a team in a fast-paced and evolving environment.
• Over 10 years of experience in IT support services, with significant leadership experience in managing large-scale vendor management.
• Strong understanding of ITIL service management frameworks with relevant certifications.
• Demonstrated experience in driving service improvement and innovation in a complex, multinational organization.
• Excellent communication, negotiation, and interpersonal skills, with the ability to engage effectively with all levels of the organization and external partners.
• Strategic and analytical thinker with robust problem-solving skills.
• Demonstrates an in-depth knowledge of how IT reporting & analytics solutions support customer fulfillment and productivity to achieve short- and long-term business goals

• Applies a deep understanding of Service desk and Onsite support services needs to identify critical outcomes, barriers to success, and changes in expectations or scope
• Ability to build and maintain relationships with key leadership, building business acumen and linking business needs
• Ability to defuse difficult conversations while maintaining confidence, transparency and trust
• Uses in-depth knowledge of business/clients/industry, professional organizations, market trends and legislation to identify key issues and trends and make recommendations
• Possess innovative mindset by being open to new ideas and promoting team members to think differently

What we look for

• Bachelor's or Master's degree in Data Science, Computer Science, Statistics, or a related field.
• Data science or any other relevant certification is must

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.

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.