EY TechOps-DE-CloudOps-ITSM Process Governance 

India, Maharashtra, Pune 

62865872

Service Delivery Manager to oversee end-to-end operations of the support engagement, ensuring incident resolution, service request management, platform stability, and continuous service improvements. Minimum experience level of 9-14 year.

Your key responsibilities

• Service Delivery Manager with prior experience in managing support projects, ensuring adherence to SLAs, KPIs, and operational targets.
• Manage resources across different shifts and on-call coverage as per contractual requirements.
• Oversee help desk and Level 3 support teams, ensuring timely incident response, triaging, and escalation to maintain service stability.
• Manage service requests, change management, and compliance with defined operational workflows.
• Drive continuous service improvements through process optimization, automation, and efficiency gains.
• Act as the primary point of contact for stakeholders, ensuring clear communication and issue resolution.
• Collaborate with engineering and product teams to enhance platform reliability and optimize support processes.
• Conduct regular service performance reviews, analyze trends, and provide insights for service enhancement.
• Coordinate with vendors for escalated technology issues and ensure effective resolution.
• Maintain and improve operational documentation, including SOPs, runbooks, and knowledge base updates.
• Provide leadership and mentorship to support teams, fostering a culture of accountability and continuous learning.

Skills and attributes for success

• Experience in managing IT support engagements, including help desk and Level 3 support operations.
• Strong understanding of IT service management (ITSM), incident management, problem management, and change management processes.
• Proven ability to manage SLAs, KPIs, and drive service improvements through automation and process optimization.
• Excellent leadership skills with experience in managing teams across multiple shifts and On-Call coverage.
• Strong communication and stakeholder management skills, ensuring effective collaboration across teams and vendors.
• Hands-on experience with ITSM tools for tracking incidents, requests, and change management.
• Familiarity with DevOps and cloud infrastructure, including monitoring and observability tools.
• Ability to conduct service performance reviews, analyse trends, and provide actionable insights for continuous service improvement.
• Prior experience in vendor coordination and managing escalated technical issues.
• Strong documentation skills for maintaining SOPs, runbooks, and knowledge bases.
  

To qualify for the role, you must have

• 9-14 years of experience in IT service delivery, cloud operations, or platform support.
• Strong expertise in incident, problem, and change management frameworks (ITIL/ITSM preferred).
• Hands-on experience with Cloud Infrastructure
• Familiarity with CI/CD pipelines, automation tools, and monitoring platforms.
• Experience in Infrastructure-as-Code (IaC) and DevOps best practices.
• Prior experience in managing technical teams, service escalations, and vendor coordination.
  

Preferred Skills

• Certification in ITIL and DevOps Engineering.
• Experience in multi-tenant Kubernetes, automation platforms, and Terraform Enterprise.
• Knowledge of compliance frameworks and cloud security best practices.
  

What we offer
EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• 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.