EY Assistant Director - 

Sri Lanka, Western Province, Colombo 

778685461

Enterprise Technology (ET)

Enterprise Technology provides reliable, secure and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure.

Your key responsibilities

• Leverage multiple resources and co-ordinate team initiatives to meet customer needs consistent with EY Technology support processes and expectations. Facilitate the implementation and support of defined solutions.

• Anticipate technology support issues and act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the implementation of technical and business solutions to technology needs and issues.

• Develop action plans and strategies; oversee team members to ensure that appropriate tools, techniques, and standards are being utilized.

• Analyse the impact of decisions; and mentor others through the solution process in order to satisfy customer needs.

• Build and maintain productive relationships with Senior Management and Stakeholders within the geography supported.

• Act as a liaison between OSTS and customers supported by the local OSTS team to ensure effective communications flow on matters related to customer support.

• Work independently and or lead projects as assigned to successful completion.

• Maintain and manage vendor relationships including oversight of adherence to SLA targets and assist as required to develop, negotiate and maintain local vendor contracts.

• Document and track the status of inquiries, coordinate appropriate responses, and follow up to ensure customer satisfaction. Provide team oversight to ensure support metrics and key performance indicators are achieved.

• Maintain an understanding of the Firm’s business, organization and strategy and business drivers sufficiently to resolve and anticipate end user technology issues that affect productivity of Firm personnel.

• Maintain a thorough understanding of EY Technology organization and service offerings in order to identify how best to address customer technology needs and incidents.

• Have a thorough understanding of technology needs of key engagements, accounts and offices located within the supported geography and have the ability to communicate unique needs and customer feedback to appropriate EY

• Understand and apply Talent policies for the geography supported in a consistent and fair manner.

• Participate with and provide technical consultation to senior EY Technology management as requested.

• Provide out of hours service as needed and have ability to travel within supported geography as required.

• This role is required to physically work in an EY office.

Skills and attributes for success

• Advanced analytical skills are required to address major end-user incidents impacting the geography supported.

• Work independently with limited oversight from a supervisor

• Decision making responsibilities include the prioritization of work for the OSTS team and determining approaches to effectively address service delivery concerns of customers as necessary.

• Advanced technical ability to resolve customer issues

• Co-ordinate the daily activities of a large team across potential different locations including virtual interaction.

• Demonstrated ability to manage all aspects of team management including hiring, development and counselling.

• Demonstrated experience in the project management of IT product support

• A Bachelor's degree or equivalent work experience is desirable.

To qualify for the role you must have

• Exceptional communication, interpersonal, organizational, project and time management skills.

• Exceptional customer service attitude.

• Established vendor relationship management experience

• Demonstrated ability to work on multiple projects simultaneously in a fast-paced environment

• Ability to liaise, establish strong relationships and work effectively with key local office and engagement leadership

• High level proficiency in all aspects of communicating with team members, supervisor and peers.

• At least 6 years of leading large teams in customer software, hardware and technology support

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 significant impact, your way.

•Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.

•You’ll be accepted for who you are and empowered to use your voice to help others find theirs.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Apply now.

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.