EY AV & Interactive Technologies Operations Lead - EY Global Delivery Service 

Argentina, Autonomous City of Buenos Aires, Buenos Aires 

834833652

Your key responsibilities

• :

• Lead and coordinate daily operations globally to ensure service delivery and operational excellence.
• Support the transition of team members into the new organisation and ensure cross skilling and training are delivered to meet operational needs
• Ensure compliance with KPIs and SLAs
• Develop, implement, and monitor standard operating procedures (SOPs) to improve efficiency and consistency.
• Drive continuous improvement initiatives and change management projects.
• Analyse operational data to identify trends, risks, and opportunities for improvement.
• Manage operational budgets, resource allocation, and performance metrics.
• Collaborate with senior leadership to align operations with strategic objectives.
• Ensure compliance with legal, regulatory, and internal policy requirements.
• Support talent development through coaching, training, and performance management.
• Ensure ITIL defined processes such as incident, problem and change management that are established within the organization are adhered to by the team.
• Participate in project activities as requested - relating to migrations, build outs and other infra related areas.
• Complete year end reviews and timely Feedback throughout the year.

• : Work hand-in-hand with Engineering and Product teams to ensure a common understanding of objectives, roles and responsibilities. Maintain connections with peer operational leads across I&O.

• Vendor Management: Manage relationships with technology vendors, ensuring successful escalations and timely alignment with project objectives and testing.
• Demand vs Capacity Management: Analyse operational and project demands, and team capacity to ensure mapping and optimal resource allocation and timely delivery of tasks/solutions.
• Efficiency and Automation: Identify opportunities for process improvements and automation enhance productivity and reduce manual effort.
• Innovation: Foster a culture of innovation within the team, focussed on the exploration of new technologies and methodologies which improve practices.
• Upskilling and Cross-Skilling: Develop and implement a training program to upskill team members and promote cross-skilling, ensuring the team remains adaptable to changing technology landscapes.
• Escalation Support:

Skills and attributes for success

• Ability to lead a team of L3 operations and technical staff.
• Curiosity and a desire to make things better.
• Excellent technical understanding and experience
• Excellent stakeholder management.
• A sense of what is important and the ability to prioritize.
• Analytical ability in supported core technologies for large user bases.
• Sound judgment and tact.
• Strong communication (oral, listening and writing), interpersonal, organizational, and project management skills.
• Strong teaming, organization, and time management skills.
• Cross cultural awareness.
• Ability to manage strategic vendors like Microsoft, Polycom, Utelogy, HP etc.

To qualify for the role, you must have

• Prior experience of running IT operations in a Microsoft environment
• A deep knowledge of the ITIL methodology and the ITSM paradigm.
• Prior experience of Service Now and it’s tools and processes
• Demonstrable knowledge of key meeting room products such as MTR’s, Surface Hub’s VC, and their monitoring and management platforms.
• Demonstrable platform support experience on Windows platforms and Azure cloud is an added advantage.
• Demonstrable intermediate to advanced knowledge of operating systems and dependent platforms such as Microsoft Windows.
• Basic understanding of networking/LAN/WAN/DMZ & VPN concepts including but not limited to Quality of Service, Call Admission Control and routing.
• General understanding of various IT security concepts as they relate to production environments.

Ideally, you’ll also have

• Experience in managing and supporting large meeting room environments.
• Implementation of new products and/or service offerings – especially MTR’s, Surface Hub etc.
• A working knowledge of any of the following: Power BI, Utelogy, PMP or vendor monitoring tools such as XIO.
• A working knowledge of Audio-Visual technology and the AV industry.
• An understanding of the use and applications of sensors in the office environment (Internet of things).

What we look for

• 10-15 years of experience in the relevant sector.
• A high degree of dynamism and proactivity.
• Flexibility in availability to align to meet business demands.
• Experience with working in a large global implementation and/or Migration project for AV technologies.
• Excellent communication skills, both oral and written
• Ability to work with all levels in the organization
• Ability to communicate effectively with team and end users
• Ability to work well within a multi-disciplinary, multi-cultural team structure, but also independently.
• Strong interpersonal and verbal and written communication skills.
• Ability to meet agreed deadlines, with demonstrable productivity.