EY Service Manager - EY GDS Hybrid 

Spain, Andalusia, Málaga 

196434132

As a Service Manager, your responsibilities will include:

• Leading the delivery of Application Management services for AI & Data solutions on modern cloud-based Data Platforms for prestigious companies with operations on a global scale, leveraging an international team of resources/service operators mainly based in India and Italy.
• Planning, implementing, delivering, and managing services and related SLAs.
• Providing periodic useful information to all interested stakeholders about the service status and opportunities for service improvement (e.g., automating recurring tasks, adopting AI, etc.).
• Ensuring effective service delivery that meets the needs of enterprise-class clients, such as:
• Reducing the number of tickets while maintaining the same scope and reducing the backlog of incidents and service requests.
• Improving communication with key stakeholders of the service.
• Enhancing the Knowledge Base to enable users and operational teams to find solutions to common issues independently.
• Maintaining the governance structure and monitoring compliance with SLAs.
• Identifying and implementing continuous improvement actions.
• The main objective will be to ensure that services are provided effectively and meet the needs of enterprise-class clients.
• Managing and optimizing ITSM processes/practices (Incident Management, Problem Management, Service Request Management, Change Management, and Release Management).
• Monitoring the performance of IT services and implementing continuous improvements (CSI) to ensure a high level of user satisfaction.
• Managing any relationships with suppliers (e.g., infrastructure services), ensuring compliance with the services outlined in contracts.
• Developing and maintaining detailed documentation on ITSM processes and standard operating procedures, and introducing continuous innovation within the service.
• Coordinating and conducting root cause analyses for recurring incidents and problems.
• Overseeing the dissemination of necessary knowledge and the delivery of training to service operators.
• Preparing reports and presentations for management regarding service performance, indicating corrective actions and/or areas for improvement.

To thrive in this role, the ideal candidate will demonstrate a balanced combination of technical expertise, service management acumen, and strong interpersonal skills. Key skills and attributes for success include:

• Strong Leadership and Delivery Management: Proven ability to lead international teams across multiple time zones and deliver high-quality Application Management Services for complex AI & Data platforms in enterprise environments.

• Service-Oriented Mindset: A strong focus on service excellence, with the ability to drive improvements in user satisfaction, reduce incident volumes, and maintain compliance with demanding SLAs.

• Process and ITSM Expertise: In-depth understanding of ITIL frameworks and IT service management best practices, with hands-on experience in Incident, Problem, Change, Release, and Service Request Management processes.

• Technical Proficiency in AI & Data Platforms: Solid grasp of modern cloud-based data ecosystems (especially Azure) and familiarity with tools such as Databricks, Power BI, and Informatica IPaaS.

• Data-Driven Decision Making: Ability to use service metrics, KPIs, and reporting tools to identify trends, assess performance, and implement continuous service improvement (CSI) initiatives.

• Communication and Stakeholder Management: Excellent verbal and written communication skills in both Italian and English, with the ability to effectively engage stakeholders at all levels, from technical teams to executive leadership.

• Problem Solving and Root Cause Analysis: Analytical mindset with a proactive approach to identifying and resolving systemic issues, driving root cause analysis, and implementing preventive measures.

• Innovation and Continuous Improvement: Enthusiasm for leveraging emerging technologies—including AI and automation—to modernize operations, enhance efficiency, and deliver higher value to clients.

• Documentation and Knowledge Management: Ability to develop and maintain comprehensive documentation and knowledge bases to support operational consistency and self-service adoption.

• Degree in a STEM field.
• Solid experience in managing and delivering Application Maintenance services in the AI & Data domain within structured client environments with global operations.
• Good knowledge of ITIL practices and IT service management methodologies.
• Proven experience in managing and delivering IT services with SLAs in international contexts, with distributed onshore and offshore teams.
• Proven experience with Azure Cloud technology solutions.
• Good knowledge of reference products in Data Analytics and Business Intelligence (Databricks, MS Power BI, Informatica IPaaS).
• Good knowledge of IT service management tools (e.g., ServiceNow, Jira, Remedy, etc.).
• Proficiency in written and spoken Italian and English (B2, C1, C2).
• Excellent communication and relational skills, necessary for teamwork and interaction with various stakeholders.

• Certifications in ITIL methodologies (V3 or V4) and other frameworks like Six Sigma, DevOps, Cobit.
• Knowledge or experience with innovations in the AMS field (e.g., use of AI).

• 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.