EY USS Global Leader 

India, Karnataka, Bengaluru 

217940514

Unified Support Services Global Leader (U0 USS Global Leader)

This executive must:

• Lead and create a customer-centric culture that focuses on innovative and best-in-class customer service design and execution
• Serve as an innovative inspiring leader to align technology solutions with customer needs to deliver an integrated customer experience
• Is responsible for best-in-class service solutions that exceed organization and customer needs and expectations
• Effectively operate in a complex global organization, collaborating with a global customer and partner groups
• Assemble and lead a high performing team with a laser focus on exceptional customer service and promotes an inclusive and mentoring culture

Your key responsibilities

• Accountable for the creation and execution of an overarching global strategy for Unified Support Services (that integrates OSTS and SD functions) which supports business and customer needs and expectations, and incorporates modern digital technologies
• Owns the creation and sustainment of customer experience journey maps and gathers feedback from user and uses industry trends to refine customer journey roadmaps.
• Provides direction and support to USS Area leaders who oversees the integrated OSTS and SD support across the geographical areas.
• Collaborates with USS Regional leaders and OSTS personnel to ensure consistent and high-quality IT support for all EY personnel and contractors (in office and remote users).
• Provide guidance to the central Functional Excellence team that provides business enablement and operational support to the USS leaders and their teams.
• Responsible and accountable delivery of high-quality, responsive, and user-centric support services, maintaining and improving upon service level agreements (SLAs)
• Drive innovation in support services through the adoption of new technologies and methodologies, such as AI, automation, and self-service tools.
• Manage vendor relationships, including contract negotiations, service level management, and performance reviews to ensure value and quality of service.
• Uphold global IT security standards within the USS domain, ensuring compliance and protection of EY's information assets.
• Lead crisis management efforts for support services, ensuring rapid response and resolution to maintain business operations.
• Represent USS in executive meetings, providing updates and strategic insights to senior EY Technology stakeholders.
• Ensures cost-effective delivery of Unified Support Services to meet business and customer needs and respond with the agility required to address changing customer and business priorities
• Strong relationship building skills with executives, leaders and key partner and leaders across global EY

To qualify for the role, you must have

• Customer-obsessed—passionate about customer and support services and the impact technology capabilities can have on our customers satisfaction and productivity
• Demonstrated focus on creating and sustaining exceptional customer service
• Over 20 years of experience in IT support services, with significant leadership experience in managing global, large-scale operations.
• Experience managing a managed services vendor relationship, preferably in a Service Desk context.
• 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.
• Willingness to travel internationally as needed.
• Prior executive leadership role leading complex organizations in a professional services or consulting industry preferred but not required
• Demonstrates ability to creatively apply IT to solving business problems, with a focus on service needs and expectations
• Demonstrable experience in leading IT Support organization design management and development, and running continuous improvement programs in complex and very dynamic environment
• Demonstrates an in-depth knowledge of how IT service solutions support customer fulfillment and productivity to achieve short- and long-term business goals
• Relies on extensive experience and judgment to plan, prioritize, and accomplish goals in a high-pressure environment.
• Visible leadership skills and executive presence
• Pushes the organization to continuously improve and challenge the status quo
• Extensive experience developing, managing and adjusting the P&L of the managed group
• Demonstrated ability to develop teams through functional transformations in a fast-paced environment, including improving team skills and efficiency, and applying mentoring for talent development

Education:

• Advanced college degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experience

Certification Requirements (preferred):

• ITIL, PMP

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

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.