Service Delivery Manager

Job Description -

• Partnering with platform infrastructure leadership, all functions within, and I&O leadership on financial analysis and tracking efficiency initiatives across the group. Coordinate with the business office concerning budget and efficiency savings.
• Collaborate with I&O Product leads on executing strategic initiatives aimed at cost reduction and increased efficiencies aligned with strategic business goals.
• Responsible for the transition and transformation of vendor managed services.
• Drive governance across all towers including Hosting, Backup, Storage, Monitoring, Automation, and Batch Services, and support annual regulatory audits across all functions in I&O.
• Act as primary liaison between EY product owners, managed service providers and internal stakeholder groups. Collaborate with cross-functional teams to ensure seamless execution of services and resolve any service issues.
• Monitor service health horizontally across all teams, escalate issues as necessary, and ensure root cause analysis and permanent fixes are implemented across all towers within Platform Infrastructure.
• Manage contract deliverables, including reporting, service reviews, KPI dashboards, compliance checks, and transformation milestones. Manage monthly invoices and escalations.
• Coordinate audits and compliance reporting in partnership with EY Security, Risk, and Infosec teams. Act as a liaison between I&O, Info Sec and Managed service provider to ensure governance is executed efficiently.
• Execute special strategic requests across platform infrastructure in partnership with tower, BAU team, and Kyndryl delivery team.
• Conduct operational governance reviews—weekly, monthly, and quarterly—with vendor and internal EY stakeholders.
• Track and resolve contractual non-compliance, manage disputes, and collaborate with legal or procurement departments when necessary.
• Uses Agile and DevOps approaches to improve flow, increase delivery speed, and strengthen collaboration across teams.
• Manages budgets, costs, and service related risks to support informed decisions and predictable service outcomes.
• Analyse third-party as well as internal processes, and create strategies for service delivery optimization
• Knowledge about AI, automation, Power BI/Power App dashboard development and Copilot Integration