Client Technology
hace 5 días
Client Technology - Head of Innovation & ToolingCompany: EY
Position: Head of Innovation & Tooling (Operations & Support)
Rank: Associate Director
EY is a global leader in assurance, tax, transaction, and advisory services.
Technology is at the heart of what we do and deliver at EY.
Technology solutions are integrated into the client services we deliver and are key to our innovation as an organization.
Fueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and a powerful product engine that are vital to innovation at scale.
As part of Client Technology - Customer Success, you'll work with technologists, business experts, account teams, and clients, blending EY's deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise.
As a catalyst for change and growth, you'll be at the forefront of building Client Technology into a customer-centric organization, driving value for our customers and positioning EY as a top-tier industry technology provider.
The Opportunity: Accountable for Strategy, Innovation, and Tooling in support of Service Management to deliver reliable, best-in-class support services in a manner that meets our contractual obligations and delights our customers and clients.Establish a Service Management continuous improvement Innovation programme proactively consistent with client and customer requirements and industry best insight and best practice.Drive a culture of cohesive change towards the next level of Customer Service Management.Develop and manage long-term and strategic relationships, influencing, persuading, and negotiating with internal and external stakeholder groups to promote and implement the program vision across EY.Maintain a deep understanding of internal and external developments to recognize and address any potential impacts on Service Delivery.Be a significant influence for change and drive continuous improvement efforts for the successful integration of business programs.Develop, deploy, and maintain an innovative but robust standardized toolset.Your Key Responsibilities: Drive a Service Management continuous improvement Innovation programme proactively consistent with client and customer requirements and industry best insight and best practice.Combine innovation, practical experience, and industry best practice to design and deploy innovations that increase effectiveness, efficiency, and enhance the client and customer experience.Establish a systematic program to target, drive, and measure the success of client relationship retention, development, and expansion efforts.Establish a systematic program to target, drive, and measure the success of product adoption activities, within and across service lines, regions, and clients.Review the existing deployed toolset, methods, and organization to standardize and leverage greater value and efficiencies.Develop and effectively lead the Innovation and Tooling Team through clear accountabilities, effective communication, adherence to, and advocacy for quality and compliance.Skills and Attributes for Success: Deep understanding of Service Management within the industry and best practices.Deep understanding of the challenges faced by consumers of enterprise technology and the best practice approaches to address.Proven ability to drive cohesion, innovation, and change.Expert knowledge of Service Management, IT governance, and team management.Strong knowledge of IT risk management, IT standards, and policies formulation.To Qualify for the Role, You Must Have: Extensive prior experience leading Service management and customer-focused activities on behalf of a large organization.Bachelor's degree in Business, Engineering, IT, Science, or other Technical qualification or equivalent relevant experience (e.g., more than 10 years in a corporate IT environment).Certified Associate in Project Management (CAPM) / PMBOK / PRINCE 2 / Project Management Professional (PMP) / Program Management Professional (PgMP) / Certified Scrum Master (CSM) / Certified Scrum Professional (CSP) or equivalent management experience (e.g., more than 5 years in positions of significant management responsibility).Demonstrated understanding of scope, schedule, and planning; understanding of time management, resource management, and cost management.
Possesses good project management skills.Experience of working within complex, matrixed multi-location teams.Experience of working in large programs of work.Demonstrated capability with managing successful change programs for large organizations.Managed the end-to-end lifecycle of multiple infrastructure transformation programs.Experience managing multiple projects as a Project Manager or Program Manager.
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