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Job Summary:
The Solution Delivery Manager (SDM) plays an integral and wide-ranging role in the delivery of technology projects and programs across the Risk Management/SQM/GCO portfolio. The SDM focuses on delivering programs and projects in support of (but not always limited to) products used by our CBS teams to run and deliver our business. The SDM is a Product Owner and technical expert in the technologies which support their particular function.
Essential Functions of the Job:
- Understand the relevant functional area of Service Quality Management (SQM), gained through a combination of program delivery/implementation and support.
- Manage the delivery of IT projects, budgets, forecast and strategic roadmaps.
- Manage stakeholders across the CBS and service line landscape regarding SQM initiatives, with a particular focus on development of core software in support of the business, technical integration, and vendor implementations
- Collaborate with leaders across EY Technology and CBS in delivery of the tooling to support the internal SQM processes.
- Ensure ongoing awareness of the impact of future programs across the functional area and provide input to impact assessment as required.
- Participate in product road mapping in support of business changes over a rolling three-to-five-year period in support of annual budgeting and requests for BAU and investment initiatives.
- Make informed judgements and take appropriate action regarding issues which may potentially impact the quality of services delivered by the SQM delivery team, across relevant functional areas.
- Analyze requirements from the business to understand the business processes supported, working closely with the project teams (program/project/product manager, technical lead, business analyst) and ensure on-time, on-budget, delivery to meet the functional requirements set forth by the business product owner.
- Understanding the business processes, partner with the functional product owner to deliver on effective and efficient solutions in support of their processes.
- Analyze service performance in delivery and operational support of the tool, using data provided from development through to incident reporting to determine quality of delivery and validate this against perception of the service.
- Work closely with the operational support manager and team to ensure timely resolution to business critical issues.
- Direct vendor management including enforcing SLA’s and contract negotiation.
- Determine when it is appropriate to escalate and use judgement and experience to determine the most effective course of action.
- Engage and collaborate with all stakeholders across the business and ET teams, using personal experience and judgement to define tailored approaches to dealing with specific stakeholders, setting expectations appropriately and building trust and confidence.
- Ability and flexibility to work in a virtual environment across multiple time zones.
- Domestic and international travel may be needed.
- English is required, additional languages a plus.
Analytic/Decision-Making Responsibilities:
- Monitor and manage program baseline to ensure activities are occurring as planned – scope, budget, and schedule – managing variances.
- Working with the project team, proactively identify risks and issues on program – leading team to develop risk management and issue management plans.
- Identify potential points of contention for missed deliverables, create and implement a strategy to mitigate shortfalls in timelines and budget.
- Anticipate problems before they occur, define the problem or risk; identify possible causes; work with team to identify solutions; select and implement the most appropriate solution.
- Develop and manage plans to address program strengths, weaknesses, opportunities, and threats.
- Ability to balance both the “science” of how to perform project management and the “art” of program management.
- Analytical skills and problem-solving skills needed to manage multiple factors on a program simultaneously.
- Demonstrate business analytics to manage and meet sponsor and customer needs.
Knowledge and Skills Requirements:
- Manage demanding customers and challenging suppliers fairly and effectively.
- Manage service delivery performance and compliance through agreed metrics and service levels.
- Commercially astute with strong negotiation and management skills.
- Strong communication and interpersonal skills with the ability to communicate effectively across a complex and diverse group of stakeholders and a multi-location development team.
- Key understanding of technology and tools utilized for technology delivery.
- Experience across packaged and bespoke systems and infrastructure, ideally on an international basis.
- Track record of customer focus, based on openness, trust, and delivering on promises.
- Extensive delivery experience that includes the use of supplier and off-shore resources.
- Experience in managing contracts, ensuring clients and suppliers alike perform in accordance with original agreement.
- Management skills to manage one or more large, complex projects simultaneously.
- IT background with experience across the systems development life cycle with experience in all project phases – plan, initiate, elaborate, design, build, test, implement.
- Knowledge and use of industry-standard project methods, tools and techniques. E.g. RAIDS, budget, communication, AGILE methodology, Azure Dev-ops.
- Excellent written skills.
Supervision Responsibilities:
- Service Delivery Manager leads project teams consisting of cross functional, global, and virtual groups; directly supervises staff, assigns responsibility to members; monitors progress.
- Directly manage the career development of a team up to 5 while expanding to leading up to teams of 20 across various capabilities depending on the product.
Other Requirements:
- Extended and unsociable hours may be required to meet target schedule dates.
- Due to the nature of the global organization, national and/or international travel may be required.
Job Requirements:
Education
- A degree in Computer Science or in a related discipline; or equivalent work experience.
- One or more professional certificates to supplement formal education/experience in support of Service Delivery Management.
Experience
- Minimum of 12 years of experience in consulting or IT implementation.
- Direct experience in complex management activities including supplier management and the delivery of complex IT services to customers.
- 10+ years delivery with the AGILE development methodology
- Ability to effectively manage priorities and staffing to ensure delivery of highest priority items.
- Significant experience of developing and managing portfolio plans and planning demand in line with business priorities.
- Direct experience in managing onshore and offshore staff and budgets.
Certifications
- Project management certification preferred (PMI/CAPM or PMP, PRINCE2).
- Familiarity with ITIL preferred.
- AGILE certification preferred.
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