Job description

Requisition ID:  465161

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

The opportunity

HR Services is a new global team established within EY Global Business Enablement that is organized under common leadership and a new operating model. Responsible for HR processes, transactions and technology across our global organization, the mission of HR Services is to deliver world class globally consistent processes and enabling technology.

As part of the HR Systems Product Support team, we are looking for a self-motivated, results-oriented, experienced individual with a positive outlook focused on exceptional customer service. You will be a Service Delivery Leader for Workforce Planning and Reporting. As part of a global virtual team, you will work with other virtual teams and team members around the globe covering best in class processes.

The Product Support Service Delivery Manager role is a key member of the Product Support team responsible for providing high quality, ongoing proactive operational support services for their assigned EY HR systems portfolio and global client base. This position is accountable for ensuring effective and quality service delivery of team members supporting the technology within their remit. Is responsible for planning and managing all business-as-usual technology operation activities for their assigned systems portfolio; is involved in product and process quality reviews, identifies continuous improvement opportunities and supports system upgrades and new functionality changes within regions/countries.

Your key responsibilities

Your responsibilities will include:

Accountable for and manages all aspects of functional operations activities for their assigned global EY HR systems portfolio.

Works with Product Support Operations Lead, Product Support Service Delivery Leads, relevant Portfolio Owner, Continuous Improvement, Clients and other business partners to develop and plan yearly technology operational and support activities 

Leads the team of individuals who provide day-to-day system operation support for technology within their remit, ensuring service delivery is timely and of a high-quality standard. 

Has in-depth knowledge of end-to-end Talent processes and detailed awareness of dependencies and interdependencies of other downstream systems and processes.  Has accountability to share and cascade this knowledge to team members and others with HR Systems.

Performs monthly product quality reviews to detect product and process trends, issues and potential improvements. 

Works with Continuous Improvement and Portfolio Owner to define key objectives/priorities to improve product performance and utilization, contributes to prioritizing defects and enhancements based on urgency, importance, business impact, and cost.

Partners with Data Manager to ensure data quality within assigned system, implementing strategies and methods to monitor and measure quality in systems.

Works with Continuous Improvement team and Design & Deployment team to ensure successful transition of systems into a BAU support environment. 

Manages Service level Agreements (SLAs) across global virtual support teams to ensure timely issue resolution and service delivery to clients and end users.

Monitors and improves product support processes directed toward reducing costs, improving cycle time and enhancing customer satisfaction.

Assess and communicates service-oriented product updates to internal and external stakeholders 

Reports team performance metrics regularly to Product Support Leader, Product Support Operations Lead and Clients as required

Shares knowledge and best practices with other Product Support Service Delivery Managers in order to achieve alignment, efficiencies and discover opportunities and solutions for continuous improvements of our internal processes and service delivery methods.

Builds and manages strong working relationship with country/regional stakeholders, Global and Area Talent Functional and Process Leaders, HR Systems, HR Services, IT Services and other business partners

Manage a team of Senior Product Support Analysts and Product Support Analysts who services designated product(s) / system(s)

Manage the Managed Service Providers for your designated product(s) / system(s)

Manages/teams with vendors as appropriate to ensure business objectives, cost parameters, schedules, and resource management needs are met 

Supports innovation and change in HR systems operations across the organization – this includes driving innovation in the transition phase and across how we deliver Knowledge Transfer (in partnership with Learning), looking for opportunities to gain efficiencies and economies of scale within our internal operations.

Maintains up-to-date knowledge on HR systems issues, trends and long-term implications for EY

Manages global communications to system users when system defects are identified; manages resolution of business standard and business critical issues in a timely manner

Manages cross functional teams in a virtual environment

Skills and attributes for success

The key to this role is HR process and/or HR systems support experience and exceptional customer service skills. With a minimum of 3 years work experience in a medium to large complex company and a Bachelor’s degree or equivalent work experience.

Significant experience in managing the day to day operations, system administration and  continuous improvement of enterprise HR systems – preferably focused on cloud-based HR technology solutions supporting WFA processes.

In-depth knowledge of Talent end-to end processes and how this relates to HR Technology. Detailed understanding of dependencies and interdependencies to other downstream systems and process.

Experience in delivering exceptional client experience in a management /supervisory role, working with multiple enterprise-wide HR technologies across the implementation and support lifecycle

Excellent interpersonal, client service, communication, teaming, organizational, and project management skills

Strong leadership and consensus-building skills and ability to develop strong relationships with stakeholders 

Ability to perform and manage multiple tasks simultaneously and work well under pressure 

Strong project management and organizational skills 

Coaching, counselling and mentoring skills in a virtual team environment.

The Product Support Service Delivery Manager role will manage a number of direct and indirect reports and will be responsible for the following:

Leading, managing and/or coordinating virtual teams

Foster team engagement, virtual and cross boarder teaming, knowledge sharing, continuous learning and improvement 

Acting as counselor for assigned counselees; carrying out relevant counselor related activities such as career discussions, formal and informal performance reviews; identify and managing career progressions and promotion opportunities and provide input into other performance review activities for the wider HR Systems team as appropriate. 

Work with the Product Support Operations lead on succession planning activities for the team

Ensuring quality output and service from the team; working with the Product Support Operations Lead on allocating resources, prioritizing work and monitoring and measuring service delivery

To qualify for the role you must have 

5+ years’ experience in enterprise HR systems support and continuous improvement, or related roles

Proven track record of working with a senior stakeholder population

Experience working in a matrix organization and influencing multiple senior stakeholders to drive results 

Experience working with cross boarder teams in a virtual environment

Experience in coaching and developing a team to take on new skills and work in new processes or technology environments

Experience in WFA processes and related SAAS technology solutions or equivalent.

Ideally, you’ll also have

Excellent interpersonal, communication, organizational, and client service skills. 

Ability to work virtually, across multiple countries, areas and cultures and team effectively with clients and other team members

Ability to react appropriately during crisis situations

Solid research and analytical skills

Ability to perform the job function with minimal supervision

Prior Talent or related HR operations experience is preferred

SQL read/write experience is an advantage

Demonstrated proficiency in MS Office with intermediate to advanced skills in Excel

Understanding of financial metrics

What we offer

As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer: 

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.

Please apply to this role only through the ‘Apply’ link (not through the local office). Your application will then be routed to the appropriate recruiting team.    

The exceptional EY experience. It’s yours to build. 

EY | Building a better working world 

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