Service Level Reporting

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. 

Rank: Senior Associate

Reports to: Service Level Reporting Lead -Unified Support Services (USS)

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 in the client services we deliver and are key to our innovation as an organization. Fueled by a US$1.5+B investment in technology and innovation, EY is primed to guide clients in their efforts to drive sustainable growth, create new value, and build new and better ways of working. As part of Enterprise Technology, you’ll be at the forefront of integrating technology into what we do at EY. That means more growth for you, exciting learning opportunities, career choices and the chance to make a real impact.

The opportunity

EY’s global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government-like entities.

The Service Level Reporting Associate is responsible for collecting, analyzing, and reporting on service performance metrics against defined service level agreements (SLAs). This role ensures that all service delivery metrics are accurately captured and reported to stakeholders, and that any deviations from agreed service levels are highlighted and addressed.

Your key responsibilities

• Collect and compile service performance data from various sources.
• Analyze data to assess performance against SLAs and key performance indicators (KPIs).
• Create regular and ad-hoc reports on service level performance.
• Present findings in a clear and concise manner, suitable for various audiences including management and clients.
• Monitor service delivery to ensure compliance with SLAs.
• Identify trends and areas for improvement in service delivery.
• Address any queries or concerns related to service level reporting.
• Assist in the development and review of SLAs.
• Ensure that all SLA documentation is up to date and reflects current service capabilities.
• Highlight any breaches of SLAs and facilitate the problem resolution process.
• Work with relevant teams to develop action plans to address service level failures.
• Utilize service management tools to track and report on service levels.
• Ensure that reporting tools are configured correctly to provide accurate and timely data.

Skills and attributes for success
_x000D_ This individual should possess a combination of technical skills, analytical abilities, and leadership attributes

To qualify for the role, you must have

• 5-6 years or more of practical IT Service and SLA reporting
• Excellent problem-solving, interpersonal, and organizational skills
• Strong analytical skills with the ability to interpret complex data.
• Excellent communication and presentation skills.
• Proficiency in service management software and reporting tools.
• Attention to detail and a commitment to accuracy.
• Ability to work independently and manage multiple priorities.
• Knowledge of ITIL or similar frameworks is preferred.

Ideally, you’ll also have

What we look for

• Bachelor's degree in Statistics or IT  or a related stream
• ITIL  or Data Analytics certification is preferred

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.

EY | Building a better working world 

 
_x000D_ 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.  

 
_x000D_ Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.  

 
_x000D_ Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.