TechOps-DE-CloudOps-ITSM Process Governance

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

Service Delivery Manager to oversee end-to-end operations of the support engagement, ensuring incident resolution, service request management, platform stability, and continuous service improvements. Minimum experience level of 9-14 year.
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Your key responsibilities

• Service Delivery Manager with prior experience in managing support projects, ensuring adherence to SLAs, KPIs, and operational targets.
• Manage resources across different shifts and on-call coverage as per contractual requirements.
• Oversee help desk and Level 3 support teams, ensuring timely incident response, triaging, and escalation to maintain service stability.
• Manage service requests, change management, and compliance with defined operational workflows.
• Drive continuous service improvements through process optimization, automation, and efficiency gains.
• Act as the primary point of contact for stakeholders, ensuring clear communication and issue resolution.
• Collaborate with engineering and product teams to enhance platform reliability and optimize support processes.
• Conduct regular service performance reviews, analyze trends, and provide insights for service enhancement.
• Coordinate with vendors for escalated technology issues and ensure effective resolution.
• Maintain and improve operational documentation, including SOPs, runbooks, and knowledge base updates.
• Provide leadership and mentorship to support teams, fostering a culture of accountability and continuous learning.

Skills and attributes for success

• Experience in managing IT support engagements, including help desk and Level 3 support operations.
• Strong understanding of IT service management (ITSM), incident management, problem management, and change management processes.
• Proven ability to manage SLAs, KPIs, and drive service improvements through automation and process optimization.
• Excellent leadership skills with experience in managing teams across multiple shifts and On-Call coverage.
• Strong communication and stakeholder management skills, ensuring effective collaboration across teams and vendors.
• Hands-on experience with ITSM tools for tracking incidents, requests, and change management.
• Familiarity with DevOps and cloud infrastructure, including monitoring and observability tools.
• Ability to conduct service performance reviews, analyse trends, and provide actionable insights for continuous service improvement.
• Prior experience in vendor coordination and managing escalated technical issues.
• Strong documentation skills for maintaining SOPs, runbooks, and knowledge bases.
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To qualify for the role, you must have

• 9-14 years of experience in IT service delivery, cloud operations, or platform support.
• Strong expertise in incident, problem, and change management frameworks (ITIL/ITSM preferred).
• Hands-on experience with Cloud Infrastructure
• Familiarity with CI/CD pipelines, automation tools, and monitoring platforms.
• Experience in Infrastructure-as-Code (IaC) and DevOps best practices.
• Prior experience in managing technical teams, service escalations, and vendor coordination.
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Preferred Skills

• Certification in ITIL and DevOps Engineering.
• Experience in multi-tenant Kubernetes, automation platforms, and Terraform Enterprise.
• Knowledge of compliance frameworks and cloud security best practices.
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What we offer
_x000D_ EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career. 

• 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.