EY - Assistant Director - Service Architect - IT Services

Job Summary:

- The Service Architect takes a lead role in the design of IT services demonstrating a high level of understanding with respect to customer drivers, customer requirements, services costing, contractual agreements, service architecture and service management defining scope of services, delivery model(s), people, processes and Service Level Agreements (SLAs) to provide the basis for transition into Business-As- Usual (BAU).

- Works closely with Project Managers to lead on service elements of delivery to enable the transition the service into live production.

- Works closely with Operations to ensure that implemented or changed services are capable of delivering to target service levels and performance indicators.

- Produce customer specific contractual agreement (Service Level Agreement) and gain sign off from the customer, also produce a Service Model to support Operational teams in the delivery of IT services

Also responsible for:

- The production of technically and business sound service offerings.

- Understand business challenges and service requirements.

- Ensuring that responses achieve maximum level of re-use of standard material and offerings.

- Providing service descriptions and costing models for input to proposals and contracts, utilizing standard cost models and tools.

- Ensuring design and costing is achieved in a timely manner.

- Continued ongoing development of standard cost and risk models.

- Forecast the demand for response resources.

- Remain technology and market aware to ensure the production of relevant proposals.

- Engage with key vendors to understand current offerings, future roadmaps and pricing models.

Analytical/Decision Making Responsibilities:

- Broad range of work, sometimes complex and non-routine, in variety of environments

- Interactions with various levels if IT and client serving teams.

- Define cost models for services to be designed and also realigned to new cost models

- Ability to drive issues to closure and work well within a deadline-driven environment

- A good level of managerial competence

- Excellent English language skills (verbal and written)

- Excellent people skills

- Excellent awareness of different cultures and working practices across the regions

- Good presentation skills with ability to present material clearly and concisely to senior and/or executive management

Knowledge and Skills Requirements:

Technical/Functional skills;

- Solid knowledge and experience on ITSM, from strategy to continual improvement.

- Broad understanding of global environments, including regional issues and differences.

- Knowledge of the standard service life cycle

- Solid and demonstrated experience with service costing, cost models and cost recovery

- Demonstrated experience working with a distributed international team, across cultures and time zones with minimal supervision

- Experience with IT architecture development

- Strong ability to interact with all levels of the organization (from junior staff to senior executives)

- Shapes, interprets and helps define client requirements to ensure they address business goals.

Redefines services, service level agreements and other requirements based on client objectives.

- Create and maintain Reference Architectures and Standards

- Create guidelines, technical recommendations and white papers, consolidating the input from a variety of sources and Subject Matter Experts

- Meet business objectives, solve business problems and further business success by applying industry, applications and technical knowledge through the definition of high level solutions. In addition he/she may work proactively with the business to define new product developments.

Additional skills requirements:

- Must demonstrate leadership in a dynamic, fast paced environment with shifting priorities and tight deadlines.

- Excellent communication skills and negotiation skills.

- Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.

- Ability to work independently in a global organization within the context of a virtual team.

- Extensive experience in E2E service designing, developing and implementing sustainable and scale-able service management processes and procedures from scratch.

- Experience in selecting and applying service management principles, policies and techniques in client operational environments.

- Customer focused with ability to identify and understand customer's needs.

- Able to adapt to change at short notice.

- Creative problem solving and analysis skills with an ability to identify develop and implement solutions to gaps to meet the needs of the business.

- A self-starting individual with a strong work ethic capable of planning and managing own time effectively. Ability to perform under pressure and to work using own initiative as well as part of a team.

- Assertive in potentially difficult situations, engaging diplomacy where necessary.

- Excellent verbal and written (including presentation) communication, influencing and interpersonal skills.

- Able to build relationships and network at all levels.

- Able to demonstrate attention to detail and accuracy.

- Able to think laterally to consider options which will optimize the requirements of the business.

- Takes personal responsibility for making things happen and achieving results. Displays motivation, commitment, perseverance and conscientiousness

- Able to perform peer reviews, audits, standards compliance checks and due diligence as required.

- Demonstrable consultancy skills.

Soft skills:

- Fluent English skills in speech and writing.

- Communicative personality.

- Strong teamwork and collaboration skills.

- Excellent documentation skills.

- Self-supporting and independent attitude.

- Experience in customer facing roles, is desirable.

- Be comfortable with ambiguity and work to reduce this ambiguity wherever possible within all work output

- Experience of working in large green field programs.

- Authority/Decision Making

- Has defined authority and responsibility for a significant area of work, including technical, financial and quality aspects.

- Establishes functional objectives and delegates assignments.

- Accountable for actions and decisions taken by self and members of team.

Supervision Responsibilities:

- Due to our global organization and global operating model there may be cross border reporting lines (no direct team lead within the country).

- This position may have direct reports in different locations.

- Your manager may be based in another country.

Other Requirements:

- As this is a role with global focus and responsibilities, you may be required to work outside of the normal working hours in your time zone in order to partner with other IT Services staff globally. This role may also include travel, both domestic and international.

Job Requirements:

Education:

- Degree in Computer Science or related discipline or equivalent work experience

Experience:

- Understanding of financial principles, particularly within cost modelling activities. Experience of IT service delivery of multi-year managed services

- 10 years plus of demonstrable enterprise level IT delivery experience

- Strong client facing / consultancy skills

- Experienced in product/offerings management

- Have experience in analysing client needs and delivering solutions, technology and architecture design and support to managed services in a sales cycle / Pre-sales.

- Be proficient in assessing options (e.g. risk, performance and cost-benefit) and informing decision-makers with persuasive visualizations based upon assessment outputs.

Certification Requirements:

- ITIL Foundations Certification required