Hyper Automation & AI Service Delivery Manager - Associate Director



Software Engineering, Data Science
Kochi, Kerala, India · United States
Posted on Thursday, June 27, 2024

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Job Title:Service Delivery Manager
Job Summary:

The Service Delivery Manager (SDM) plays an integral and wide-ranging role in the delivery of the technology projects and programs across the Businss of EY Technolgoy Portfolio. This SDM role will focus on delivering programs and projects in support of (but not always limited to) products utilized by EY Technology to run and deliver our business.

Essential Functions of the Job:

  • Understand the relevant functional area of Intelligent Automation &AI gained through a combination of program delivery / implementation and support.
  • Manage the delivery of Automation and AI projects, budgets, forecast and strategic roadmaps.
  • Manage stakeholders across the IT Services landscape regarding the Intelligent Automation Tech initiatives, with a particular focus on leveraging hyper automation, technical integration, including interfaces between impacted and/or dependent applications
  • Collaborate with leaders across the CBS functions.
  • Ensure ongoing awareness of the impact of future programs across the functional area and provide input to impact assessments as required.
  • Make informed judgments and take appropriate action regarding issues which may potentially impact the quality of services delivered by Intelliegent Automation, across the relevant functional area
  • Analyze requirements from the business and take appropriate steps to define action plans which are detailed, meaningful, and set expectations appropriately with the business
  • Analyze service performance based on data provided, interpret the data to determine the quality of the service, and validate this against the user perception of the service
  • Determine when it is appropriate to escalate, and use judgment and experience to determine the most effective course of action
  • Engage and collaborate with the stakeholders across business and IT, 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
  • Flexibility to work non-standard hours in supporting global production systems.
  • Domestic and international travel may be needed.
  • English is required, additional languages a plus.

Analytical/Decision Making Responsibilities:

  • Monitors and manages program baseline to ensure activities are occurring as planned - scope, budget and schedule – manages variances
  • Proactively identify risks and issues on program - leading team to develop risk management and issues management plans
  • Identifies potential points of contention for missed deliverables; creates and implements strategy to mitigate shortfalls in timeline and budget
  • Anticipates problems before they occur; defines the problem or risk; identifies possible causes; works with team to identify solutions; selects and implements 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, which is learned through experience and skill training/application
  • 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:

  • Hands on technical knowledge with hyper automation suite of technologies including Uipath and Microsoft Power Apps, Automation, Co-Pilot, AI including ChatBots and ConversationalAI.
  • Experience of managing IT projects/programs with personal accountability for delivering to time and cost for large, complex projects typically up to $2m - $15m in value and 12 to 18 months in duration
  • Track record of customer focus, based on openness, trust, and delivering on promises
  • Extensive experience of delivery that includes the use of supplier and off-shore resources
  • Experienced in managing to contract; ensuring clients and suppliers alike perform in accordance with original agreement
  • Experience across packaged and bespoke systems and infrastructure, ideally on an international basis
  • 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
  • Strong team working skills across matrixed client, supplier and geographically dispersed virtual teams
  • Strong communication and interpersonal skills (includes negotiation)
  • Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing
  • Leader in the use of IT methodologies, processes and standards for program and project management

Supervision Responsibilities:

  • Service Delivery manager is expected to act independently to deliver project to schedule, budget and scope; support provided as required and requested, and is self-driven and motivated
  • Service Deliver 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 up to 5 resources while expanding to leading up to tearms of 20 acrross 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:

  • 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 Program Management


  • Minimum of 15 years experience in consulting or IT implementation experience.
  • Direct experience in managing onshore and offshore staff and budgets
  • Direct experience in complex management activities including supplier management and the delivery of complex IT services to customers
  • 7+ years of delivery with AGILE development methodology
  • Work experience in a professional services industry, preferred

Certification Requirements:

  • Project management certification is preferred (PMI/CAPM or PMP, PRINCE2)
  • Familiarity SAFE Agile

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