EY EY - GDS Consulting AI DATA Managed Services Manager 

India, Kerala, Kochi 

522933859

This role requires an individual with strong data and analytics background, third party vendor management skills, expertise in cloud-related technologies, and a results-driven mindset focused on operational excellence, continuous improvement, and commercial accountability.

Your key responsibilities

• Oversee Support Operations: Ensure the efficiency and effectiveness of all support operations within the Account.
• Collaborate with Stakeholders: Engage in regular discussions with clients, internal teams, and external partners to align on support strategies.
• Issue Resolution Management: Proactively identify and escalate application-related issues to vendors and stakeholders to ensure timely resolution.
• Service Level Assurance: Monitor and maintain service continuity to meet agreed-upon service levels.
• Performance Reporting: Generate and present periodic reports on support function performance, including metrics on service delivery and financial health.
• Incident Management: Act as the escalation point for support incidents, ensuring swift resolution and communication.
• Team Leadership: Lead and mentor the support team, fostering a culture of high performance and continuous improvement.
• Offshore Support Coordination: Manage the offshore support process, ensuring seamless delivery of services across locations.
• Escalation Management: Identify, escalate, and resolve issues as they arise, ensuring minimal disruption to service.
• Resource Management: Oversee resource induction, allocation, effort tracking, and staff development to optimize team performance.
• Risk Assessment: Regularly review and manage risks associated with support operations to enable proactive decision-making.
• Leadership Development: Cultivate a high-performance work culture through effective leadership and people management practices.
• Second-Level Support: Serve as the second-level point of contact for offshore support, providing guidance and assistance as needed.
• Proactive Issue Management: Implement strategies for risk and issue management to mitigate potential disruptions in service delivery.
• Customer Satisfaction Oversight: Monitor customer feedback and satisfaction levels to ensure high-quality support services.
• Training and Development: Develop and implement training programs for support staff to enhance their skills and knowledge.
• Process Improvement: Identify areas for process improvement within the support function and implement best practices.
• Budget Management: Manage the budget for the support team, ensuring resources are allocated effectively and efficiently.
• Technology Utilization: Leverage technology and tools to streamline support processes and improve service delivery.
• Support Documentation: Ensure that all support processes and procedures are well-documented and accessible to the team.
• Performance Metrics Analysis: Analyze performance metrics to identify trends and areas for improvement in support operations.
• Crisis Management: Develop and implement crisis management plans to address potential service disruptions.
• Vendor Management: Manage relationships with third-party vendors and service providers to ensure quality support services.
• Compliance and Standards: Ensure that support operations comply with industry standards and regulatory requirements.
• Workforce Planning: Plan and forecast staffing needs based on support demand and service level agreements.
• Conflict Resolution: Address and resolve conflicts within the support team or with customers to maintain a positive work environment.
• Reporting and Analytics: Create detailed reports and analytics on support performance for management review.
• Onboarding New Team Members: Develop and implement a structured onboarding program for new support staff to ensure they are equipped with the necessary knowledge and skills.
• Offboarding Process: Develop and manage a structured offboarding process for departing team members to ensure a smooth transition.
• Transition : Facilitate comprehensive knowledge transfer sessions between the development and support teams to ensure proper handshaking.

Skills and Attributes for Success

• High level of stakeholder management, with the ability to influence without authority.
• Critical thinking and structured problem-solving under pressure.
• Strong contract interpretation and vendor governance capabilities.
• Effective communicator—capable of translating between business, legal, and technical teams.

Skills and Attributes for Success

• High level of stakeholder management, with the ability to influence without authority.
• Critical thinking and structured problem-solving under pressure.
• Strong contract interpretation and vendor governance capabilities.
• Effective communicator—capable of translating between business, legal, and technical teams.

To Qualify for the Role, You Must Have

• 10-15 years of experience in service delivery management or similar roles in data and analytics.
• Demonstrates the ability to work across multiple shifts and during off-office hours, ensuring availability and responsiveness to meet organizational needs and support service delivery requirements.
• Possesses strong expertise and in-depth knowledge of both cloud and traditional technology stacks, including but not limited to Azure, AWS, DBX, MSBI, Tableau, Power BI, and BODS.
• Strong understanding of ITIL/ITSM practices, SLA tracking, and service management frameworks.

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.