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: Associate Director

Reports to: Functional Excellence Leader of 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 Management & Vendor Relations Lead is a dual-focused role responsible for ensuring that service delivery meets or exceeds established service level agreements (SLAs) and for managing relationships with external vendors. This individual will oversee the monitoring, reporting, and management of service performance while also ensuring that vendor partnerships are effective, cost-efficient, and aligned with business objectives. SLM & Vendor Relations Lead plays a critical role in ensuring that the USS vendor relationships contribute positively to its overall success, through strategic management, effective communication, and continuous improvement efforts.

 

Your key responsibilities

Develop and maintain SLAs for all critical IT and business services, ensuring they are clearly defined, measurable, and agreed upon by stakeholders. Monitor service performance against SLAs, providing regular reports to management and initiating corrective actions when necessary. Lead the negotiation of contracts and SLAs with vendors, ensuring terms are favourable and reflect the organization's needs. Manage vendor relationships, serving as the primary point of contact for escalations and performance reviews. Collaborate with procurement and legal teams to ensure vendor contracts are compliant with organizational policies and regulations. Implement vendor performance management frameworks to assess and improve the quality of services provided. Facilitate communication between service providers, vendors, and internal teams to resolve issues and drive continuous improvement. Conduct regular service and vendor reviews to identify opportunities for cost savings, service enhancements, and process optimizations.

 

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

 

To qualify for the role, you must have

Proven leadership experience in Service level management and Vendor relations role. Strong understanding of SIAM principles and Vendor contract management Excellent communication, collaboration, and project management skills. Ability to lead and inspire a team in a fast-paced and evolving environment. Over 10 years of experience in IT support services, with significant leadership experience in managing large-scale vendor management. Strong understanding of ITIL service management frameworks with relevant certifications. Demonstrated experience in driving service improvement and innovation in a complex, multinational organization. Excellent communication, negotiation, and interpersonal skills, with the ability to engage effectively with all levels of the organization and external partners. Strategic and analytical thinker with robust problem-solving skills. Demonstrates an in-depth knowledge of how IT reporting & analytics solutions support customer fulfillment and productivity to achieve short- and long-term business goals Applies a deep understanding of Service desk and Onsite support services needs to identify critical outcomes, barriers to success, and changes in expectations or scope  Ability to build and maintain relationships with key leadership, building business acumen and linking business needs   Ability to defuse difficult conversations while maintaining confidence, transparency and trust  Uses in-depth knowledge of business/clients/industry, professional organizations, market trends and legislation to  identify key issues and trends and make recommendations  Possess innovative mindset by being open to new ideas and promoting team members to think differently 

 

Ideally, you’ll also have

What we look for

Bachelor's or Master's degree in Data Science, Computer Science, Statistics, or a related field. Data science or any other relevant certification is must

 

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 

 
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.  

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

 
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.