Job Summary

You will be responsible for leading mid-size application managed services engagements, managing stakeholders and contractual obligations as the Service Manager.

You will be responsible to execute sound Service management and transition plans by engaging with multidisciplinary teams, and by identifying, managing and mitigating risk

You will be responsible to develop relationships across the business to understand requirements, applying business and technical acumen to solve business problems, with the vision to Grow, Sustain and Improve the through strong ITSM principles, process, automation, innovation and better ways of working.

You will be responsible for Service onboarding, Service Transition, Service operations using ITSM leading practices for products, applications and services delivered at EY.

Your Key Responsibilities

- Accountable as the point of contact for the service delivery of the Application System
- Enable ITSM processes (Incident, Problem, Change) end-to-end
- Ensure service stability, availability, and reliability
- Drive proactive issue prevention & risk mitigation
- Establish and maintain operational runbooks & SOPs
- Manage and communicate with key stakeholders on a weekly and daily basis on the operational support of the Application System
- Monitor and ensure SLAs are met, issues escalated and prioritized
- Work with client 3rd party vendors to resolve issues related to the Application System
- Manage a team of Application Developers, Functional testers, Business Analyst, Technical Architects and Platform and DevOps Engineers to manage the Application System




- Execute Managed Services and Implement continuous improvements framework including but not limited to Application Management, Automated provisioning, CI/CD pipeline, etc.
- Work with Build teams to integrate new or enhanced product features for the Application System
- Provide relevant reporting and trend analysis statistics to pro-actively support and improve the project and operation metrics
- Ensure there are cost controls enabled to avoid leakage
- Coach the team to drive for results applying problem solving skills, architectural thinking, continuous improvements through technology and process and communication efficiency

Skills and Attributes for Success

As the Service Manager with transition experience

- Strong ITSM process ownership (Incident, Problem, Change)
- Focus on service stability, availability, and SLA adherence
- Drive RCA and proactive issue prevention
- Emphasis on delivery excellence and service reliability
- Lead a motivated and skilled team of Business Analyst, Application Developers and Technical Architects
- Should be conversant with ITSM & Service Management frameworks
- Execute service transition (knowledge transfer, readiness, stabilization) ensuring smooth shift to steady state
- Manage operational readiness, risks, and coordination across build, vendor,



and support teams during transition
- Ability to multitask in fast-paced environment
- Communication skills (written/oral)
- Willingness to travel

Ideally, you ll also

- Certification in ITIL 4 foundation and higher levels, or Lean-Six Sigma certifications, or Prince2, or PMP from PMI
- Knowledgeable on Java, or .Net or SaaS products (Guidewire, Salesforce, SAP etc)
- Knowledgeable in cloud based products SAP, Azure/GCP/AWS cloud
- Perform an appropriate role in business development in terms of delivery management and transition and practice development.
- Supervise financial management of engagements to deliver value to clients and to the firm.
- Adoption recent outsourcing delivery models & trends.
- Deliver outsourcing programmes, demonstrate expert consulting skills and advanced level of industry expertise to support delivery to clients
- Demonstrate people management and an ability to lead outsourcing services assignments.
- People capability development and management for the practice.
- Should be willing to work in shifts and on-call support.

What we look for

- Demonstrated expertise in leading and growing mid-scale Managed Services engagements
- Strong experience in stakeholder management, ability in liaisoning, troubleshooting and problem-solving skills with multiple teams with use of complex technologies.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 TechOps-Service Mgmt-ITSM-Manager (Kochi)
🏢 EY
📍 Kochi