Product Support Service Delivery Lead
Ernst & Young Global Limited
United Kingdom
7d ago

Location : United Kingdom

Rank : Assistant Director / Manager

Job Summary :

HR Services is a new global team established within EY Global Business Enablement that is organized under common leadership and a new operating model.

Responsible for HR processes, transactions and technology across our global organization, the mission of HR Services is to deliver world class globally consistent processes and enabling technology.

EY is embarking on an exciting multiyear HR system transformation journey that will deliver an integrated enterprise-wide cloud based HR platform.

This will enable the organization to meet its strategic talent / business goals and create new significant leadership opportunities within our HR Systems team.

The Product Support Service Delivery Manager role is a key member of the Product Support team responsible for providing high quality, ongoing proactive operational support services for their assigned EY HR systems portfolio and global client base.

This position is accountable for ensuring effective and quality service delivery of team members supporting the technology within their remit.

  • Is responsible for planning and managing all business as usual technology operation activities for their assigned systems portfolio;
  • is involved in product and process quality reviews, identifies continuous improvement opportunities and supports system upgrades and new functionality changes within regions / countries.

    Essential Functions of the Job :

  • Accountable for and manages all aspects of functional operations activities for their assigned global EY HR systems portfolio, in this case Recruitment
  • Works with Product Support Operations Lead, Product Support Continuous Improvement team, relevant Portfolio Owner, Clients and other business partners to develop and plan yearly technology operational and support activities
  • Leads the team of individuals who provide day-to-day system operation support for technology within their remit, ensuring service delivery is timely and of a high quality standard.
  • Has in-depth knowledge of end-to-end Talent processes, in particular Recruitment, and detailed awareness of dependencies and interdependencies of other downstream systems and processes.
  • Has accountability to share and cascade this knowledge to team members and others with HR Systems.

  • Performs monthly product quality reviews to detect product and process trends, issues and potential improvements.
  • Works with Continuous Improvement and Portfolio Owner to define key objectives / priorities to improve product performance and utilization, contributes to prioritizing defects and enhancements based on urgency, importance, business impact, and cost.
  • Partners with Data Manager to ensure data quality within assigned system, implementing strategies and methods to monitor and measure quality in systems.
  • Works with Continuous Improvement team and Design & Deployment team to ensure successful transition of systems into a BAU support environment.
  • Manages Service level Agreements (SLAs) across global virtual support teams to ensure timely issue resolution and service delivery to clients and end users.
  • Monitors and improves product support processes directed toward reducing costs, improving cycle time and enhancing customer satisfaction.
  • Assess and communicates service oriented product updates to internal and external stakeholders
  • Reports team performance metrics regularly to Product Support Leader, Product Support Operations Lead and Clients as required
  • Shares knowledge and best practices with other Product Support Service Delivery Managers in order to achieve alignment, efficiencies and discover opportunities and solutions for continuous improvements of our internal processes and service delivery methods.
  • Builds and manages strong working relationship with country / regional stakeholders, Global and Area Talent Functional and Process Leaders, HR Systems, HR Services, IT Services and other business partners
  • Manage a team of Senior Product Support Analysts and Product Support Analysts who services designated product(s) / system(s)
  • Analytical / Decision Making Responsibilities :

  • Manages / teams with vendors as appropriate to ensure business objectives, cost parameters, schedules, and resource management needs are met
  • Supports innovation and change in HR systems operations across the organization this includes driving innovation in the transition phase and across how we deliver Knowledge Transfer (in partnership with Learning), looking for opportunities to gain efficiencies and economies of scale within our internal operations.
  • Maintains up-to-date knowledge on HR systems issues, trends and long-term implications for EY
  • Manages global communications to system users when system defects are identified; manages resolution of business standard and business critical issues in a timely manner
  • Manages cross functional teams in a virtual environment
  • Knowledge and Skills Requirements :

  • Significant experience in managing the day to day operations, system administration and continuous improvement of enterprise HR systems preferably focused on cloud-
  • based HR technology solutions such as SuccessFactors, supporting a variety of Recruitment processes.

  • Experience in leading, partnering and / or contributing to the delivery and implementation of complex SAAS solutions to a large organization, while supporting the transition to a business as usual operation.
  • In-depth knowledge of Talent end-to end processes and how this relates to HR Technology. Detailed understanding of dependencies and interdependencies to other downstream systems and process.
  • Experience in delivering exceptional client experience in a management / supervisory role, working with multiple enterprise-
  • wide HR technologies across the implementation and support lifecycle

  • Excellent interpersonal, client service, communication, teaming, organizational, and project management skills
  • Strong leadership and consensus-building skills and ability to develop strong relationships with stakeholders
  • Ability to perform and manage multiple tasks simultaneously and work well under pressure
  • Strong project management and organizational skills
  • Coaching, counselling and mentoring skills in a virtual team environment.
  • Supervision Responsibilities : The Product Support Service Delivery Manager role will manage a number of direct and indirect reports and will be responsible for the following :

  • Leading, managing and / or coordinating virtual teams
  • Foster team engagement, virtual and cross boarder teaming, knowledge sharing, continuous learning and improvement
  • Acting as counselor for assigned counselees; carrying out relevant counselor related activities such as career discussions, formal and informal performance reviews etc.
  • identify and managing career progressions and promotion opportunities and provide input into other performance review activities for the wider HR Systems team as appropriate.

  • Work with the Product Support Operations lead on succession planning activities for the team
  • Ensuring quality output and service from the team; working with the Product Support Operations Lead on allocating resources, prioritizing work and monitoring and measuring service delivery
  • Other Requirements :

  • Global travel may be required pending business needs
  • Due to the global nature of the role there will be a need to work outside of normal business hours to accommodate calls and meetings across time zones
  • Job Requirements : Education :

    Education :

  • Bachelor’s Degree (preferred)
  • Experience :

  • 5+ years’ experience in enterprise HR systems support and continuous improvement, or related roles
  • Experience in working with SAAS solutions, preferably SuccessFactors Recruitment technology solutions or equivalent
  • Proven track record of working with a senior stakeholder population
  • Experience working in a matrix organization and influencing multiple senior stakeholders to drive results
  • Experience working with cross boarder teams in a virtual environment
  • Experience in coaching and developing a team to take on new skills and work in new processes or technology environments
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