Managed Services TechOps Lead

Job Title

Managed Services Technology Operations Leader

Rank

Associate Director / Senior Manager

Job Summary

EY Client Technology is looking for an experienced Technology Operations Leader to join our expanding managed services team. The role involves supporting major managed services programs in key areas including finance, cybersecurity, risk management, and application management services, with a strong focus on leveraging AI technologies to enhance service delivery and operational efficiency.

Your Key Responsibilities

• Oversee ongoing operation and support for 300+ global managed services clients, utilizing AI-driven analytics to optimize performance and client satisfaction.
• Manage, maintain, and support post-transition technology projects, ensuring support quality through AI-enhanced monitoring and predictive maintenance.
• Lead process development and continuous improvement to uphold engineering support standards, incorporating AI solutions for automation and efficiency.
• Build strong relationships with senior stakeholders to understand key business needs and drive satisfaction and improve engagement strategies.
• Direct and manage the assessment, analysis, planning, and design of release packages, including comprehensive risk assessments and the facilitation of post-release reviews
• Evaluate infrastructure integrity risks associated with proposed implementations, review the efficacy of change initiatives, and implement enhancements to organizational procedures governing change management, supported by AI insights.
• Contribute to cost estimates in support of pre-sales activities; execute financial management duties such as monthly forecasting, annual budgeting, invoice review, and approval
• Find ways to reduce costs and adopt technology solutions, including AI, to enable automation of operational processes.

Skills and Attributes for Success

• Advanced knowledge of technology, including networks, storage, servers, operating systems, applications, databases, and cloud platforms, with a focus on AI integration.
• Strong programming skills and experience, particularly in AI and machine learning frameworks.
• Deep understanding of business processes, products, and services in relevant areas, with the ability to advise stakeholders on complex issues using AI insights.

To be eligible for this position, you should have

• A bachelors degree in engineering, computer science, IT, or a related discipline, with coursework or experience in AI technologies.
• Practical experience in technology operations, with a focus on AIOps
• Significant expertise in support engineering
• Outstanding background in roles that involve direct customer interaction
• Broad experience managing services with up-to-date knowledge of technologies such as cloud services and virtual networks/systems, including AI platforms.
• Demonstrated ability to work remotely within globally distributed teams

Ideally, you'll also have

• ServiceNow or similar tool experience.
• Agile/Scrum environment experience.
• DevOps/Application Managed Services experience.
• Professional services industry experience.
• Knowledge of ITIL v3 or later.

What we look for

• A self-starter, independent-thinker, curious and creative person with ambition and passion