Front Office Support Manager leading technical support and service delivery for public transport sector. Overseeing L2/L3 support and maintaining performance across applications in a hybrid role.
About the role
- Quality Support Manager at EY leading quality management in technology consulting. Collaborating with teams to identify risks and ensure high-quality service delivery.
Responsibilities
- Work closely with our Technology Consulting engagement teams, including Engagement Partners, on identifying and resolving quality and risk management concerns
- Be pro-active in identifying and driving forward initiatives which help to streamline processes and mitigate risk for the business
- Develop and deliver training on Quality and Risk Management areas, to include training on how best to manage and mitigate the risks involved in delivering technology related services
- Assist engagement teams when they are setting up new clients and new engagements to include – completion of Client Acceptance and Engagement Acceptance within EY’s Risk Management Tools preparation for oversight committees e.g., IT and Managed Services
- Preparation and issuing of communications and insights to the business and partner group
- Preparation of monthly Quality and Risk Management reports for the business
- Review client contracts / engagement letters to identify commercial areas where such contracts could be strengthened.
- Assist team with performance of in-flight Delivery Excellence engagement reviews. This will involve meeting with engagement teams to understand how the engagement is being managed, and to understand what governance is in place e.g. change management, programme board reports etc. This will also involve sharing examples of leading practice to help teams ensure that they are delivery quality work and limiting the risk of anything going wrong on the engagement
- Liaise with internal Risk Management teams on an ongoing basis to include Independence, Legal, Financial Crime and Risk Management
- Help advise our client engagement teams on how to manage and mitigate the risks which arise when delivering professional consulting services.
- Work in partnership with other internal stakeholders and work collaboratively to help shape how we identify and manage enterprise-wide risks, providing risk and quality solutions to the business.
Requirements
- A degree in a technology related discipline (e.g. software development, digital technologies, computer science etc.) with experience of advising on and delivering a broad range of technology related services, OR Significant experience delivering technology-based services (e.g. systems design and implementation, systems engineering, software development etc.) either in industry or on a consultancy basis
- Proven track record of delivering technology-based consulting services (e.g. design and implementation of software products, business analysis, AI driven software etc.)
- A thorough understanding and appreciation of the risks involved in delivering technology-based consulting services
- Be comfortable acting on your own autonomy and enjoy the responsibility of leading meetings and proposing solutions and new ways of doing things.
- Excellent leadership and team management skills, with the ability to motivate and develop talent.
- Exceptional communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
- Excellent time and project management skills and the ability to effectively prioritise competing commitments.
- Analytical and problem-solving abilities, with a keen attention to detail.
- Knowledge of GDPR or other data protection considerations would be helpful but not essential
- Experience in reviewing commercial contracts (with an appreciation of general legal, data privacy and risk management issues) would be helpful but not essential
Benefits
- Hybrid Working
- Pension/Discounted Health Insurance
- Web Doctor
- Purchase of Additional Annual Leave
- Free Gym Membership
- Travel Pass
- Maternity & Paternity Leave
- Bike to Work Scheme
- Referral Bonuses & Recognition Awards
- Tech MBA paid by EY
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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