Enterprise Technology (ET)

Enterprise Technology provides reliable, secure and resilient technology services and solutions to support over 400,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure.

Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity:

As part of Unified Support Services (USS) which brings together the Service Desk and On-site Technology Support (OSTS) the Canada Regional Lead delivers an exceptional, data-driven support experience for EY people. The role blends day-to-day service operations with strategy execution, driving AI-enabled support, intelligent automation, and proactive operations (e.g. virtual agent, predictive analytics, automated performance reporting). The Regional Leader partners with ET product teams, BRMs to translate priorities into measurable outcomes for the Region.

The Region Lead provides this support to customers within a region by managing a large team in Canada performing the highest level of multiple technology support activities. The position is also responsible for all aspects of staff management for their team. This professional has accountability for all aspects of end-user support interaction with region leadership, supporting relationship management and ensuring that metrics and performance standards are achieved and maintained. This professional anticipates technology support issues and creates and provides solutions with appropriate consultation. Driving change, consolidation and service improvement is a key aspect of this role whilst keeping their team motivated in a highly changing, dynamic, diverse and cross-cultural environment

Your key responsibilities:

• Lead and champion a functional organization with a single, mature culture. This should provide consistency of operations, responsibilities and reporting.
• Establish a service culture with sufficiently ITIL-educated operations management and staff.
• Strategy & Operating Model
  
  • Execute the USS 3-year roadmap in region, turn enterprise priorities into quarterly plans, budgets across Service Desk and OSTS with clear success metrics and narrative for executive reviews.
• Drive service improvement and standardization, automation and consolidation/centralization in alignment with the ET and I&O/USS strategies.
• AI & Automation Adoption
  
  • Champion the rollout and continuous improvement of GenAI/LLM-powered virtual agent, chat auto-disconnect, start-of-day and weekly/monthly automated reports and ticket quality analytics.
  • Partner with Functional Excellence and the service desk vendor, Atos to drive targets such as “zero avoidable tickets” through automation and knowledge improvements.
• Assist the EY Technology / I&O team with local People and Finance issues within the Canada Region.
• Establish and administer the OSTS annual budgets and manage expenditures in order to operate within the approved budget.
• Develop and maintain a roadmap and direction for OSTS including sourcing and location strategy.
• Service Operation & Performance Management:
  
  • Monitor and own regional KPIs, SLAs, DSATs and CSATs. Lead and review weekly performance metrics using dashboards and other tools. Monitor aging Service Now tickets, misrouted tickets and take corrective actions.
• Interface and consult with other functional leads within EY Technology and I&O to coordinate planning and activities.
• Represent OSTS externally (e.g., with vendors and industry peers).
• Establish and maintain effective relationships with local Talent and understand the local people policies for countries in which staff are located.
• Maintain a high-level understanding of the business objectives, processes and supporting Technology needs of all customers in the Region. Stay sensitive to unique local needs.
• Build and develop relationships with key senior leadership in the Region to help manage Technology needs and issues.
• Collect Region viewpoints on Technology needs and service issues and communicate these to the appropriate Business Relationship Manager or I&O Leader.
• Assist and support the communication of significant EY Technology activities in the Region effectively so that they are understood by customers in that Region

Skills and attributes for success

• Advanced analytical skills are required to identify opportunities for service and process improvement across the geography supported.
• Work independently with limited oversight from a supervisor.
• High-level decision-making responsibilities include prioritization of work for the USS OSTS team and determining approaches to effectively address service delivery concerns of a large number of customers.
• Demonstrated ability to manage effectively with escalations, demanding situations and demanding individuals under pressure.
• Co-ordinate, understand and successfully integrate the activities of a large cross-cultural, cross-border team including virtual interaction and travel within geography on a regular basis.
• Demonstrated ability to manage all aspects of team management including hiring, development, and counselling.
• Ability to successfully develop and implement efficiently, actionable roadmaps.
• Demonstrated experience in fiscal management including budgeting and service costing.
• High level understanding of key performance indicators relevant to the role
• A bachelor’s degree or equivalent work experience is desirable.

To qualify for the role, you must have

• Exceptional communication, interpersonal, organizational, project and time management skills.
• Hands on experience orchestrating service adoption and change across platforms (Outlook/New Outlook, Office Technologies, etc. with OSTS execution.
• Exceptional customer service orientation
• Work schedule flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change.
• Established vendor relationship management experience.
• Demonstrated track record of continuous desktop support service and cost improvement and optimisation.
• Ability to liaise, establish strong relationships and work effectively with key regions and engagement leadership
• High level proficiency in all aspects of communicating with team members, supervisors and peers.
• At least 10 years’ experience in leading large national teams in customer software, hardware and technology support