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Position:Global Service Delivery Manager, GDS PAS Tax, Mobility Talent Operate

Education:Graduate/post-graduate in Service management/Client Relationship Management/Business process management/Business administration/Communications

Experience:Total 15+ years of experience with 5+years as a Service/Delivery manager serving mid and large client accounts managing multi region, multi service and multi-vendor ecosystems in corporate mobility or mobility vendor organizations

Certification:PMI-PMP/ACP, CPM, GMS

EY is a global leader in Assurance, Tax, Consulting, Strategy and Transaction Services. We develop, implement and integrate our services, solutions, products and people expertise to better serve our clients and build a better working world.

The People Advisory Services (PAS) mobility offering is a sub service line of Tax focused on helping clients manage risks, complex compliance and reporting requirements inherent in deploying a globally mobile workforce.

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network playing a vital role in the delivery of the EY growth strategy. The PAS team at GDS works side-by-side with the firm's partners, clients, various subject matter experts and technology team in developing domain-led, technology enabled services and solutions that enhance value, improve efficiencies and enable our people, business and clients with disruptive and market leading services and products.

EY’s Managed Service offering is a true one-stop-shop for mobility program administration including end-to-end mobility lifecycle management for a client’s mobile workforce on various types of moves: permanent, long-term, short-term, commuter and similar variations.

The opportunity

As a Global Service Delivery Manager within our PAS Tax department, you will be at the forefront of managing and delivering exceptional mobility managed services to our diverse and prestigious client base. This role requires a seasoned professional with a wealth of experience and a deep understanding of the complexities involved in global mobility and the intricacies of tax-related services.

This role will act as the primary contact for Client and EY leadership to oversee and manage multi-region, multi-service, multi-vendor contracts. S/He will work in collaboration with onshore stakeholders, workstream teams, country delivery teams and other leadership teams to ensure these contracts are delivered seamlessly through transitions/onboarding and service delivery stages

Key responsibilities:

• Lead the delivery of mobility managed services across multiple regions, ensuring the highest standards of service quality and client satisfaction. Ensure compliance with all regulatory requirements and internal policies.
• Accountable for day-to-day operations across all workstreams. Coordinate with multiple service teams and vendors to deliver integrated solutions that align with client objectives and timelines.
• Develop and maintain strong relationships with clients, understanding their needs and customizing services to meet their unique business requirements.
• Oversee the implementation of technology solutions to enhance service delivery and client experience.
• Utilize strong analytical acumen to understand or define the relevance of processing metrics such as SLAs, KPIs, and ROI to analyse or guide EY performance discussions.
• Manage service level agreements (SLAs), ensuring all commitments are met and exceeded where possible.
• Anticipate operational, program, and implementation issues and develop preventative measures.
• Employ consultative questioning, influence management, and critical thinking skills to recommend viable solutions and drive continuous improvement initiatives, leveraging best practices and innovative approaches to enhance service delivery and operational efficiency.
• Prepare and present detailed reports on service delivery performance, insights, and strategic recommendations to senior management and clients.
• Mentor and develop team members, fostering a culture of excellence, collaboration, and professional growth.

Skills and attributes for success:

• A collaborative leader who values diversity and inclusion.
• A proactive and adaptable manager who thrives in a dynamic and fast-paced environment.
• A customer-centric professional with a passion for delivering excellence.
• An innovative thinker with a continuous improvement mindset.
• A mentor who is committed to the development and success of their team.

What We Offer:

• A competitive compensation package with comprehensive benefits.
• Opportunities for professional development and career advancement.
• A dynamic and supportive work environment that values work-life balance.
• Access to cutting-edge technology and tools to drive service delivery.
• The chance to work with a global team of experts in a leading professional services organization.

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.