Unified Support Services - USS - EMEIA Service Delivery Leader Associate Director
Not disclosed
Salary
Not disclosed by employer
£55,000
Going rate
Skilled Worker going rate
This role likely qualifies for a Skilled Worker visa
SOC 2132 (92% match) is an eligible occupation, with a going rate of £55,000, and EY Private Client Services Limited is a licensed sponsor. That is our reading of the rules. Whether they issue a Certificate of Sponsorship is still their call.
About the role
At EY, we’re all in to shape your future with confidence.
We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization. Fueled by a US$1.5+B investment in technology and innovation, EY is primed to guide clients in their efforts to drive sustainable growth, create new value, and build new and better ways of working. As part of Enterprise Technology, you’ll be at the forefront of integrating technology into what we do at EY. That means more growth for you, exciting learning opportunities, career choices and the chance to make a real impact.
The Opportunity
EY’s global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government like entities.
The EMEIA Service Delivery Leader (EMEIASDL) for EY's Unified Support Services (USS) plays a crucial role in managing and guiding the integrated Onsite Support Services (OSTS) and Service Desk (SD) across the EMEIA area. Under the direction of the USS Global Leader, the EMEIASDL is tasked with executing the global USS strategy at the area level, ensuring that services meet EY's high standards and operational goals. Leading a team of around 550 EY staff and contractors, the EMEIASDL will coordinate with the USS EMEIA regional leaders to manage the delivery of OSTS and oversee the Service Desk operations provided by ATOS for EMEIA. The EMEIASDL will be responsible for securing comprehensive business enablement and operational support from the central Functional Excellence team for the USS functions within EMEIA. Additionally, the EMEIA SDL will also be responsible for maintaining the connect and relationship with the ATOS EY Account leadership team based out of United Kingdom. This will include regular in-person meetings and workshops with the ATOS team as required.
EY is seeking a forward-thinking IT executive to conceptualize, establish, and evolve this newly conceived team in accordance with the global Unified Support Services strategy.
This executive must:
- Lead and create a customer-centric culture that focuses on innovative and best-in-class customer service design and execution
- Serve as an innovative inspiring leader to align technology solutions with customer needs to deliver an integrated customer experience
- Effectively operate in a complex global organization
- Assemble and lead a high performing team with a laser focus on exceptional customer service and promotes an inclusive and mentoring culture
Your key responsibilities
- Develop a comprehensive plan to implement the global Unified Support Services (USS) strategy within the EMEIA area, tailoring it to regional needs while maintaining alignment with global objectives.
- Establish clear service delivery standards and protocols to ensure consistency and excellence in integrated Onsite Support Services (OSTS) and Service Desk (SD) operations across the Americas.
- Coordinate with USS EMEIA regional leaders to adapt the global USS strategy to local markets, addressing unique challenges and leveraging regional opportunities.
- Maintain and strengthen the relationship with the ATOS EY Account leadership team in the United Kingdom, acting as the in-person point of contact for strategic partnership matters.
- Organize and participate in regular in-person meetings and workshops with the ATOS team to ensure alignment and address any operational challenges.
- Monitor service delivery performance against established benchmarks, ensuring that all USS functions meet or exceed EY's high-quality service expectations.
- Facilitate regular reviews and updates to the service delivery strategy to reflect changing business needs, technological advancements, and customer feedback.
Skills and attributes for success
To qualify for the role, you must have
- Customer-obsessed—passionate about customer and support services and the impact technology capabilities can have on our customers satisfaction and productivity
- Demonstrated focus on creating and sustaining exceptional customer service
- Over 15 years of experience in IT support services, with significant leadership experience in managing large-scale operations.
- Strong understanding of ITIL service management frameworks with relevant certifications.
- Demonstrated experience in driving service improvement and innovation in a complex, multinational organization.
- Excellent communication, negotiation, and interpersonal skills, with the ability to engage effectively with all levels of the organization and external partners.
- Strategic and analytical thinker with robust problem-solving skills.
Ideally, you’ll also have
Education:
- Advanced college degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experience
Certification Requirements (preferred):
- ITIL, PMP
What we offer you
At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more
Are you ready to shape your future with confidence? Apply today.
To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.
EY | Building a better working world
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
This description is the source posting as it read when we added it. We are not affiliated with EY Private Client Services Limited, so check their own site for the current details.
Where this offer sits in the market
SOC 2132 · UK · ONS ASHE 2025 · ~204k in sampleSimilar sponsored roles
See all UK visa jobsAbout sponsorship for this role
Does this job guarantee visa sponsorship?
Not necessarily. EY Private Client Services Limited holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
The offer must clear both the general threshold and the SOC 2132 going rate of £55,000. New-entrant and shortage discounts can lower it.