The Client Technology Tax Service Account Manager is a senior level position requiring a highly motivated dedicated professional who is committed to exemplary customer service.
This role has operational management responsibilities for the Tax Client Products. Responsibilities include management of ITIL capabilities (incident, problem, service request and change management), driving stable operations for ServiceNow and Managed Services offering components, escalation management, reporting and delivery of overall service landscape to Tax Client Product Support .
The Service Account Manager will work closely with the Tax support and engagement teams to ensure incidents are resolved in a timely manner and updates are communicated to key stakeholders Day to day work will include troubleshooting escalated issues, maintaining support documentation, consultation to other teams.
Additionally, they assist in the planning of changes / releases / upgrades to the Tax Client Products. He / she demonstrates in-
depth knowledge of key business processes, products and services, within agreed areas of expertise. The Client Technology Tax Service Account Manager is accountable for the end-
to-end service management of Client Tax Products , and responsible for customer relationships across their span of control. Key Responsibilities :
Must be able to work within a matrix organization balancing the needs of the client against firm initiatives and goals
Manage / navigate multiple teams to deliver operational support in alignment with client needs with transparency to Managed Services and engagement stakeholders.
Identify, manage and resolve complex issues, preventing escalations, where possible
Manage, negotiate and resolve risks effectively
Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
Leader and team player sets example for others to follow
Create an open, honest, accountable and collaborative team environment
Operate as an empowering leader; makes others look great
IT Management - Takes responsibility for the design, procurement, installation, upgrading, operation, control, maintenance and effective use of IT infrastructure components and monitors their performance.
Provides technical management of an IT operation, ensuring that agreed service levels are met and all relevant procedures are adhered to.
Schedules and supervises all maintenance and installation work. Ensures that operational problems are identified and resolved.
Provides appropriate status and other reports to specialists, users and managers. Ensures that operational procedures and working practices are fit for purpose and current.
Change Management - Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, and suggests improvement to organizational procedures governing change management.
Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.
Release and Deployment - Leads the assessment, analysis, planning and design of release packages, including assessment of risk.
Liaises with business and IT partners on release scheduling and communication of progress. Conducts post release reviews.
Ensures release processes and procedures are applied.
Application Support - Reviews and approves procedures and documentation for applications support. Manages application enhancements to improve business performance.
Ensures that all requests for support are dealt with according to set standards and procedures.
IT Operations - Provides technical expertise to enable the correct application of operational procedures. Contributes to the planning and implementation of maintenance and installation work.
Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures.
Provides reports and proposals for improvement to specialists, users and managers.
Problem Management - Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
Ensures that such problems are fully documented within the relevant reporting system(s). Coordinates the implementation of agreed remedies and preventative measures analyzes patterns and trends.
Incident Management - Ensures that appropriate action is taken to anticipate, investigate and resolve incidents in systems and services.
Ensures that the inventory of components to be supported is complete and current. Drafts and maintains policy, standards and procedures for the service desk and incident management.
Information Security Management - Ensures that appropriate action is taken to anticipate, investigate and resolve security incidents in systems and services.
Ensures that applications and operational support activities comply with EY’s Code of Connection and Information Security policies.
Knowledge, skills and experience required :
7-10 years of experience in Information Systems in a related role, with tangible, relevant and demonstrated managerial experience in application management environment
3+ years of experience working with ServiceNow in a technical operations capacity
Strong understanding of technology including networks, storage systems, servers, operating systems, application, database & web platforms
Good business acumen and ability to negotiate with business partners
Strong customer orientation and able to manage customer expectations
Ability to adhere to strategic operational plans and translate them to actionable roadmaps
Good financial and people leadership skills
Initiates, builds and maintains productive customer relationships
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
Ability to work and team with a multitude of different people to balance demands
Ability to deal efficiently with escalations and difficult situations / people under pressure, such as restoration of services
Outstanding management, interpersonal, communication and organizational skills
A degree in Computer Science and / or a business related degree; or equivalent work experience
7 to 10 years in a corporate IT environment working with multiple disciplines to provide operational support in line with customer needs
Significant experience in incident / problem management. Project / program management would be beneficial
Other relevant experience in customer service and / or business management roles
Work experience in professional services industry preferred
Certifications in Program / Project Management and Project Assurance would be beneficial to performing this role
Familiarity with ITIL v3 required