Platform Infrastructure Service Delivery Manager

Platform Infrastructure Service Delivery Manager

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EY Technology supports our technology needs through three business units: Enterprise Technology (ET) – ET supports our Core Business Services functions and will deliver fit-for-purpose technology infrastructure at the cheapest possible cost for quality services. ET will also support our internal technology needs by focusing on a better user experience.

As part of the platform infrastructure team, the Service Delivery Manager (SDM) will play a key leadership role in managing and overseeing the delivery of contracted services by Kyndryl across EY's global infrastructure. The SDM will serve as the operational owner of the contract, ensuring alignment to SLAs, proactive issue resolution, governance adherence, and stakeholder satisfaction.

This role requires an individual with a strong financial background, vendor management skills, a background in enterprise infrastructure (e.g., Windows, Storage, Backup, Network), and a results-driven mindset focused on operational excellence, continuous improvement, and commercial accountability.

Your Key Responsibilities:

• Partnering with platform infrastructure leadership, all functions within, and I&O leadership on financial analysis and tracking efficiency initiatives across the group. Coordinate with the business office concerning budget and efficiency savings.
• Collaborate with I&O Product leads on executing strategic initiatives aimed at cost reduction and increased efficiencies aligned with strategic business goals.
• Responsible for the transition and transformation of Kyndryl managed services.
• Drive governance across all towers including Hosting, Backup, Storage, Monitoring, Automation, and Batch Services, and support annual regulatory audits across all functions in I&O.
• Act as primary liaison between EY product owners, managed service providers and internal stakeholder groups. Collaborate with cross-functional teams to ensure seamless execution of services and resolve any service issues.
• Monitor service health horizontally across all teams, escalate issues as necessary, and ensure root cause analysis and permanent fixes are implemented across all towers within Platform Infrastructure.
• Manage contract deliverables, including reporting, service reviews, KPI dashboards, compliance checks, and transformation milestones. Manage monthly invoices and escalations.
• Coordinate audits and compliance reporting in partnership with EY Security, Risk, and Infosec teams. Act as a liaison between I&O, Info Sec and Managed service provider to ensure governance is executed efficiently.
• Execute special strategic requests across platform infrastructure in partnership with tower, BAU team, and Kyndryl delivery team.
• Conduct operational governance reviews—weekly, monthly, and quarterly—with Kyndryl and internal EY stakeholders.
• Track and resolve contractual non-compliance, manage disputes, and collaborate with legal or procurement departments when necessary.

Skills and Attributes for Success:

• Strong contract interpretation and vendor governance capabilities.
• High level of stakeholder management, with the ability to influence without authority.
• Critical thinking and structured problem-solving under pressure.
• Effective communicator—capable of translating between business, legal, and technical teams.

To qualify for the role, you must have:

• 7+ years of experience in service delivery management or similar roles in enterprise environments.
• Proven experience managing outsourced vendors or managed service providers (MSPs).
• Strong understanding of ITIL v4 practices, SLA tracking, and service management frameworks.
• Exposure to infrastructure platforms such as Windows Server, VxRail, Nutanix, Hyper-V, enterprise backup systems, and monitoring tools.

Ideally, you'll also have:

• Familiarity with contractual frameworks and schedule structures (e.g., SLAs, RU models, transition & transformation).

What we look for:

• An individual with strong self-management and time management skills, strong interpersonal skills including teamwork, ability to accept constructive criticism, willingness to help others, integrity, operate with respect and trust.

What working at EY offers:

• We offer a competitive remuneration package where you'll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions.
• Support, coaching and feedback from some of the most engaging colleagues around.
• Opportunities to develop new skills and progress your career.
• The freedom and flexibility to handle your role in a way that's right for you.

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