USS - Onsite IT and Service Desk Head - GDS Region
EY
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USS - Onsite IT & Service Desk Head – GDS Region
Position Purpose
Lead EY’s USS (Onsite Technology Support (OSTS) and IT Service desk) related IT service delivery operations across GDS location, ensuring exceptional end-user experience, operational stability, and alignment with EY’s global standards. This role drives proactive support, total ownership, and continuous improvement for all service desk and onsite IT services in India.
Key Responsibilities
- Own end-to-end delivery of IT services across EY offices under GDS region.
- Ensure SLA compliance, CSAT/NPS targets, and operational KPIs for OSTS and Service desk.
- Act as escalation point for critical incidents and ensure timely resolution.
- Manage Service Desk vendor and ensure GDS region performance is above defined SLA’s.
- Monthly Status updates to all key stake holders on performance and key initiatives.
- Develop and execute GDS-specific onsite IT strategy aligned with global USS roadmap.
- Lead and mentor a team of 200+ onsite engineers and managers across multiple cities.
- Partner with business leaders, Talent, CBRE, and global IT teams to support office projects and wavespace™ events.
- Manage GDS region budgets for onsite IT services, ensuring cost optimisation and accurate forecasting.
- Ensure compliance with EY’s security, risk, and data protection standards.
Required Skills & Qualifications
- 15+ years in IT infrastructure/service delivery, with at least 5 years in a leadership role managing multi-site operations.
- Technical expertise: End-user computing, ITSM, ITIL v4, cloud platforms (Azure/AWS), network and security fundamentals.
- Leadership competencies: Strategic thinking, stakeholder engagement, team development, and change management.
- Certifications: ITIL Expert, PMP/Six Sigma preferred; ISO 20000/27001 familiarity.
- Soft skills: Strong communication, problem-solving, and ability to influence senior stakeholders.
Performance Metrics
- SLA and CSAT compliance.
- Contact Reduction.
- Reduction in aged incidents and idle tickets.
- Cost efficiency and resource utilization benchmarks.
- Knowledge Management KPI’s.
- Asset Management KPI’s..
Why This Role Matters
The USS Head of GDS is the face of EY Technology for thousands of employees in GDS across six countries ensuring seamless IT experiences that enable productivity and client service excellence. This role is pivotal in driving EY’s digital workplace vision and embedding a culture of proactive support and total ownership.
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