IT Delivery Manager - Offshore Delivery Center

• Leads the leads the consulting, design and delivery of ODC IT Infrastructure
• Is accountable for operations and support for all technology components leveraged by the ODC's
• Drive best practices for data security, privacy, and integrity
• Ensure the reliability and efficiency of IT infrastructure
• Works with other departments across the business to help define and deliver business value, as well as interfacing and communicating with program teams, management and stakeholders to deliver niche and complex ODC projects

• Manage the IT lifecycle of ODCs, including presales technology conversations, build, operations, end-of-life management, and decommissioning.
• Coordinate with cross-functional teams to ensure seamless project execution and ODC operations.
• Monitor ODC performance, identifying and addressing any issues or risks.
• Manage incident, problem, change, and release processes in alignment with ODC best practices.
• Communicate regularly with clients to provide updates and gather feedback.
• Ensure that all ODC related IT deliverables meet quality standards and client expectations.
• Manage ODC IT resources, including internal resources and external vendors.
• Oversee the implementation of security measures and quality assurance mechanisms in ODCs.
• Ensure compliance with service level agreements (SLAs), KPIs, contractual obligations, and governance protocols.
• Develop and maintain project plans, schedules, and budgets for ODC setup and operations.
• Implement and maintain quality assurance processes to deliver high-quality solutions.
• Define, deploy, continuously evaluate, and improve delivery processes.
• Accountable for oversight of any third party deliverables and service

• Act as the primary point of contact for clients, managing relationships and ensuring client satisfaction.
• Single point of contact for client and account leadership team with respect to all ODC IT ops/compliance
• Conduct regular service reviews and governance meetings
• Build and maintain strong client relationships to ensure satisfaction and retention

• Identify and implement service optimization opportunities
• Drive automation, standardization, and best practices across engagements
• Monitor service trends and proactively address recurring issues
• Drive continuous improvement initiatives to enhance operational efficiency.

• Track and report on service delivery budgets, forecasts, and actuals
• Manage vendors, support contract renewals, scope changes and commercial discussions

• Single point of contact for client and account leadership team with respect to all ODC IT ops/compliance
• Anchor client calls specific to ODC IT ops
• Lead audit and compliance specific to IT security, IT ops and compliances
• Implement and manage monitoring tools to ensure continuous availability and performance of IT services.
• Lead the response to operational incidents, ensuring timely resolution.
• Continuously monitor and optimize system performance.
• Plan and manage the capacity of IT resources.
• Generate and present regular reports on operational performance.
• Ensure compliance with relevant regulations and standards.
• Manage relationships with third-party vendors and service providers.
• Oversee the implementation of changes to IT systems and services.

• Deep understanding of service-level agreements (SLAs), governance, and compliance requirements.
• Project Management Expertise - Strong skills in planning, execution, and monitoring of transition activities.
• Governance & Compliance Knowledge - Understanding of regulatory requirements, service level agreements (SLAs), OLAs
• Stakeholder Management - Ability to coordinate and communicate effectively with internal teams and Business stakeholders
• Ability to analyse risk management frameworks and proactively mitigate operational risks.
• Ability to manage stakeholder expectations and bridge gaps between client teams and Support teams
• Capable of effectively managing and adapting in real-time to handle last-minute requests and escalations.

• Expertise in IT Service Management (ITSM) frameworks such as ITIL.
• Strong understanding of IT infrastructure, software development, and ODC specific networking (VPNs, MPLS, SD WAN etc.) and delivery methodologies.
• Prior experience in setup/operation of ODC's
• Understanding COR, DCCR, VDO
• Deep understanding of IT Networking, Cloud and various types of VPN solutions

• Bachelor's degree in Computer Science, Information Technology or any related field.
• ITIL Intermediate certification

• Strong analytical skills and problem-solving ability
• A self-starter, independent-thinker, curious and creative person with ambition and passion
• Demonstrated leadership skills with the ability to motivate and manage teams.
• Excellent inter-personal, communication, collaboration, and presentation skills
• Strong analytical and problem-solving skills.
• Excellent organizational and time management skills.
• Ability to adapt to changing business environments.
• Customer focused
• Positive and constructive minded
• Takes responsibility for continuous self-learning
• Takes the lead and makes decisions in critical times and tough circumstances
• Attention to detail
• High levels of integrity and honesty

• Overall, 15+ years of experience in IT Infrastructure Operations and Management, with proven experience as a Delivery Manager or in a similar role, preferably with experience in setting up ODCs.

• 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

EY