Service Adoption Regional Engagement Lead, Global IT

Job Description

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.

Enterprise Technology provides reliable, secure and resilient technology services and solutions to support our 400,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and top-tier technology infrastructure for EY end users.

Our aim is to create a superior customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business experts to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices and the chance to make a real impact.

The opportunity

This position is part of the Service Adoption (SA) team within Enterprise Technology at EY. The team is dedicated to delivering end user technologies efficiently and ensuring users fully leverage these tools to maximize value. The Service Adoption Regional Engagement Lead is responsible for aligning the deployment of technologies and the execution of business change campaigns with local regional requirements and stakeholder expectations. The role’s main objective is to maintain strong alignment with local stakeholders—Business Relationship Managers (BRMs) and country representatives—regarding Service Adoption initiatives, foster positive client relationships across regions, and oversee the rollout of Enterprise Technology products and services tailored to local needs.

The primary regions covered for this specific role are UK & Ireland, Europe West, Europe Central, and Africa. The selected candidate will assess the needs of EY member firms, identify specific requirements, and customize business change campaigns to facilitate the seamless delivery and adoption of new technologies. Key responsibilities include keeping BRMs and country stakeholders informed of technology changes and their impact, analysing business data to evaluate adoption metrics, and adapting global change campaigns to fit local contexts. Additionally, the Engagement Lead serves as the voice of the customer, representing regional perspectives in the development and customization of technology solutions. Exceptional communication skills, the ability to engage stakeholders at all levels, strong sales capabilities, and superior organizational abilities are essential for success in this role.

This is a non-client facing and internal role in EY Global IT. Great flexibility to work from a home office with limited travel. This role is guided by the Service Adoption Global Engagement Lead.

Your key responsibilities

• Liaise with Clients: Engagement leads oversee the client (internal to EY – MF & EY Tech stakeholders) relationships and engage as the first point of contact. They help clients implement services and projects, define best approaches per country and help senior stakeholders (BRM, CMP, CFO) make the best decisions for continued service improvement.
• Business Relationship Management: On-going business relationship management is key for an engagement lead. Relationships will have to be managed by region, country and all service lines including external vendors and clients. Building relationships will allow the Service Adoption function to leverage key stakeholders at the appropriate times throughout a project through trust, confidence and delivery.
• Analyze Business Data: Engagement Leads help analyse country status, review financial data, return on investment and project budgets allowing for more accurate and focused proposals. They focus on creating proposals to help engage the client’s agreement through every step of the project.
• Identify Upselling Opportunities: Engagement leads identify new concepts and develop ways to upsell and cross-sell to increase revenue and build brand awareness. The focus on obtaining business case approvals to provide funding for the delivery of projects and the continued growth of the program.
• Prepare Reports & Improve Performance: Engagement leads manage country and client reporting, keeping everyone aligned on resourcing and timescale. They help sell the achievements and goals met as well as highlight ongoing improvements for both the clients and technology.
• Internal Alignment: A key duty will be aligning the various processes within the Service Adoption function to work efficiently together in outputting all the necessary requirements for business change delivery. This will mean open two-way communication between the communication, productivity, report, provisioning and I&O teams.
• Senior Project Management: Due to the nature of the role, engagement leads will be managing multiple projects at any one time and working with multiple project managers and change managers. An engagement lead will routinely be expected to temporarily take over management of a project or provide updates at leadership and leadership meetings both internal and external including Steerco’s

Skills and attributes for success

to qualify for the role, you must have:

• Education:
  
  • College degree in business or related technology field (Computer Science, Business Management, Communications, Organizational Change, Engineering, etc.)
• Experience:
  
  • A minimum of 10-years experience in an IT and client related work.
  • A minimum of 5-years experience in senior stakeholder management and business relationship management.
  • Proven experience leading, managing and growing large scale user experience and development projects.
  • Experience with Microsoft platforms and applications including and not limited to: AI, Copilot, Teams, Power Platform, Telecommunication, Video Conferencing.
  • Experience in varied software development methodologies, including Waterfall and Agile.
• Skills:
  
  • Management Skills: Manage relations between teams and clients at multiple levels right up to CMP.
  • Organisational Skills: Need to be able to multi-task and organise as will be working on multiple projects at a single point in time and to make sure deadlines are met.
  • Customer Skills: Need to excel in business-to-customer relationships to succeed and build revenue while continuing to build relationships and win new clients.
  • Business Acumen: Need aa key understanding to what to do in any business situation as each project will have unforeseen circumstances and challenges unique to the industry. This means being adaptable and able to adjust while providing options for implementation.
  • Problem Solving Skills: When issues arise between clients, teams and projects, engagement leads must find solutions and liaise with key stakeholders to mitigate challenges, so project timelines are not affected.
  • Leadership: Provide strategic and tactical leadership to both clients and project teams.
  • Sales: Strong sales experience is required to facilitate and negotiate financial business cases and obtain business buy-in for key programs of work.
  • Strategy: Provide insight and strategy guidance to both internal and external teams including to help and align the Service Adoption function for Continued Service Improvement.

What we look for: Individuals who have right mix of technical and business mind-set having some sales experience and stakeholder management of senior leadership.

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.

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