Service Coordination Manager - Assistant Director (EY)

Location: Wrocław – 2 days in office / 3 days remote

Job Overview

We are looking for a Service Coordination Manager to oversee Secure Access service delivery globally. The role reports to the Global Associate Director of EY Secure Access / Office Technology, managing the full service lifecycle, including pre‑sales, post‑sales, renewals, fleet refreshes, and onboarding of new participants.

Key Responsibilities

• Primary financial responsibility for managing Secure Access service renewals and onboarding new customers.
• Maintains strong, positive relationships with EY member firms and offices, orchestrating quarterly business reviews and proactively addressing local needs.
• Manages pre‑sales and post‑sales activities.
• Oversees the liaison between vendors and EY Secure Access program participants, serving as a consultant in issue resolution and performance optimization (e.g., cost management).
• Works with PMO to manage project costs, mitigate risks, and assist with local coordination.
• Partners with BRMs and service managers for Office Technology, OSTS, Compute, and PMO to ensure smooth delivery of new services and high‑quality support for existing ones.
• Provides feedback to product managers based on customer interactions, suggesting ways to improve the Secure Access services or its products.
• Manages and monitors support performance metrics for EY offices and workspaces.
• Builds and executes processes that drive product industrialization.
• Assists with asset control and decommissioning of EOL or legacy products.
• Manages the vendors and teams that support EY’s Secure Access products to provide optimal service.

Other Requirements

• The role has a global scope and may require early or late meetings to support global stakeholders and manage escalated issues.
• Some minimal travel may be required to support planned activities.

Skills and Attributes for Success

• Strong social networking skills and an avid communicator.
• Credible history of working with and serving senior stakeholders.
• Superior organizational skills, including contact management, pipeline management, and archival of sales and contractual data.
• High ownership and ability to drive results in a heavily matrixed work environment.
• Adapts communication style to others, develops rapport, and remains calm under pressure or when escalating issues, using advanced oral and written English communication skills.
• Solid background in IT service delivery with a good grasp of technical topics.
• Ability to create and revise basic marketing materials, adapting them to local requirements.
• Good grasp of business cases, TCOs, and financial analysis.
• Experience delivering services remotely in a geographically distributed environment.
• Strong verbal and written skills, including cross‑cultural communication and the ability to draft effective communications.
• Utilizes all aspects of Emotional Intelligence to navigate business interactions and drive leadership performance in oneself and others.
• Proven expertise in product management.
• Proven financial management skills.
• Proven experience in service delivery.
• Passionate, committed, and determined.

Qualifications

Education: Bachelors Degree in Information Technology or Business Management (or degree plus comparable experience).

Experience: Experience in product management and/or global team management roles.

Certification Requirements: N/A (but PMP, Agile, or technical certifications are a plus).

Desirable Technical Skills:

• Experience with MS Office products, including Teams, Excel, PowerPoint, Word, and Outlook.
• Experience managing Microsoft collaboration products like Teams.

What We Offer

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

Compliance Statement

In compliance with the requirements of the Whistleblower Protection Act, our company has established the Procedure for reporting breaches of law and undertaking appropriate follow‑up actions. Any misconduct should be reported through the EY Ethics Hotline.