EY
Senior Delivery Consultant, Client Services, People Consulting, Belfast
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Senior Delivery Consultant, Client Services Team, People Consulting, Belfast
12 MONTH FIXED TERM CONTRACT
About the Client Services Team
Our Client Services team sits at the heart of service delivery, enabling EY to deliver complex, high-quality services for clients across the public sector. Bringing together specialists in programme delivery, commercial management, supplier management, compliance, governance, project management and operational support, the team is responsible for ensuring services are delivered efficiently, compliantly and to the highest standards of quality.
Working collaboratively across client-facing and internal functions, the team supports the full-service lifecycle, from mobilisation and delivery through to governance, reporting, continuous improvement and innovation. Together, we focus on creating exceptional client experiences, managing risk effectively and driving operational excellence across our Learning Framework contract.
Role Purpose
Be a critical team member responsible for managing and overseeing the successful delivery of learning projects. You are the face of the EY service to our customers and suppliers and have a key role to play in offering them a great experience.
Key Responsibilities
Oversee and manage the delivery of live engagements from start to finish, across numerous clients within your portfolio. This means you will be expected to:
- Build and nurture trusted relationships with key stakeholders (i.e. clients, suppliers and fellow EY team members)
- Coordinate and liaise with Account Managers to understand delivery requirements, whilst reviewing supplier and client contracts that set out delivery details (e.g. scheduling, timelines, pricing, scope etc)
- The creation and management of project management trackers
- Act as the bridging contact between the client and supplier when required, providing support to successfully kick off engagements into delivery
- Booking and management of individual associates and coaches
- Setting up workshops (face to face and virtual), learning platforms and diagnostics as required
- Managing and communicating with programme delegates on all aspects of their programme including issuing joining instructions, monitoring mailboxes and sending out calendar invitations
- Track and monitor key engagement milestones/phases, ensuring the successful completion of learner evaluations and timely generation and issuing of client invoices and approval of supplier invoices
- Meet regularly with key stakeholders to check in and understand how engagements in delivery are going, in line with what was agreed in the contract
- Forecast and manage potential risks for engagements in delivery
- Proactively respond to client, associate and supplier queries and concerns in a timely and professional manner, identifying points of escalation to link up with the Account Manager
- Gather and collate insights/feedback on engagements in delivery, identifying successes and areas for concern for further investigation
- Identify potential opportunities for further engagements in delivery, flagging this with Account Managers to investigate for further scoping
- Provide feedback and report on the status of engagements in delivery to Account Managers
- Serve as the subject matter expert as relating to processes around delivery for the client, supplier and Account Managers
- Ensure delivery related administrative tasks are appropriately actioned, coordinating with and across various EY internal teams (e.g. Operations hub)
- Support the scoping of work extension, or new additional pieces of work, off the back of live engagements, ensuring compliance to contracts
- Navigate and keep up to date on EY internal processes, systems and tools, continuously monitoring and tracking billable hours for engagements in delivery
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Skills and Experience
We are looking for a Senior Delivery Consultant who have experience in customer and/or supplier management in a fast-paced environment such as a shared service centre, call centre, operational delivery centre or similar. For this role, the ability to collaborate effectively with colleagues and good attention to detail with the ability to accurately follow agreed processes are key requirements. Experience in relationship based b2b sales or project delivery is desirable.
To qualify for the role, you must:
- Demonstrate a passion for delivering high value and excellent service to clients
- Be professional, quickly establishing personal credibility with key stakeholders
- Display excellent project management, organisational skills and attention to detail
- Have effective time management skills, juggling several competing priorities concurrently with a spirit of flexibility, agility, and positivity
- Demonstrate strong critical thinking and problem-solving abilities, offering practical support to key stakeholders
- Have commercial acumen and be comfortable working with budgets and pricing
- Exhibit strong interpersonal skills (within face to face and virtual environments)
- Have strong verbal and written communication skills
- Operate as a team player, demonstrating a willingness to help as needed
- Be able to remain calm under pressure
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Selection Process
Please note, if successful during our CV screening process, you will be invited to attend interview at our Bedford House office in Belfast w/c 7th September.
What we offer
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 MyReward 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.
Plus, 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.
Please note
Prior to finalising your application, you will be asked to provide personal information across several dimensions of diversity and inclusiveness. The information you provide is kept entirely confidential and will not be used to evaluate your candidacy. We collect this data to help us analyse our recruitment process holistically and implement actions that promote diversity and inclusiveness. While optional, we encourage you to provide this information to hold us accountable towards our goal of building a better working world. Read more about our commitment to diversity & inclusiveness here. We ask because it matters.
EY | Building a better working world
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
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