Senior Delivery Consultant - Client Services Team - People Consulting - Belfast

at  EY

SENIOR DELIVERY CONSULTANT – CLIENT SERVICES TEAM - PEOPLE CONSULTING – BELFAST

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all
Our Belfast office is a successful and growing one thanks to a large and varied client base ranging from multinational listed businesses to start ups, owner managed to private equity / entrepreneurial venture backed and government, covering various sectors. It is also the delivery hub for many of the managed services we deliver for UK and global clients meaning we can offer you the opportunity to gain experience of service delivery for a wide variety of clients and enhance your skills working with national and international businesses and organisations.

THE OPPORTUNITY

Our People Advisory Services Managed Services team are looking for Senior Delivery Consultant to join our Belfast Office. As a Senior Delivery Consultant, you are 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. You report to a Learning Delivery Manager and will manage a portfolio of projects for a collection of clients.

SKILLS AND ATTRIBUTES FOR SUCCESS

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.

YOUR 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
  Identify areas for improvements within the delivery process, implementing appropriate corrective actions where required

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