.**Major Incident Management Lead**:**Rank: Assistant Director**:Fueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and powerful product engine that are integral to innovation at scale. You will work with technologists and business specialists, blending EY's deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. As a champion for change and growth, you will be at the forefront of integrating emerging technologies from AI to Data Analytics into every corner of what we do at EY. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.**The opportunity**:- Deliver reliable, best in class support services in a manner that meets our contractual obligations and delights our customers and clients.- Be accountable for the transparent end to end delivery of service to customers and clients to the SLA's, OLA's, and contractual commitments.- Act as an accountable point contact and escalation for customer and client leadership for EY's Service Delivery.- Responsible for implementation, effective and efficient execution and usage of EY's Service Management processes and framework to deliver to the agreed Service Levels and contractual commitments.- Manage communication to Client, EY and regional leadership during critical situations- Manage concerns and provide updates to the Client account team and executives- Develop and maintain key relationships with Clients and customers to ensure accurate and meaningful transparency is provided to executives on key issues- Help resolve key intensified issues ensuring that the Client requirement is well understood by EY and provide frequent updates to both Client and EY leadership on resolution progress- Maintain detailed information on EY performance and regularly review project health with Client / EY leaders for assigned regions- Ensure Client's concerns and inquiries are all addressed in a timely manner to their satisfaction- Ensure that EY is best placed to deliver our contracted obligations and there is full alignment with account and EY strategy/plans- Serve as executive liaison between the Client and EY (e.G. Data Operations, Tech Operations, Business Operations and Service management, etc.)- Understand in-depth and communicate Client's regional/local emerging business trends and their implications on the organization and its customers back to the EY leads.- Partner with all levels of EY leadership to drive initiatives that meet and exceed Client expectations to the most efficient and cost-effective level of support.- Drive strategies partnering with client and vendors to ensure world class customer support experiences- Able to align EY strategies within Client's regional/local context to a strategy that builds the EY brand