Service Delivery Manager

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The Opportunity

The EY Security Technology Services (STS) Lab is the innovation and engineering engine behind EY's global cybersecurity platform — responsible for building, testing, integrating, and continuously improving the security tooling that protects one of the world's largest professional services organizations. As the STS Lab Service Manager at the Assistant Director level, you will be the single accountable owner for the lab's priorities, budget, and operating cadence. This is a governance and product ownership role at the heart of how the STS Lab runs: you will define and manage the lab service portfolio, own the intake and prioritization process, shape the roadmap, control funding governance, and serve as the primary escalation point for lab stakeholders and leadership. You will work closely with the STS Lab Lead, Security Architects, Global Information Security leadership, and cross-functional SME teams across IAM, Defender XDR, Sentinel, Purview, and Zscaler to ensure the lab operates as a well-governed, strategically aligned, and efficiently funded engineering platform.

This is a newly created headcount — a critical investment in the STS Lab's ability to scale its operating model, demonstrate value to stakeholders, and mature its governance practices.

Your Key Responsibilities

• Product & Service Ownership — Act as the product owner for the STS Lab service catalog; define, maintain, and communicate the scope, status, and value of lab services to internal stakeholders and leadership.
• Intake & Prioritization — Own the end-to-end intake process for lab requests (engineering projects, vendor evaluations, POC engagements, tool onboarding); apply structured prioritization frameworks to align demand with capacity and strategic objectives.
• Roadmap Management — Develop and maintain the STS Lab roadmap across engineering, tooling, and operational workstreams; translate strategic direction into actionable quarterly and annual plans.
• Funding & Budget Governance — Own the lab's budget: track spend, manage cost allocation across Azure subscriptions and tool licensing, prepare funding requests, and report financial health to leadership.
• Reporting & Metrics — Design and deliver regular reporting on lab performance, service delivery, capacity utilization, and roadmap progress for senior stakeholders and governance bodies.
• Escalation Management — Serve as the primary escalation path for lab issues, blockers, and stakeholder concerns; resolve conflicts between competing priorities and ensure timely communication to affected parties.
• Operating Cadence — Establish and own the lab's operating rhythm: stand-ups, sprint planning, steering reviews, and stakeholder briefings; ensure engineering teams operate with clear priorities and visible progress.
• Vendor & Partner Engagement — Coordinate with technology vendors during evaluations and POC phases; manage vendor relationships, SLAs, and contractual obligations relevant to the lab.
• Cross-functional Collaboration — Build and sustain strong relationships with IAM, Defender/Sentinel, Purview, Agent 365, Zscaler/Edge, and Endpoint Security SMEs; ensure lab services meet the needs of the broader security organization.
• Governance & Compliance — Ensure lab activities adhere to EY standards, change management processes, and security policies; maintain audit-ready documentation of decisions, approvals, and funding.

Skills and Attributes for Success

We are interested in people who combine strategic thinking with operational discipline — able to translate business priorities into a well-governed lab operating model while keeping engineering teams unblocked and stakeholders informed.

• Service ownership mindset — treats the lab as a product; obsesses over stakeholder value, service quality, and continuous improvement.
• Structured prioritization — able to apply clear, defensible frameworks to balance competing demands across a diverse engineering portfolio.
• Financial acumen — comfortable managing technology budgets, tracking cost against plan, and preparing business cases for investment.
• Executive communication — fluent English, written and verbal; able to distill complex technical and operational information into crisp executive narratives and dashboards.
• Stakeholder management — skilled at building trust across technical and non-technical audiences at all levels of a matrixed, globally distributed organization.
• Agile / program management fluency — experienced with agile delivery rhythms, roadmap tooling, and structured intake processes.
• Collaboration without authority — able to influence, align, and coordinate across SME teams and senior stakeholders without direct reporting lines.

To Qualify for the Role, You Must Have

• 7+ years of experience in IT Service Management, Product Management, Program Management, or Security Engineering leadership roles.
• Demonstrated experience