Service Delivery Manager Associate Director

at EY in Springfield, Illinois, United States

Job Description

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.

Technology has always been at the heart of what we do and deliver at EY. We need technology to keep an organization the size of ours working efficiently and securely. Our people, applications, cloud platforms, data centers, Al services and business-critical systems rely on modern security capabilities that enable secure access, protect sensitive information and reduce cyber risk.

Within Security Technology Services (STS), Network Security Technology delivers global Zero Trust, secure access, outbound protection and selected Al security services. The Zscaler platform service portfolio supports this mission through ZPA, ZlA, Zscaler Cloud Gateway, Zscaler Al Firewall, Zscaler Deception and Azure Zero Trust strategy capabilities.

The Opportunity

We are seeking a Zscaler Service Owner – Associate Director to join STS Network Security Technology and lead Zscaler services within Network Security.

This senior service leadership role is accountable for converting Zscaler platform investments into governed, supportable and measurable enterprise services. The role owns service strategy, roadmap, financial planning, service introduction, operational readiness, adoption, performance, risk, compliance, vendor outcomes and continuous improvement across the portfolio.

The approved service portfolio includes:

+ Zscaler Al Firewall for secure Al access, including Zscaler Al Guard and Al Broker capabilities.

+ Zscaler lnternet Access for secure outbound protection across cloud, office and data center traffic flows.

+ Zscaler Private Access for private application access and reduction of internet-facing application exposure.

+ Zscaler Cloud Gateway for controlled cloud and internet egress patterns aligned to Zero Trust operating requirements.

+ Azure Zero Trust strategy for secure cloud networking, private access patterns and migration away from broad public exposure.

+ Zscaler Deception for approved deception-based detection and response use cases within the Network Security service boundary.

The role will partner across Network Security, Architecture, Engineering, Operations, Cloud Technology, Enterprise Technology, ldentity, Data Protection, Monitoring and Response, Application Security, Service Lines and Zscaler to transition capabilities into sustainable global services.

Your Key Responsibilities

The Zscaler Service Owner will provide strategic and operational leadership for services assigned to STS Network Security Technology.

Zscaler Platform Service Portfolio Ownership

+ Define the service vision, scope, outcomes, roadmap and lifecycle for each assigned Zscaler platform capability within Network Security.

+ Translate Zscaler platform objectives into clear service offerings, service tiers, customer journeys, support models and measurable outcomes.

+ Maintain an integrated service portfolio limited to ZPA, ZlA, Zscaler Cloud Gateway, Al Firewall, Zscaler

+ Deception and Azure Zero Trust strategy capabilities.

+ Own service acceptance criteria and ensure project delivery is not complete until operational readiness, supportability, controls, documentation and ownership are in place.

+ Prioritize enhancements, technical debt, resilience improvements and adoption initiatives based on business value, security risk and service performance.

Al Security Services

+ Own the service delivery model for inline inspection and policy enforcement for user-to-Al, application-to-Al, agent-to-agent and Model Context Protocol-based communications within the approved Zscaler scope.

+ Coordinate delivery and adoption of the Al Firewall service construct, where Al Guard and Al Broker form part of the capability set, including policy governance, service onboarding, operating procedures, telemetry, escalation and control evidence.

+ Own service integration requirements with Al platforms, gateways, identity, data protection, monitoring, incident response and governance processes.

+ Ensure Al security services support approved use cases while managing data leakage, unauthorized access, unsafe tool use and emerging Al-specific threats.

Zero Trust Outbound Traffic Services

+ Own cloud and on-premises outbound security services delivered through Zscaler Cloud Gateway and Zscaler lnternet Access.

+ Coordinate service design and adoption for routing, inspection, policy enforcement, threat prevention, encrypted traffic inspection and data protection.

+ Define onboarding patterns, exception governance, customer responsibilities, service dependencies and operational hand-offs for cloud and data center environments.

+ Establish service measures for coverage, policy compliance, availability, user impact and risk-reduction outcomes.

Private Access and Attack Surface Reduction

+ Own the service roadmap for migrating eligible applications from public exposure and broad network access to identity-based, application-specific access.

+ Lead the service model for Zscaler Private Access, least-privilege access, application segmentation and Zero Trust B2B connectivity.

+ Partner with application, cloud and infrastructure owners to establish repeatable onboarding, validation, support and decommissioning processes.

+ Govern service exceptions and ensure that residual public exposure or broad access is documented, risk-assessed and time-bound.

Azure Zero Trust Strategy and Segmentation Enablement

+ Contribute to Azure Zero Trust strategy by defining secure segmentation, private access and workload connectivity principles within the approved service scope.

+ Define service boundaries for user-to-application, application-to-application and workload connectivity patterns aligned to Zero Trust principles.

+ Coordinate readiness across architecture, engineering, platform operations, application teams and support providers.

+ Ensure approved segmentation and access patterns include policy models, exception processes, change controls, monitoring, recovery procedures and evidence requirements.

Service Strategy, Roadmap and Governance

+ Create and maintain a multi-year service and capability roadmap aligned with the Zscaler platform service portfolio and STS Network Security strategy.

+ Chair service governance forums and provide clear decisions, actions, dependencies, risks and escalations.

+ Establish service policies, standards, operating models, RACl, controls and decision rights.

+ Provide executive reporting on roadmap delivery, adoption, service health, security outcomes, financial position and material risks.

+ Ensure roadmap commitments are aligned across Zscaler, STS Architecture, Engineering, Operations and dependent technology functions.

Service lntroduction and Operational Readiness

+ Own the transition of new or enhanced Zscaler platform capabilities from program delivery into production-ready services.

+ Define and approve operational readiness requirements covering support model, monitoring, alerting, runbooks, knowledge articles, capacity, continuity, access administration, escalation paths, training and vendor support.

+ Ensure production acceptance includes control validation, service metrics, support agreements, documented dependencies and accountable owners.

+ Coordinate early-life support and confirm exit criteria before capabilities move to business-as-usual operations.

+ Prevent unsupported technology deployment by making service readiness and evidence mandatory delivery gates.

Service Performance and Continuous lmprovement

+ Define and govern service-level objectives, key performance indicators, risk indicators and outcome measures.

+ Review service availability, incidents,