TechOps - DEX - MS Excellence - Manager

Manager – Managed Services Delivery Excellence

About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.

Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.

The Opportunity

As a Manager within the Managed Services Delivery Excellence function, you will play a critical role in enabling consistent, high‑quality delivery across Managed Services Technology, Consulting engagements. You will support senior leadership in driving firmwide Managed Services delivery excellence initiatives that strengthen standardized delivery frameworks, ITSM maturity, governance rigor, and operational performance.

This role is focused on embedding ITIL‑aligned IT Service Management (ITSM) practices into consulting and managed services delivery, enabling predictable outcomes, improved client experience, and scalable growth. You will partner closely with engagement teams, onshore stakeholders, and service leadership to drive continuous improvement and delivery consistency across the portfolio.

Key Responsibilities

Delivery Excellence

• Support the design, enhancement, and rollout of Managed Services Delivery Excellence frameworks aligned with firm standards, ITIL best practices, and managed services models.
• Enable consistent application of standardized delivery processes, controls, and quality checkpoints across consulting engagements.
• Define, track, and report delivery performance metrics (KPIs, SLAs, dashboards) to support leadership governance and decision‑making.
• Apply Lean Six Sigma principles to monitor CTQs, defect rates, cycle times, and service performance trends.
• Use data‑driven insights and statistical analysis to provide fact‑based recommendations and sustain improvements through governance, trend analysis, and control mechanisms.
• Promote a continuous improvement culture, contributing to Lean Six Sigma–enabled templates, playbooks, and best practices, and mentoring teams in their application.

ITSM & ITIL Enablement

• Act as a Delivery Excellence practitioner with strong ITSM and ITIL orientation, supporting adoption of best‑in‑class service management practices.
• Support execution and governance of ITSM processes including Incident, Problem, Change, Request, Knowledge, and Continual Service Improvement.
• Conduct ITIL and process maturity assessments, identifying performance gaps, inefficiencies, and improvement opportunities.
• Leverage Lean Six Sigma techniques to improve efficiency, effectiveness, and resilience of ITSM processes.
• Align ITSM optimization initiatives with SLA outcomes, client experience, and service stability.

Operational Excellence & Continuous Improvement

• Drive root cause analysis for delivery issues and service disruptions using structured Lean Six Sigma tools (e.g., 5 Whys, Fishbone, Pareto).
• Identify delivery risks, control gaps, and operational inefficiencies in alignment with governance and risk management frameworks.
• Lead continuous improvement initiatives focused on defect reduction, cycle‑time improvement, automation readiness, and service reliability.
• Quantify and track business benefits from improvement initiatives, supporting a shift from reactive to proactive, prevention‑focused delivery models.

Governance, Reviews & Stakeholder Management

• Support and conduct delivery reviews, operational reviews, and service health assessments, documenting insights, risks, and action plans.
• Coordinate across multidisciplinary delivery and onshore teams to drive issue resolution and timely escalation.
• Ensure adherence to firm methodologies, quality standards, and compliance requirements across engagements.

Capability Building & Knowledge Management

• Contribute to training, knowledge sharing, and methodology development related to delivery excellence and ITSM.
• Develop and maintain artifacts, dashboards, and best‑practice assets that enable scalable delivery excellence.
• Mentor junior team members through structured coaching and knowledge transfer.

Qualifications & Experience

Education

• Bachelor’s degree in Information Systems, Engineering, Technology, or a related discipline.

Experience

• 10–15 years of experience in consulting delivery, managed services, or professional services operations within a Tier‑1 / Big‑4 / global services organization.
• Proven experience supporting multiple engagements or portfolios in complex, matrixed environments.
• Exposure to technology, business, or risk consulting engagements preferred.

ITSM, ITIL & Lean Expertise

• Strong practical knowledge of IT Service Management frameworks and ITIL best practices.
• ITIL v3 or ITIL 4 certification strongly preferred.
• Experience with enterprise ITSM tools (e.g., ServiceNow, BMC, Jira Service Management) desirable.
• Hands‑on experience applying Lean Six Sigma (DMAIC) to drive delivery consistency and quality.
• Lean Six Sigma Green Belt or Black Belt certification preferred.
• Experience standardizing and optimizing end‑to‑end delivery processes with embedded controls and quality checkpoints.

Analytical, Consulting & Leadership Skills

• Advanced proficiency in Excel, Power BI, PowerPoint, and Visio is desirable.
• Strong analytical skills with the ability to translate delivery data into actionable leadership insights.
• Excellent communication and stakeholder management capabilities, with credibility at senior leadership levels.
• Structured, detail‑oriented, and process‑driven mindset with the ability to independently manage deliverables in a fast‑paced consulting environment.

What Success Looks Like

• Consistent adoption of standardized delivery and ITSM practices across engagements.
• Improved delivery predictability, operational performance, and client experience.
• Actionable insights derived from delivery metrics, reviews, and structured root cause analysis.
• Strong alignment between delivery execution, governance expectations, and firm methodologies.

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

• Our Commitment: As a commitment, we persistently endeavour to embody our values, fulfil our purpose, and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.
• Professional Development: From entry-level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.
• People and Culture: In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. We're united by a commitment to create an environment where every individual's differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.
• Benefits: Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.
• How to Apply: If you are passionate to join us and are aligned with our commitment to building a better working world, we invite you to apply by completing our user-friendly form with personal and professional information and by providing your consent to data privacy.