Delivery Excellence and Quality Assistant Director

Delivery Excellence and Quality Assistant Director

Location: Katowice - 2 days in office / 3 days remote

Let us introduce you the job offer by EY GDS Poland – a member of the global integrated service delivery center network by EY.

The opportunity

Delivery Excellence & Quality Manager plays a critical role in ensuring consistent, high‑quality delivery across engagements by driving robust quality frameworks, operational excellence, and continuous improvement.

The role partners closely with delivery leaders, account teams, and leadership, acting as a trusted advisor on delivery health, risk management, governance, and adherence to global quality standards. The position operates in a highly international environment, supporting complex technology and consulting engagements across service lines.

Your key responsibilities

Delivery Excellence & Quality Governance:

• Own and oversee end‑to‑end quality governance across assigned engagements and portfolios
• Act as the first line of quality assurance and internal control for delivery teams
• Ensure delivery adherence to EY quality standards, QMS, and global frameworks
• Serve as single point of contact for quality matters within assigned portfolios

Performance Monitoring & Reporting:

• Define, implement, and govern delivery performance metrics and dashboards
• Publish monthly and quarterly delivery excellence dashboards for leadership
• Conduct CSAT analysis, identify trends, and drive improvement actions
• Track delivery risks, escalations, and RED/Ambers engagements proactively

Risk Management & Continuous Improvement:

• Identify delivery risks, conduct root‑cause analysis, and recommend mitigation plans
• Facilitate quarterly delivery reviews and follow‑ups with delivery and account leadership
• Drive service delivery improvement initiatives aligned to cost, quality, and predictability
• Support recovery and stabilization of challenged or underperforming engagements

Process & Framework Implementation:

• Govern process implementation from project initiation through closure
• Ensure SOPs, guidelines, templates, and checklists are current and published in QMS
• Lead process compliance checks, audits, and gap assessments
• Support adoption of Agile (Scrum), Waterfall, and hybrid delivery models

Audit & Compliance:

• Plan and conduct internal delivery and process audits
• Monitor effectiveness of process implementation and control mechanisms
• Support compliance with industry certifications and quality standards (e.g., ISO, CMMI, ITIL where applicable)
• Act as quality interface for external audits and assessments, as required

Stakeholder Engagement:

• Partner with Delivery Leaders, Project Managers, and Account Leadership
• Participate in delivery status calls to provide independent quality oversight
• Facilitate regular governance forums and action tracking
• Contribute to leadership‑led quality, productivity, and automation initiatives

Skills and attributes for success

Core Skills:

• Strong understanding of Delivery Excellence, Quality Management, and Service Governance
• Advanced analytical and problem‑solving skills
• Excellent stakeholder communication and influencing abilities
• Ability to operate independently across multi‑account, multi‑geography environments
• Strong documentation, governance, and reporting discipline

Technical & Methodological Expertise:

• Quality Management Systems (QMS)
• Agile, Waterfall, and hybrid delivery methodologies
• Metrics, KPIs, and performance analysis
• Risk management and escalation handling
• Project and service delivery auditing

To qualify for the role, you must have

• 10+ years of experience in Delivery Excellence, Quality, Service Management, or IT Governance
• Strong exposure to software delivery, consulting, or managed services environments
• Proven experience managing delivery risks, escalations, and quality reviews
• Ability to engage across multiple organizational levels, including leadership

Ideally, you’ll also have

• Experience with tools such as JIRA, Azure DevOps, TFS
• Knowledge of ITIL v4, Lean, Six Sigma, DevOps, and automation practices
• Experience supporting ISO / CMMI / industry quality certifications
• Exposure to global delivery models and offshore–onshore governance

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across nine locations –  Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

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