SM Service Quality Assurance

Ernst And Young LLP

Job Description

Job Title:

SM Service Quality Assurance

Scope: Permanent Employee

Function: (Category for Job Posting)

EY Technology Services – ET – Service Management

Sub Function:

SM Service Quality Assurance

Job Summary

As part of ET and EYTS the Service Management team, Service Quality Assurance plays a major role in helping deliver EY’s strategic initiatives through continuous improvement and focus on the following objectives.

• Portfolio Operational Stability
• Building Continual Improvement Culture
• Operational Standardization
• Optimization of business processes.

The Service Management (SM) Service Quality Assurance consultant is responsible for overseeing portfolio engagements

Portfolios today face numerous challenges, many of which are detrimental to operating efficiently. With the ever-changing market landscape and the emergence of new technologies, Portfolios need to continually evolve. SM Consultants provide their expertise to engage their Stakeholders attain efficiency by mentoring and leading towards creating value, promoting Growth and Stability.

Key objectives are:

• Identify existing problems within a portfolio that may be negatively impacting portfolio’s business.
• Workshops/Sessions driving impetus toward relevant Change Methodology e.g. Design Thinking, Lean, Agile, Benchmarking workshops etc.
• Making Inroads on Kaikeku Projects
• Ensuring strong implementation of Business Relationship Management
• Constantly Aligning to Market driven Best Practices Results from Quality and Compliance Reviews currently feed into the following metrics reports

 Roles and responsibilities

• Manage end-to-end service management activities for the Portfolio and meet the defined SLA / KPI / Performance targets
• Communicate with key stakeholders (management, peers, etc) and share important learnings and best practices
• Manage all aspects of the customer relationship and interface along with the Portfolio lead and BRM lead
• Provide overall practice guidance to the consultants, portfolios in the areas of Incident, Problem, Service Knowledge, Transition, Service Catalogue, Service Request and Change management

SM Portfolio Consultant : The objective is to work closely with portfolio leads and their teams to improve overall service stability through data analysis. This would also mean driving improvement projects for the respective portfolio. Oversee performance of each portfolio, drive management meetings with consultants and project desired output to SM leadership

Essential Functions of the Job:

• 12+ years of experience in Service Management & Quality Management
• Uses his/her experience to drive initiatives using industry best practices and tools
• Enforces a measurable level of effectiveness and a culture of continual improvement by enabling portfolios to monitor, measure and review their service management processes and services
• ISO 20K , Six Sigma Black belt, use of DMAIC to complete improvement projects
• Quality System Management, ensure the document control procedure is adopted to approve, review and update all changes critical to documents within the scope of QMS
• Develop, support and implement delivery practices to meet business objectives
• Maintain ITIL Service Management processesExcellent communication skills (written and oral) including technical aspects of a project, ability to develop usable documentation, results interpretation and business recommendations 
• Strong analytic mindset and logical thinking capability, strong QC mindset , knowledge of Microsoft powerBI
• Demonstrates consulting, creativity, critical thinking, project planning, and attention to detail capabilities •
• ServiceNow Reporting with solid understanding of ServiceNow data model.
• Conduct regular, planned review and audit to ensure adherence of defined delivery processes
• Champion service excellence to improve customer perception
• Define and rollout a balanced scorecard for the engagements you are aligned to.

Analytical/Decision Making Responsibilities:

The role is required to demonstrate that you have the practical knowledge and professional capabilities to introduce best practices for IT Service Management systems and consequently improve the organization’s IT processes and services, effectiveness and overall performance.  The role further requires excellent judgment, tact and decision-making abilities to engage senior business partners at the highest level of the organization in negotiating and resolving issues that may be complex in nature, have a wide and cross border/cross business impact, as well as impact current and emerging risk and compliance mandates.
 

Knowledge and Skills Requirements:

• Solid interpersonal skills to engage, as a designated thought leader to senior executives of the firm, in cross business discussions within a matrixed, geographically dispersed organization. Formal materials as well as ideas must be presented clearly and concisely to senior and/or executive management as part of role’s responsibility.  
• The ability to escalate and negotiate complex and conflicting issues, multiple and shifting reporting priorities across a broad spectrum of operating environments and to drive analytical solutions that are both financially sound and operationally feasible.
• Solid individual skills inclusive of time and project management, escalation and negotiation skills within and between levels of the diverse organization of both cultures and work practices.
• Strong working knowledge of ServiceNow
• A strong working knowledge of Microsoft Office products including Excel, Visio and PowerPoint as well as knowledge sharing tools such as SharePoint, Yammer Microsoft Teams to lead activities and discussions on appropriate knowledge sharing.   

Supervision Responsibilities:

The role is generally assigned staff oversight of the SM Service Assurance and quality Management and SM Portfolio consultant lead and requires seasoned management skills inclusive of hiring staff, setting objectives, reviewing accomplishments, coaching for success and counselling for improvement. Assigned staff may be remote based and/or in a work from home setting that will require distance management skills across locations, cultures and time zones. The role itself is generally guided by the Director of ESM
 

Other Requirements:

The role may be one in which the day to day activities will be supervised remotely and across time zones, using telephone, email and instant messaging.   As such the role requires the self-direction and basic autonomy as needed in a remote or work from home arrangement. The role may also require the periodic allocation of additional time on the job to guide and manage multiple demands and escalating issues in critical or time sensitive reporting and oversee that report delivery is on time and with high quality.

Job Requirements

Education:

• At minimum 3 years of College education or related work experience

Experience:

• Approximately 12+ years of experience in a technology operations role and/or in Quality Management and Service management.  Able to exhibit a progression of increasingly complex job responsibilities during the period inclusive of senior staff management.

Certification Requirements:

• ISO 20K, ITIL V3  expert , V4 MP Certification as part of required knowledge of standards and best practices. Good to have Six Sigma Green/Black Belt