TechOps - DE - AMS - CII And Delivery Excellence - Manager

Position Title: TechOps - Manager – Digital Engineering Operations – CII and Delivery Excellence Lead

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 in EY GDS Tech Ops practice, you will drive operational excellence by analyzing processes, identifying inefficiencies, and implementing solutions using Lean, engineering or ITIL methodologies.

You will improve delivery excellence by driving continuous process improvement, tracking key performance indicators (KPIs), reducing waste, increasing productivity, and ensuring alignment with EY’s quality standards and client expectations. This role requires a manager with experience in implementing continuous improvements, innovation and driving delivery excellence in managed services digital engineering engagements, with a balance of hands-on process transformation and management skills.

Your Key Responsibilities

• Drive operational excellence by mapping existing processes to identify bottlenecks and redesign workflows to eliminate waste, optimizing for speed, accuracy, and scalability.
• Lead cross-functional projects to improve productivity, quality, and cost-efficiency.
• Apply Lean, Six Sigma, ITIL, and Agile frameworks to achieve measurable improvements in operational performance.
• Develop, document, and implement standard operating procedures (SOPs) to ensure consistency and prevent the recurrence of issues.
• Monitor KPIs and create visual management tools (dashboards) to evaluate the success of improvements.
• Act as a change agent, training team members on continuous improvement tools to build a proactive, data-driven culture.
• Drive delivery excellence initiatives, track & adhere to contractual metrics, and ensure compliance to EY delivery, quality, and compliance standards.
• Manage RAID log, escalations, voice of customer, SLAs and KPIs.
• Automate governance, use AI-driven tools/chatbots for routine tasks, and drive implementation of tools and dashboards.
• Collaborate with engineering, AI, Automation, and delivery excellence stakeholders to identify, improve, and industrialize delivery excellence and process transformation initiatives.
• Drive adoption of best practices, tools and accelerators across engagements and practices.
• Identify strategic opportunities, fostering a culture of creativity, and managing the end-to-end innovation pipeline, implementing new ideas, leading collaboration sessions, hackathon, and overseeing projects from conceptualization to execution.
• Drive operational excellence by improving ticket productivity, mean time to resolution, real time dashboards, workflow automation, process improvements, and continuous improvement initiatives.
• Manage service level agreements (SLAs), performance metrics, and governance frameworks related to EY quality standards and client contracts.
• Lead, mentor, and coach operations engineers to drive continuous improvement and innovation.
• Ensure compliance with EY’s risk management and security standards.

Skills and attributes for success

• Strong ability to analyze complex data to drive evidence-based decisions.
• Strong interpersonal skills, communication, and project management skills to influence teams and lead.
• Expertise in Agile/Scrum or Waterfall methodologies.
• Strong understanding of quality, risks, governance, compliance, and delivery standards.
• Strong track record in managing delivery quality, project execution, and cross-functional collaboration.
• Excellent communication, leadership, and stakeholder management skills.
• Relevant certifications such as Agile frameworks or Six Sigma is a plus.

To qualify for the role, you must have

• Bachelor’s degree in Business, Engineering, Operations, or related field.
• 12+ years of experience in delivery, IT operations, or managed services, with at least 5 years in driving process transformation, continuous improvements, delivery excellence and innovation.

What we look for:

• Analysing complex data to drive evidence-based decisions and understanding of quality, risks, governance, compliance, and delivery standards.
• Expertise in Agile/Scrum or Waterfall methodologies.
• Problem solvers with a proactive approach to troubleshooting and optimization.
• Team players who can collaborate effectively in a remote or hybrid work environment.
• Detail-oriented professionals with strong documentation skills.

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.