Area Quality and Governance Lead

Area Quality and Governance Lead

Location: Wrocław
Hybrid model: 2 days 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 Quality and Governance Lead is the primary interface between the Device Experience and Platforms team and the managed services provider, and is responsible for managing the outsourced arrangement and relationship. This role ensures that the vendor delivers high quality services aligned with contractual obligations, performance metrics, and business objectives. The Governance Lead acts as a key liaison between internal stakeholders and the vendor, driving accountability, service excellence, and continuous improvement through structured governance frameworks, performance monitoring, and effective issue resolution.

This role will focus on fostering collaboration, enhancing service delivery, and implementing initiatives that improve operational efficiency. By leveraging analytical insights and strategic decision-making, the Quality and Governance Lead plays a key role in optimizing vendor performance and overall success of EY's business goals.

Essentially, this role requires a professional with a solid foundation in vendor governance, contract management, and IT service delivery.

 Your key responsibilities

• Effectively partners with Managed Service provider to ensure contractual and EY business requirements are met.
• Develops and demonstrates an in-depth knowledge of the services agreement.
• Evaluates vendor performance by monitoring service levels and implementing service improvement plans to optimize efficiency and effectiveness.
• Collaborates with Product Owners to gather feedback on vendor performance, identify opportunities for improvement, and address issues and challenges to enhance service quality.
• Leads governance meetings, service reviews, and performance reviews to ensure accountability, track progress, and drive continuous improvements aligned with business objectives.
• Monitors service performance metrics, including SLAs and KPIs, analyzing trends and discrepancies to proactively mitigate risks, resolve inefficiencies, and ensure compliance.
• Collaborates with the vendor to drive innovative solutions that enhance operational efficiency, leveraging new technologies and industry best practices.
• Drives internal customer satisfaction surveys, utilizing NPS insights to gather feedback and develop action plans that enhance service delivery and improve customer experience.
• Leads the process to implement new Statements of Work for new projects and amendments, ensuring alignment with the current Master Services Agreement.
• Implement risk management strategies to identify and mitigate potential issues with the managed services provider, ensuring business continuity.
• Monitors end to end service performance and provider service levels and determines the actions and impact on the outsourced partner relationship / contractual agreement. 
• Ensures rigorous application of pricing terms and maintains awareness of market pricing.
• Manages the risks identified throughout the lifecycle of the agreement, i.e., quality, end user acceptance, business disruption, customer satisfaction. 
• Identifies and executes service improvement initiatives for both internal processes and service provider performance, ensuring enhanced efficiency and effectiveness in service delivery.

Analytical/Decision Making Responsibilities:

• The role requires decision-making responsibilities based on review and analysis of outsourced service levels and customer / user experience. Excellent analytical skills are required to identify opportunities for service and process improvement.
• This role receives minimal oversight and is expected to be able to work independently and to shape the agenda and priorities around the Governance capability.

Supervision Responsibilities:

• Performs a strong influencing role e.g. with the outsourcing-partner, Service Delivery capability, other IT and non-IT functions

Skills and attributes for success

• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.
• Ability to work and team with a multitude of different people to balance demands.
• Experience of client side in an outsourced IT environment - building, managing and refining global Vendor relationships.
• Experience in defining and improving business processes associated with vendor management.
• Dispute resolution, negotiation and influencing skills.
• Strong stakeholder management, problem management, diagnosis and problem-solving skills.
• Knowledge of Vendor Management and the contractual, procurement and governance elements of this.
• Financial Management, budget setting and monitoring.
• Background in overseeing continuous improvement initiatives across multiple sites / countries.
• Experience in developing, refining and analysing SLAs and performance scorecards, including benchmarking.
• Able to achieve and demonstrate value for money delivery of services through Vendors.  This will be based on robust Management Information frameworks and processes. 
• General IT fluency (including knowledge of emerging IT technology and end-user experience trends) in a customer focused environment.

Education:

• A business degree, or equivalent work experience

Experience:

• 7-10 years of experience in all aspects of IT management and operations
• Proven experience in vendor management, performance evaluation, and service improvement
• Strong analytical skills with the ability to interpret data and make informed decisions
• Strong commercial experience in a global vendor management role

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across ten locations –  Argentina, China, 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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