Business Enablement BMO Service Transformation Manager

Business Enablement BMO Service Transformation Manager

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.

At EY, you will have the chance to build a career as unique as you are, with the global scale, support, inclusive culture, and technology to become the best version of you. And we are counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

The opportunity

We are seeking a highly skilled and motivated Service Transformation Manager to join the Methods and Tools team in the Business Management Office (BMO). The Service Transformation Manager will be responsible for managing the transformation of BMO service delivery through the identification, development and management of the methodologies, processes and tools that enable BMO services. This role focuses on improving efficiency, simplifying processes, enhancing customer experience, enabling scalability, and driving innovation in service processes & methods. As a horizontal function across the BMO, this role will oversee the strategic transformation of services, processes and methods across the three functions. This role involves analyzing and documenting current service processes, identifying areas for improvement, and implementing innovative solutions to enhance service efficiency and customer satisfaction.

Your key responsibilities

Planning & Vision:

• Develop and implement service transformation strategies that align with the organization's overall goals. 
• Identify areas for improvement and innovation in service delivery. 
• Define and communicate the vision for future service offerings.

Project Management:

• Oversee the planning, execution, and delivery of service transformation projects. 
• Manage project timelines, budgets, and resources. 
• Ensure projects are delivered on time and within budget.

Change Management:

• Lead and facilitate change management efforts to ensure smooth transitions and minimize disruption. 
• Communicate changes effectively to all stakeholders. 
• Address resistance to change and ensure employee buy-in. 

Process Improvement:

• Analyze existing service processes and identify areas for optimization. 
• Develop and implement process improvements to enhance efficiency and effectiveness. 
• Define and manage interfaces with other service processes.
• Monitor and measure the performance of service processes. 

Service Integration:

• Evaluate and recommend new services & processes to support service transformation initiatives. 
• Define overall roster of BMO services, methodologies and tools that support the BMO, this includes core service definitions and tool requirements
• Manage the implementation & enablement of new services, processes and tools within the BMO  
• Ensure that  methods and solutions are aligned with business needs. 

Stakeholder Management:

• Build and maintain strong relationships with key stakeholders. 
• Communicate project progress and updates to stakeholders. 
• Address stakeholder concerns and issues. 

Data Analysis & Reporting:

• Collect and analyze data to track service performance and identify areas for improvement. 
• Prepare reports and presentations to communicate findings and recommendations. 
• Use data to make informed decisions about service transformation initiatives. 

Skills and attributes for success

• Experience in defining and managing core methodologies and processes within a business management office. 
• Ability to ensure methodologies are pragmatic, fit for purpose, and aligned with shared toolsets. 
• Strong understanding of financial management processes, including planning, forecasting, and product TCO. 
• Capability to partner across various functions to develop and syndicate ideas and change  
• Experience in defining, syndicating, and marketing core service definitions and offerings. 
• Strong decision-making capabilities.
• Proficiency in managing multiple projects simultaneously.
• Experience with project management methodologies (e.g., Agile, Waterfall).
• Strong ability to analyze data and identify trends.
• Proficient in problem-solving and critical thinking.
• Excellent verbal and written communication abilities.
• Ability to present ideas clearly to various stakeholders.
• Strong relationship-building skills.
• Ability to work collaboratively with cross-functional teams.
• Ability to navigate resistance and foster acceptance of new processes.
• Strong understanding of customer needs and expectations.
• Ability to design services that enhance customer experience.
• Ability to align service transformation initiatives with organizational goals.
• Ability to identify inefficiencies and implement effective solutions.
• Flexibility to adapt to changing circumstances and priorities.
• Willingness to learn and embrace new technologies and processes.
• Focus on achieving measurable outcomes and continuous improvement.
• Ability to set and meet performance targets.

To qualify for the role, you must have

• Bachelor’s degree in business administration, Finance, Information Technology, or a related field. 
• Minimum of 5-7 years of experience in service management, transformation, or a related field.
• Proven track record of leading successful service transformation initiatives.

• Proven experience in managing methodologies, processes, and tools within a business management or similar function. 

• Strong understanding of current business management processes leveraged to maintain the rhythm of the business - financial management processes, including planning and forecasting, engagement code management, etc.
• Proficiency in using service management and project management software tools.
• Familiarity with data analytics tools and techniques.

• Excellent project management skills with the ability to manage multiple priorities and deadlines. 
• Lean Six Sigma certification or similar qualifications in process improvement methodologies a plus.

• Strong analytical and problem-solving skills. 

• Excellent communication, negotiation, and interpersonal skills, with the ability to collaborate effectively across functions. 

• Ability to develop and syndicate strategic visions and roadmaps. 

• Experience in defining and marketing service offerings and value propositions. 

• Prior experience in a Professional Services Firm is highly desirable. 

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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