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Service Excellence – Senior Manager, Global Managed Services

At EY GDS – a member of the global integrated service delivery center network by EY, Managed Services (MS) is a significant part of our business, comprising more than $7b in revenue with major clients across the globe. We help clients with people based, asset based & integrated solutions, leveraging our deep sector and domain expertise to deliver enhanced value to our clients. In MS we are also ambitious, seeking to more than double our success in the future.

The opportunity

As a Senior Manager of Service Excellence team, you will play a transformative role in building / scaling up of process maturity focussed on improving process efficiency & effectiveness embedding/ enabling automations / leveraging modern tools & technologies supporting transition and Service delivery teams.

Your key responsibilities

Support each competency (domain) within scope from critical transformation/ end to end process improvements perspective through participation in the following activities:

• Drive culture of Service Excellence & continuous improvements across all competencies
• Leverage advanced methodologies of Lean Six Sigma, Kaizen; DMAIC / DFSS (as applicable); and enable identification of opportunities to transform projects through solutioning & execution of key improvement projects yielding in profit maximization. Opportunities could be a combination of process improvements inclusive of automations
• Own the Governance of the projects identified and highlight the support needed from Leadership team in resolving issues and obtain Business case approvals and deliver the target savings
• Lead in building a hi-performing team of Service Excellence professionals. Coach, Guide and Mentor in alignment with the Organizational goals
• Promote cross-functional collaboration; Best practice sharing; Ideation to prioritization & execution of projects
• Lead initiative of creating a Center of Excellence (CoE) teams across the Competencies who can become the evangelist of Service Excellence in driving data driven approaches / processes
• For each competency (domain)., bring in thought leadership of building process maturity frameworks inclusive of improving process efficiency & effectiveness metrics which can be positioned against Industry benchmarks

Skills and attributes for success

• Extensive experience in end-to-end Continuous Improvement of complex Managed Services deals
• Programme and project management experience, including management of global, distributed teams in a complex matrix organization
• Skilled in change management, process design, operating model design and implementations
• Strong written and verbal communication skills for client C-Suite and EY senior stakeholders
• Strong business partnering skills enabling working across teams.
• Ability/credibility to influence key EY and client stakeholders - personal style, experience and approach
• A high level of drive, ability to work independently and deal effectively with ambiguity and change
• Flexibility in working with various EY stakeholders across the world and in different time zones
• A get-it-done mindset

To qualify for the role, you should have

• 15+ years of experience in Manged Services; consulting inclusive of expertise in Finance/ HRO/ Supply Chain/ Technology domains
• 10+ years of demonstrable experience in delivering Continuous Improvement projects in Managed Services
• Experience in client stakeholder management and communication skills with C-level engagement being ideal
• Certified Black Belt with proficiency in Design Thinking and Agile Methodology would be a plus
• Bachelor's degree in relevant field required - Business, Computer Science, Engineering or MBA/ Master’s degree
• Project Management Knowledge/Certification a plus
• Well versed with Tools & Technology – Knowledge/ experience in recent trends (like Robotics; Gen AI etc)

What we look for

• Ability to extend our reputation in the marketplace
• Passion for problem-solving and helping our clients with some of their most complex issues
• Ready to Travel (as necessary)
• Base location could be Bangalore/ Gurgaon

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – 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.

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