EY - Senior Manager - Service Excellence - IT/ITeS Managed Services Delivery

Senior Manager - Service Excellence (15-25 yrs)

Key Responsibilities:

Process & Service Excellence:

- Define and implement frameworks for service quality and operational excellence.

- Drive standardization, automation, and optimization across Managed Services.

Continuous Improvement:

- Apply Lean & Six Sigma Black Belt methodologies to reduce defects andimprove efficiency.

- Identify opportunities for automation and AI-driven enhancements.

- Implement automation and AI-driven solutions for efficiency and cost optimization.

Performance Management:

- Monitor delivery KPIs and operational metrics across assigned domain.

- Drive root cause analysis and implement corrective actions for service deviations..

- Drive initiatives for cost optimization, productivity improvement, and risk mitigation.

- Governance & Compliance

- Ensure adherence to ITIL4 principles and service management best practices.

- Maintain compliance with contractual SLAs, regulatory requirements, and risk controls. -

Domain Leadership:

- Define best practices and ensure alignment with industry standards.

- Develop and enforce domain-specific standards and controls.

Performance Management:

- Monitor KPIs and service metrics; lead root cause analysis for deviations.

- Drive initiatives for cost optimization, productivity improvement, and risk mitigation.

- Stakeholder Engagement

- Partner with clients and internal leadership to ensure transparency and trust.

- Conduct executive-level reviews and present improvement roadmaps.

- Partner with internal functions like Quality, Training, Workforce Management,

- Talent, and others to drive standardization and industrialization across delivery streams.

Required Skills & Qualifications:

- Experience: 12+ years in IT/ITES Managed Services delivery, with at least 5 years in a leadership role.

Certifications:

- Six Sigma Black Belt (mandatory)

- ITIL4 Foundation or higher (preferred)

- Strong knowledge of AI, automation tools, and digital transformation strategies.

- Proven track record in process excellence and service delivery improvement.

- Excellent communication, stakeholder management, and leadership skills.

Preferred Attributes:

- Strategic thinker with a passion for operational excellence.

- Ability to influence and lead cross-functional teams.

- Strong analytical and problem-solving skills.

- Experience in automation, AI/ML adoption, and compliance frameworks. -