About this role
<div style="font-family:Arial;font-size:1.0em"> <p>At EY, we’re all in to shape your future with confidence. </p> <p>We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. </p> <p>Join EY and help to build a better working world. </p> </div> <div style="font-family:Arial;font-size:1.0em"> </div><p style="margin:0.0in 0.0in 8.0pt 0.25in;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Job Title: Service Excellence Leader (Black Belt) – MS EY Comply</strong></span></p> <p style="margin:0.0in 0.0in 8.0pt 0.25in;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Experience Level: Manager/ Senior Manager</strong> 1 </span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt 0.25in;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Role Overview </strong></span></p> <p style="margin:0.0in 0.0in 8.0pt 0.25in;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">We are hiring multiple Process/Service Excellence Leaders to drive service and operational excellence across Managed Services engagements in specialized domains. </span></p> <p style="margin:0.0in 0.0in 8.0pt 0.25in;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Candidates must possess strong domain knowledge in regulatory reporting, compliance frameworks, and asset management to ensure adherence to industry standards, mitigate risks, and optimize governance processes. </span></p> <p style="margin:0.0in 0.0in 8.0pt 0.25in;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">These leaders will be responsible for ensuring delivery quality, adherence to SLAs, embedding best practices, and leading continuous improvement initiatives leveraging Six Sigma, ITIL4, AI, and Automation. </span></p> <p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <ul> <li style="line-height:115%;font-size:10.0pt;font-family:arial, helvetica, sans-serif"> <ul> <li style="line-height:115%;font-size:10.0pt;font-family:arial, helvetica, sans-serif"> <p style="margin:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif">Core TechOps Operating Model Expertise<br>o Strong working knowledge of end-to-end managed services lifecycle: Transition → Steady State → Continuous Improvement → Renewal<br>o Deep understanding of run operations constructs: Incident, Problem, Change, Service Request, Knowledge Management<br>o Service Level Management (SLAs, OLAs, XLAs) <br>o Familiarity with operational KPIs: MTTR, MTTA, backlog, ticket ageing, FCR, availability, capacity utilisation<br>• Platform & Infrastructure Context<br>o Exposure to one or more TechOps domains: AMS, SAP, Guidewire / Insurance, Cloud operations (Azure/AWS/GCP), Digital Engineering<br>o Ability to understand tooling ecosystems: ITSM tools (ServiceNow, Remedy, etc.)<br>o Monitoring/observability tools (Dynatrace, AppDynamics, Azure Monitor, etc.)<br>• Automation Strategy in TechOps<br>o Ability to identify automation opportunities across: Ticket lifecycle (auto-assignment, categorisation, resolution); Monitoring & alerting (event correlation, alert noise reduction); Runbook automation / self-healing scripts<br>o Ability to work across tools: ITSM + monitoring + automation + dashboards<br>o Drive: Integrated control towers / dashboards / cockpits for real-time insights <br>o Enable visibility into: Predictive insights, early warning signals, and risk trends</p> </li> </ul> </li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt 0.25in;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Required Skills & Qualifications </strong></span></p> <ul> <li style="line-height:115%;font-size:10.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Experience: </strong>15+ years in IT/ITES Managed Services delivery, with at least 5 years in a leadership role. </span></li> <li style="line-height:115%;font-size:10.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Certifications: </strong></span> <ul> <li style="line-height:115%;font-size:10.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Six Sigma Black Belt (mandatory)</span></li> <li style="line-height:115%;font-size:10.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">ITIL4 Foundation or higher (preferred) </span></li> </ul> </li> <li style="line-height:115%;font-size:10.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Strong knowledge of AI, automation tools, and digital transformation strategies.</span></li> <li style="line-height:115%;font-size:10.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Proven track record in process excellence and service delivery improvement.</span></li> <li style="line-height:115%;font-size:10.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Excellent communication, stakeholder management, and leadership skills. </span></li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt 0.25in;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Preferred Attributes </strong></span></p> <ul> <li style="line-height:115%;font-size:10.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Strategic thinker with a passion for operational excellence.</span></li> <li style="line-height:115%;font-size:10.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Ability to influence and lead cross-functional teams.</span></li> <li style="line-height:115%;font-size:10.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Strong analytical and problem-solving skills.</span></li> <li style="line-height:115%;font-size:10.0pt;font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Experience in automation, AI/ML adoption, and compliance frameworks. </span></li> </ul><div style="font-family:Arial;font-size:1.0em"> <p><b>EY | Building a better working world </b></p> <p>EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.</p> <p>Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.</p> <p>EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.</p> </div>