Continuous Improvement And Service Excellence Consultant

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Position Summary:

This role is accountable for the day to day performance of managed services supporting Data & Insights ensuring stable delivery consistent quality and adherence to agreed service levels. It oversees service delivery operations SLAs KPIs and incident management to maintain continuity and resolve issues quickly. The role establishes and maintains delivery processes manages new and change report requests and drives improvements to service efficiency. Working closely with managed service partners ensuring effective business continuity planning and reliable delivery outcomes. The candidate ensures a disciplined demand intake process that converts business needs into delivery ready work with clear scope and accountability. Demand is assessed early for impact and feasibility enabling informed go/no go decisions with business owners. Approved work is scoped and transitioned smoothly into delivery teams ensuring operational control faster decisions and service stability. The role ensures that validated business demand is converted into deliveryready solutions through disciplined incubation focused on feasibility value and execution readiness. Business needs are translated into clearly defined solutions assessed for cost risk and outcomes and progressed through clear go/nogo decisions to maintain delivery focus. Approved initiatives are rapidly prototyped tested and refined before being transitioned into delivery addition the role is accountable for executing change and adoption ensuring reporting updates structural changes and new deliverables are deployed smoothly and communicated effectively. It drives consistent execution of communication access quality and operational processes to ensure a stable enduser experience and continuous improvement across Talent TI&A pillars and extended teams.

The role does not own solution design or analytics development. This remains with the Data & Insights teams and this role is focused on execution readiness deployment and operationalization of agreed deliverables.

Essential Functions of the Job:

• Own end to end operational service delivery for Data & Insights ensuring stable timely and high-quality delivery of reporting and analytics services including service health monitoring and escalation management for IBM reporting team.
• Oversee managed service partners (IBM Reporting EDS TSS VTH) to ensure delivery meets agreed SLAs KPIs quality standards and continuity requirements recognizing vendor oversight as a limited portion of the role.
• Coordinate closely with internal teams and vendors to ensure seamless day to day delivery resolving execution issues and handoffs to minimize disruption and maintain momentum.
• Work directly with reporting and analytics teams to support execution resolve delivery issues and ensure outputs are fit for use.
• Manage new and change report requests ensuring requests are logged assessed scoped prioritized and progressed through delivery within agreed capacity and timelines.
• Execute a controlled demand intake process ensuring all approved work is delivery ready with clear scope ownership and acceptance criteria before entering execution.
• Ensure smooth handoff of approved work into delivery teams maintaining operational discipline and protecting ongoing service stability.
• Execute change deployment and adoption activities ensuring reporting updates enhancements and fixes are released communicated and embedded into day-to-day operations.
• Own execution of delivery communications and adoption including structured content intake review and release through established communication channels ensuring timely and consistent updates to stakeholders and leadership.
• Maintain and enforce reporting documentation operational procedures cost processes and work instructions to support consistent delivery execution.
• Drive continuous improvement in service delivery by reviewing delivery metrics incidents and stakeholder feedback and implementing practical actions to improve efficiency reliability and quality.
• Oversee access management audit readiness and quality checks ensuring compliance with governance controls and delivery standards.
• Lead reporting champion operational forums coordinating execution consistency issue resolution and cross team alignment across analytics D&I and business consulting.
• Maintain active engagement with stakeholders to track delivery performance manage expectations surface risks and address gaps before they impact outcomes.
• Provide delivery-based input to support operational decisions or role justification when required grounded in workload service impact and risk mitigation.
• Drive continuous improvement through practical process reengineering identifying opportunities to simplify standardize and automate service delivery workflows. Support structured improvement initiatives such as operational hackathons or AI squads where appropriate.

Analytical/Decision Making Responsibilities:

• Apply strong professional judgment and understanding of Data Insights to make informed execution decisions that sustain delivery standards manage capacity and protect service outcomes.
• Translate agreed delivery priorities into clear operational actions ensuring processes are consistently applied governed and adjusted to support reliable and highquality service delivery.
• Monitor delivery performance using defined metrics (e.g. cost capacity efficiency service health) and take timely corrective actions to manage risk address issues and maintain service stability.
• Share insights and operational observations with stakeholders to support informed decisionmaking enable issue resolution and improve delivery outcomes across the service.

Knowledge and Skills Requirements:

• Strong operational communication skills to coordinate delivery updates manage expectations and ensure consistent stakeholder awareness without owning insight narratives or analytical interpretation.
• Sound operational discipline in maintaining delivery documentation procedures access controls and quality checks supporting governance and audit requirements rather than analytical standards.
• Ability to monitor service level performance metrics (e.g. SLA adherence incident trends capacity delivery timelines) and take corrective actions to protect service stability and reliability.
• Experience leading operational forums and coordination mechanisms (e.g. reporting champions) focused on execution consistency issue resolution and handoffs between teams.
• Strong stakeholder management capability to surface risks early manage dependencies and resolve delivery issues enabling Data & Insights teams to focus on analytical delivery.
• Demonstrated professional judgment to make execution level decisions that balance delivery priorities capacity constraints and service risk without setting data or analytics strategy.
• Ability to operate effectively in a complex multi stakeholder environment maintaining focus on service excellence continuity and continuous operational improvement.
• Ability to work in partnership with Data & Insights teams supporting delivery readiness deployment and operational adoption of analytics outputs without owning analytics design modeling or insight development.

Supervision Responsibilities:

• Collaborate with extended teams to execute Data & Insights service delivery effectively ensuring day to day operations meet agreed quality performance and service standards.
• Work closely with Digital and wider Talent teams to coordinate execution manage dependencies and resolve delivery issues ensuring smooth handoffs and continuity of reporting and analytics services.
• Lead and manage the service delivery team responsible for operational execution with clear accountability for outcomes effective workload management and adherence to delivery expectations.
• Develop team capability through hands on coaching mentoring and on the job guidance focusing on strengthening execution discipline delivery consistency and service reliability.
• Maintain strong practical working relationships with senior stakeholders across EY practices and functions to unblock delivery issues manage risks and enable timely execution of commitments.
• Foster a culture of collaboration accountability and shared ownership including through reporting champion communities to support consistent execution effective issue resolution and service excellence.

Other Requirements:

• Due to global nature of the role; travel and willingness to work alternative hours will be required
• Due to global nature of the role; English language skills - excellent written and verbal communication will be required

Job Requirements:

Education:

• Educated to degree level
• Higher professional or masters qualification is preferred not required

Certification Requirements:

• Higher professional or masters qualification in a related discipline is preferred not required
• Active membership in related professional bodies or industry groups is preferred not required

Experience:

• Demonstrated experience managing an end-to-end service delivery function for a business including demand intake delivery enablement change management and continuous improvement.
• Proven experience collaborating with Talent Digital and analytics stakeholders to understand business needs shape reporting and data governance processes and enable effective insights delivery.
• Experience working within globally dispersed matrixed teams to enhance services processes and standards across regions functions and delivery models.
• Demonstrable experience delivering results in fast-paced ambiguous and high pressure environments with the ability to adapt quickly and drive outcomes through change.
• Experience working with third party vendors and external system implementers to deliver solutions in line with business expectations while balancing vendor management with broader delivery accountability.
• Demonstrated experience anticipating issues and risks proactively identifying mitigation strategies and navigating challenges to minimize delivery impact.
• Experience conducting internal and external research and analysis leveraging best practices benchmarks and insights to inform service delivery improvements and operating model evolution.
• Demonstrable experience working in collaborative environments and/or providing SMR or advisory support to enable successful change outcomes stakeholder alignment and adoption.

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