GDS Consulting Service Excellence Lead-Black Belt
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Job Summary
At EY were all in to shape your future with confidence.
Well help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
Job Title: Service Excellence Leader (Black Belt) MS EY Comply
Experience Level: Manager/ Senior Manager 1
Role Overview
We are hiring multiple Process/Service Excellence Leaders to drive service and operational excellence across Managed Services engagements in specialized domains.
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.
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.
Core TechOps Operating Model Expertise
oStrong working knowledge of end-to-end managed services lifecycle: Transition Steady State Continuous Improvement Renewal
oDeep understanding of run operations constructs: Incident Problem Change Service Request Knowledge Management
oService Level Management (SLAs OLAs XLAs)
oFamiliarity with operational KPIs: MTTR MTTA backlog ticket ageing FCR availability capacity utilisation
Platform & Infrastructure Context
oExposure to one or more TechOps domains: AMS SAP Guidewire / Insurance Cloud operations (Azure/AWS/GCP) Digital Engineering
oAbility to understand tooling ecosystems: ITSM tools (ServiceNow Remedy etc.)
oMonitoring/observability tools (Dynatrace AppDynamics Azure Monitor etc.)
Automation Strategy in TechOps
oAbility to identify automation opportunities across: Ticket lifecycle (auto-assignment categorisation resolution); Monitoring & alerting (event correlation alert noise reduction); Runbook automation / self-healing scripts
oAbility to work across tools: ITSM monitoring automation dashboards
oDrive: Integrated control towers / dashboards / cockpits for real-time insights
oEnable visibility into: Predictive insights early warning signals and risk trends
Required Skills & Qualifications
- Experience: 15 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.
EY Building a better working world
EY is building a better working world by creating new value for clients people society and the planet while building trust in capital markets.
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.
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.
Required Experience:
Senior Manager
About Company
Bij EY Studio+ creëren we transformatieve ervaringen die mensen in beweging brengen en markten vormgeven. We combineren design, technologie en commercieel inzicht, aangevuld met EY.ai, een verenigend platform en aangedreven door ons volledige spectrum van diensten.
