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Job Title: Service Excellence Leader – Managed Services

Employment Type: Full-Time

Experience Level: Senior Manager

Role Overview

This leaders will be responsible for ensuring delivery quality, adherence to SLAs, embeddingbest practices, and leading continuous improvement initiatives leveraging Six Sigma, ITIL4, AI,and Automation.

Key Responsibilities

Process And 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 and improve 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 And 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 And 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.

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.