01Overview
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
o Solid working knowledge of end-to-end managed services lifecycle: Transition Steady State Continuous Improvement Renewal
o Deep understanding of run operations constructs: Incident, Problem, Change, Service Request, Knowledge Management
o Service Level Management (SLAs, OLAs, XLAs)
o Familiarity with operational KPIs: MTTR, MTTA, backlog, ticket ageing, FCR, availability, capacity utilisation
Platform & Infrastructure Context
o Exposure to one or more TechOps domains: AMS, SAP, Guidewire / Insurance, Cloud operations (Azure/AWS/GCP), Digital Engineering
o Ability to understand tooling ecosystems: ITSM tools (ServiceNow, Remedy, etc.)
o Monitoring/observability tools (Dynatrace, AppDynamics, Azure Monitor, etc.)
Automation Strategy in TechOps
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
o Ability .
