Manager - Managed Services Delivery Excellence

TechOps - DEX - MS Excellence - Manager 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. Manager Managed Services Delivery Excellence About Global Delivery Services Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EYs strategy by ensuring effective support to EYs growth agenda. Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom. Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service. Enablement Services provides cost-effective, high-skilled, and innovative services to support EYs global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services. Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation. The Opportunity As a Manager within the Managed Services Delivery Excellence function, you will play a critical role in enabling consistent, highquality delivery across Managed Services Technology, Consulting engagements. You will support senior leadership in driving firmwide Managed Services delivery excellence initiatives that strengthen standardized delivery frameworks, ITSM maturity, governance rigor, and operational performance. This role is focused on embedding ITILaligned IT Service Management (ITSM) practices into consulting and managed services delivery, enabling predictable outcomes, improved client experience, and scalable growth. You will partner closely with engagement teams, onshore stakeholders, and service leadership to drive continuous improvement and delivery consistency across the portfolio. Key Responsibilities Delivery Excellence Support the design, enhancement, and rollout of Managed Services Delivery Excellence frameworks aligned with firm standards, ITIL best practices, and managed services models. Enable consistent application of standardized delivery processes, controls, and quality checkpoints across consulting engagements. Define, track, and report delivery performance metrics (KPIs, SLAs, dashboards) to support leadership governance and decisionmaking. Apply Lean Six Sigma principles to monitor CTQs, defect rates, cycle times, and service performance trends. Use datadriven insights and statistical analysis to provide factbased recommendations and sustain improvements through governance, trend analysis, and control mechanisms. Promote a continuous improvement culture, contributing to Lean Six Sigmaenabled templates, playbooks, and best practices, and mentoring teams in their application . ITSM & ITIL Enablement Act as a Delivery Excellence practitioner with strong ITSM and ITIL orientation, supporting adoption of bestinclass service management practices. Support execution and governance of ITSM processes including Incident, Problem, Change, Request, Knowledge, and Continual Service Improvement. Conduct ITIL and process maturity assessments, identifying performance gaps, inefficiencies, and improvement opportunities. Leverage Lean Six Sigma techniques to improve efficiency, effectiveness, and resilience of ITSM processes. Align ITSM optimization initiatives with SLA outcomes, client experience, and service stability. Operational Excellence & Continuous Improvement Drive root cause analysis for delivery issues and service disruptions using structured Lean Six Sigma tools (e.g., 5 Whys, Fishbone, Pareto). Identify delivery risks, control gaps, and operational inefficiencies in alignment with governance and risk management frameworks. Lead continuous improvement initiatives focused on defect reduction, cycletime improvement, automation readiness, and service reliability. Quantify and track business benefits from improvement initiatives, supporting a shift from reactive to proactive, preventionfocused delivery models. Governance, Reviews & Stakeholder Management Support and conduct delivery reviews, operational reviews, and service health Tec