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Role title

Manager – Business Consulting 

Job Summary 
Position Details:  

Job Title        :      Delivery Excellence – Manager

Your Key Responsibilities

Overseeing delivery excellence practice implementation and identify improvement opportunities
Accountable to ensure quality gates / process are followed
Be the first level internal Quality Control team for deliveries
Lead quarterly internal audits/cross audits on the engagements and guide the team for driving improvements
Be the Single Point of Contact on
InfoSec
Data Privacy
Compliance related matters
Publishing monthly dashboard to leadership
Service delivery dashboard and reporting
Drive service delivery improvement initiatives using lean / six sigma
Responsible for ensuring that respective offering’s Process, Guidelines, Checklists and Templates including Standard Operating Procedures are up-to-date and published in QMS.
Ensure appropriate metrics dashboard is defined on project management tools for their competencies
Implementing Agile (Scrum), Waterfall methodologies for the project teams. Enable the project teams to adapt Agile and support the teams in Agile Implementations.
Facilitate project teams on process set up and metrics for their projects according to the scope and type of the project.
Ensure the defined processes and procedures are compiled through Process Compliance checks and Audits.
Plan and conduct project audits and monitor the effectiveness of process implementation at project level.
Perform Gap Analysis and suggest improvements to the delivery teams in reference to industry standard best practices.
Identify RED engagements, work with teams to mitigate risks
Perform reviews and identify actions to address the gaps.
To be a part of weekly connects with Delivery team members and govern the progress of improvement actions.
Process Implementation and Facilitation from Project Creation to Project Closure
Participating in the delivery status calls to monitor the status of the project closely and highlight the issues to the senior management thus helping the team in mitigating risks proactively
Identifying right metrics and performing Metrics Analysis to meet the organization KPIs.
Performing CSAT Analysis on the feedback received and enabling teams to score better CSAT.
Define metrics and perform metrics analysis for all the projects being handled to further help the team in analysing the root cause and improve quality.
Defining all the Operational Excellence Metrics and drawing actions, which help the project, achieve better customer satisfaction.
Ensure the proactive risk management for Consulting projects on weekly basis
Be the Single Point of Contact for all Industry quality Certifications, work with team in implementing the requirements of the certifications
Supporting the Quality team for Organization initiatives driven by leadership like Productivity improvement, automation etc

Skills And Attributes For Success

Strong communication skills and ability to collaborate with business delivery teams.
Ability to drive process and technical audits
Analytical thinking.
Strong team-player and self-started attitude.
Ability to lead diverse teams
Ability to create quality process documentation.
Well organized, attentive to details attitude.

To qualify for the role, you must have

College degree in related technology field (Computer, Engineering, Science, etc.)
Approximately 15 to 18 years of experience as a quality consultant in Delivery Excellence.
Exposure and knowledge about SDLC, Waterfall, SaFE Agile & Scrum methodologies
Exposure and knowledge about CMMi Level 5 process (preferably CMMI 2.0)
Experience in driving improvements using lean/ Six sigma techniques
Exposure & Knowledge on Quality Process & Improvement tools.
Should be able to handle Risk management and customer escalations.
Should be able to interact across different layers within the organization.

Additionally, Good To Have

Knowledge of project management tools like JIRA, TFS, Azure DevOps
Knowledge of DevOps and automation tools
Knowledge of Configuration Management
Knowledge on Project Management
Knowledge on Managed services programs (ITIL V 4)
CISA, SOX, Internal Audits , risk transformation field.

Ideally, you’ll also have

Ability to define processes for teams.
Experience in project audits and reviews.
Ability to drive process improvement initiatives.
Ability to analyse risks and metrics of projects.

What We Look For

A Team of people with commercial acumen, technical experience and enthusiasm to learn new things in this fast-moving environment
An opportunity to be a part of market-leading, multi-disciplinary team of professionals, in the only integrated global transaction business worldwide.
Opportunities to work with EY practices globally with leading businesses across a range of industries

EY | Building a better working world 

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