At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Cross Solution – Process Improvement Program Manager, Global Managed Services

At EY GDS – a member of the global integrated service delivery center network by EY, Managed Services (MS) is a significant part of our business, comprising more than $7b in revenue with major clients across the globe. We help clients with people based, asset based & integrated solutions, leveraging our deep sector and domain expertise to deliver enhanced value to our clients. In MS we are also ambitious, seeking to more than double our success in the future.

The opportunity

The purpose of this position is to lead transformation, profit expansion, service excellence across managed service solutions/service lines through combination of strategies: commercial, technology, process, digital, data, knowledge & people in order to drive profit expansion, improve client experience, reduce risk and improve service quality across GMS client relationships.

Your key responsibilities

• Lead transformation, profit expansion, service excellence portfolio
• Build and implement normative models for transformation, service excellence and digital (& AI) infusion
• Play the role of a Strategic change leader
• Pitching business cases to clients and client partners
• Lead complex combination of strategies: commercial, technology, process, digital, data, knowledge & people
• Own and deliver on a profit expansion mandate with clear annual target ($)
• Lead large portfolio of transformation projects for managed service clients across sectors and offerings
• Portfolio and Project governance, monitoring and reporting to leadership team and client organization
• Estimate and report benefits in terms of commercial impact, brand reputation, efficiency, revenue, profit and risk elimination
• Opportunity sizing and investment sizing and report/track portfolio and project level ROI
• Head Program management / governance office (PMO/PGO) / design and implement PMO/PGO practices and frameworks

Skills and attributes for success

• Business analysis & design thinking
• Process re-engineering skills (Lean, sixsigma)
• Digital tool toolset (Workflow/IPA/BI/AI-ML)
• Scaled Agile (SAFe) or SCRUM
• Organizational change management (OCM)
• Enterprise Architect (TOGAF)
• Project Management (PMP)
• 14 to 19 years of experience

To qualify for the role, you must have

• MBA
• Prior experience in managed service / consulting / BPO / service delivery operation in a client facing transformation role (12+ years)
• Experience in large portfolio leadership, execution & delivery
• Demonstrated industry leader in significant efficiency / profit expansion
• Experience in interacting with senior client personnel including C-level
• Deep experience in Technology and Data transformation in an Agile / Scrum environment
• Be proficient in assessing options (e.g. commercial, risk, performance and cost-benefit) and informing decision-makers with persuasive visualizations based upon assessment outputs
• Experience in Target Operating Model Design for managed service
• Can coordinate / collaborate with teams & stakeholders in multiple geographies
• Manage Matrix teams with participants in multiple geographies
• End to end exposure in Managed Service Deal Life Cycle from go-to-market, solution design, commercial, pricing, TOM, Transition and Delivery
• This role requires flexibility in working with various Client and EY stakeholders across the world and in different time zones
• You need to have core understanding of the big four and their got-to-market propositions
• Ready to travel if required

Ideally, you’ll also have

• Experience in integrated managed / outsourced services solutions primarily around
  • Risk: Transform the risk and controls functions and outcomes of the business, including enterprise risk, enterprise resilience, compliance, internal audit, and controls and protect value across stakeholders in the long term
  • Finance: transform their finance functions and drive value creation by making finance more agile (responsive, insightful and efficient) to support better scalability, decision-making and enterprise-wide performance
  • Integrated Workforce Mobility: Tax, Immigration, Compensation, Assignment & Social Security
  • IT outsourcing models, Cloud/Saas/Paas solutions and the role of IT in digital change
• You may have certification in LSS, CSM, SAFe, TOGAF, PMP, CBAP, CSPO, OCM
• Proficiency in Design Thinking and Agile Methodology
• Experience in Data Flow Designs / Data Architecture exposure
• Managed Service pre sales experience

What we look for

• Ability to extend our reputation in the marketplace
• Passion for problem-solving and helping our clients with some of their most complex issues

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

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