Sm Service Quality Assurance - Bengaluru, India - EY

Verified Company

Bengaluru, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

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.

Ernst &Young LLP

Job Title:
SM Service Quality Assurance

Scope:
Permanent Employee

Function:
EY Technology Services - ET - Service Management

Rank Code:
Assistant Director

Sub Function:
SM Service Quality Assurance

Job Summary:

As part of ET and EYTS the Service Management team, Service Quality Assurance plays a major role in helping deliver EY's strategic initiatives through continuous improvement and focus on the following objectives.
Portfolio Operational Stability
Building Continual Improvement Culture
Operational Standardization
Optimization of business processes.
The Service Management (SM) Service Quality Assurance consultant is responsible for overseeing portfolio engagements
Portfolios today face numerous challenges, many of which are detrimental to operating efficiently. With the everchanging market landscape and the emergence of new technologies, Portfolios need to continually evolve. SM Consultants provide their expertise to engage their Stakeholders attain efficiency by mentoring and leading towards creating value, promoting Growth and Stability.

Key objectives are:

Identify existing problems within a portfolio that may be negatively impacting portfolio's business.
Workshops/Sessions driving impetus toward relevant Change Methodology e.g. Design Thinking, Lean, Agile, Benchmarking workshops etc.
Making Inroads on Kaikeku Projects
Ensuring strong implementation of Business Relationship Management
Constantly Aligning to Market driven Best Practices Results from Quality and Compliance Reviews currently feed into the following metrics reports

Roles and responsibilities

Manage endtoend service management activities for the Portfolio and meet the defined SLA / KPI / Performance targets
Communicate with key stakeholders (management, peers, etc) and share important learnings and best practices
Manage all aspects of the customer relationship and interface along with the Portfolio lead and BRM lead
Provide overall practice guidance to the consultants, portfolios in the areas of Incident, Problem, Service Knowledge, Transition, Service Catalogue, Service Request and Change management
SM Portfolio Consultant : The objective is to work closely with portfolio leads and their teams to improve overall service stability through data analysis. This would also mean driving improvement projects for the respective portfolio. Oversee performance of each portfolio, drive management meetings with consultants and project desired output to SM leadership

Essential Functions of the Job:

8 to 10+ years of experience in Service Management & Quality Management
Uses his/her experience to drive initiatives using industry best practices and tools
Enforces a measurable level of effectiveness and a culture of continual improvement by enabling portfolios to monitor, measure and review their service management processes and services
ISO 20K, Six Sigma, use of DMAIC to complete improvement projects
Quality System Management, ensure the document control procedure is adopted to approve, review and update all changes critical to documents within the scope of QMS
Develop, support and implement delivery practices to meet business objectives
Maintain ITIL Service Management processes
Excellent communication skills (written and oral) including technical aspects of a project, ability to develop usable documentation, results interpretation and business recommendations
Strong analytic mindset and logical thinking capability, strong QC mindset, knowledge of Microsoft powerBI
Demonstrates consulting, creativity, critical thinking, project planning, and attention to detail capabilities
ServiceNow Reporting with solid understanding of ServiceNow data model.
Conduct regular, planned review and audit to ensure adherence of defined delivery processes
Champion service excellence to improve customer perception
Define and rollout a balanced scorecard for the engagements you are aligned to.

Analytical/Decision Making Responsibilities:

The role is required to demonstrate that you have the practical knowledge and professional capabilities to introduce best practices for IT Service Management systems and consequently improve the organization's IT processes and services, effectiveness and overall performance. The role further requires excellent judgment, tact and decisionmaking abilities to engage senior business partners at the highest level of the organization in negotiating and resolving issues that may be complex in nature, have a wide and cross border/cross business impac