SM Service Quality Assurance

Role Overview: As a SM Service Quality Assurance consultant at Ernst And Young LLP, part of the Service Management team, you will play a major role in delivering EY's strategic initiatives through continuous improvement. Your focus will be on portfolio operational stability, building a continual improvement culture, operational standardization, and optimization of business processes. Your expertise will be crucial in identifying existing problems within portfolios and driving efficiency by mentoring stakeholders towards creating value, promoting growth, and stability. Key Responsibilities: - Manage end-to-end service management activities for the portfolio and meet defined SLA/KPI/performance targets - Communicate with key stakeholders to share important learnings and best practices - Provide overall practice guidance to consultants and portfolios in areas such as incident, problem, service knowledge, transition, service catalogue, service request, and change management - Work closely with portfolio leads and their teams to improve service stability through data analysis and drive improvement projects - Enforce a measurable level of effectiveness and a culture of continual improvement - Develop, support, and implement delivery practices to meet business objectives - Conduct regular reviews and audits to ensure adherence to defined delivery processes - Champion service excellence to improve customer perception Qualifications Required: - 12+ years of experience in Service Management & Quality Management - Strong analytical mindset and logical thinking capability - ISO 20K, Six Sigma Black Belt certification - Knowledge of Microsoft PowerBI and ServiceNow reporting - Ability to engage senior executives in cross-business discussions and escalate complex issues - Proficiency in Microsoft Office products and knowledge sharing tools such as SharePoint, Yammer, and Microsoft Teams - Excellent management skills including staff oversight, setting objectives, coaching, and counselling for improvement Company Details: EY is dedicated to building a better working world by creating new value for clients, people, society, and the planet. With a focus on data, AI, and advanced technology, EY teams help clients shape the future with confidence. Operating across assurance, consulting, tax, strategy, and transactions services, EY's globally connected network can provide services in more than 150 countries and territories.,