Delivery Excellence Quality Manager

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. 

EY GDS - Delivery Excellence Quality – Manager 

Within last decade, cost of delivery and Delivery excellence has become the most critical factors to run successful and popular businesses spread around the globe. To support such a dynamic and fast paced IT transformation industry, we are using various cutting-edge Delivery Excellence models and tools with relentless focus on automation to offer best in class and tailor-made solutions to our clients. 
As a part of our global team you will be part of GDS projects as Delivery Excellence management professional. You will be involved in working on challenging problems and creating next generation delivery excellence platforms.

The opportunity
We are offering you a critical role in the organization. You will use the most advanced Quality models to implement the newest delivery excellence solutions. This position includes possibility to interact within international environment and work with the most recognizable and influential players in Delivery Excellence space.
Job Title: Manager - Quality Assurance and Service Delivery
Location: Philippines 

About the Role:
As a Manager in our Quality Assurance and Service Delivery team, you will play a pivotal role in overseeing the implementation of quality standards and identifying improvement opportunities within our projects. You will be responsible for ensuring the quality of deliverables and supporting the team in optimizing service delivery processes.

Key Responsibilities:
•    Oversee the implementation of quality standards and identify opportunities for improvement within project deliverables.
•    Act as the first level of internal Quality Control for project deliveries.
•    Conduct quarterly internal delivery reviews and provide guidance to the team for optimizing delivery processes.
•    Serve as the Single Point of Contact for:
•    Publishing monthly dashboards to leadership.
•    Service delivery reporting and dashboard management.
•    Driving service delivery improvement initiatives.
•    Ensure that all process documentation, guidelines, checklists, and templates are up-to-date and published in the Quality Management System (QMS).
•    Define appropriate metrics dashboards within project management tools for their competencies.
•    Implement Agile (Scrum) and Waterfall methodologies, enabling project teams to adapt and support Agile implementations.
•    Facilitate project teams in setting up processes and metrics according to project scope and type.
•    Conduct process compliance checks and audits to ensure adherence to defined processes and procedures.
•    Plan and conduct project audits, monitoring the effectiveness of process implementation at the project level.
•    Perform gap analyses and recommend improvements based on industry best practices.
•    Identify high-risk engagements and collaborate with teams to mitigate associated risks.
•    Participate in weekly meetings with delivery team members to monitor progress on improvement actions.
•    Support the project lifecycle from creation to closure, ensuring process implementation and facilitation.
•    Engage in delivery status calls to monitor project status and proactively highlight issues to senior management.
•    Analyze metrics to meet organizational KPIs and perform Customer Satisfaction (CSAT) analysis to enhance team performance.
•    Define operational excellence metrics and develop actions to improve customer satisfaction.
•    Manage proactive risk assessments for consulting projects on a weekly basis.
•    Act as the Single Point of Contact for industry quality certifications, collaborating with teams to implement certification requirements.
•    Support organizational initiatives driven by leadership, such as productivity improvement and automation.
Skills and Attributes for Success:
•    Strong communication skills with the ability to collaborate effectively with business delivery teams.
•    Proficient in driving process and technical audits.
•    Analytical thinker with a strong team-player attitude.
•    Ability to lead diverse teams and create quality process documentation.
•    Well-organized with a keen attention to detail.
To Qualify for the Role, You Must Have:
•    A college degree in a related technology field (Computer Science, Engineering, etc.).
•    Approximately 8 to 12 years of experience in delivery and service excellence within software delivery.
•    Knowledge of Software Development Life Cycle (SDLC), Waterfall, and Agile methodologies (Scrum, SaFE).
•    Familiarity with CMMI Level 5 processes (preferably CMMI 2.0) and experience with CMMI certifications.
•    Understanding of quality processes and improvement tools.
•    Experience in risk management and handling customer escalations.
•    Ability to interact across various organizational levels.
Additionally, Good to Have:
•    Knowledge of project management tools such as JIRA, TFS, or Azure DevOps.
•    Familiarity with DevOps and automation tools.
•    Understanding of Configuration Management and Lean/Six Sigma methodologies.
•    Knowledge of Managed Services programs (ITIL V4).
What We Look For:
•    A team of individuals with commercial acumen, technical expertise, and a passion for learning in a dynamic environment.
•    An opportunity to be part of a market-leading, multi-disciplinary team of professionals in a globally integrated transaction business.
•    Opportunities to collaborate with EY practices worldwide, engaging with leading businesses across various industries.

What working at EY offers

At EY, we’re dedicated to helping our clients, from start–ups to Fortune 500 companies — and the work we do with them is as varied as they are.
You get to work with inspiring and meaningful projects. Our focus is education and coaching alongside practical experience to ensure your personal development. We value our employees and you will be able to control your own development with an individual progression plan. You will quickly grow into a responsible role with challenging and stimulating assignments. Moreover, you will be part of an interdisciplinary environment that emphasizes high quality and knowledge exchange. Plus, we offer:

•    Support, coaching and feedback from some of the most engaging colleagues around
•    Opportunities to develop new skills and progress your career
•    The freedom and flexibility to handle your role in a way that’s right for you

About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Join us in building a better working world.  

Apply now

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