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Job Title: Service Excellence Leader (Black Belt) – MS EY Comply
Experience Level: Manager/ Senior Manager 1
Role Overview
We are hiring multiple Process/Service Excellence Leaders to drive service and operational excellence across Managed Services engagements in specialized domains.
Candidates must possess strong domain knowledge in regulatory reporting, compliance frameworks, and asset management to ensure adherence to industry standards, mitigate risks, and optimize governance processes.
These leaders will be responsible for ensuring delivery quality, adherence to SLAs, embedding best practices, and leading continuous improvement initiatives leveraging Six Sigma, ITIL4, AI, and Automation.
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Core TechOps Operating Model Expertise
o Robust working knowledge of end-to-end managed services lifecycle:
Transition → Steady State → Continuous Improvement → Renewal
o Deep understanding of run operations constructs: Incident, Problem, Change, Service Request, Knowledge Management
o Service Level Management (SLAs, OLAs, XLAs)
o Familiarity with operational KPIs: MTTR, MTTA, backlog, ticket ageing, FCR, availability, capacity utilisation
• Platform & Infrastructure Context
o Exposure to one or more TechOps domains: AMS, SAP, Guidewire / Insurance, Cloud operations (Azure/AWS/GCP), Digital Engineering
o Ability to understand tooling ecosystems: ITSM tools (ServiceNow, Remedy, etc.)
o Monitoring/observability tools (Dynatrace, AppDynamics, Azure Monitor, etc.)
• Automation Strategy in TechOps
o Ability to identify automation opportunities across: Ticket lifecycle (auto-assignment, categorisation, resolution); Monitoring & alerting (event correlation, alert noise reduction); Runbook automation / self-healing scripts
o Ability
📌 GDS Consulting Service Excellence Lead-Black Belt (Delhi)
🏢 EY
📍 Delhi