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Quality-DEx Quality and Methods - AD
Ernst & Young
posted 1d ago
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Job Description
Delivery Excellence COE Leader - GDS Consulting
The EY Global Delivery Services (GDS) Consulting Quality, Delivery Excellence, and Risk Compliance function has been established with the mission of ensuring "zero surprise" delivery and "zero non-compliance."
This function drives comprehensive value across the entire GDS Consulting practice, which operates in a CMMI Level 5 certified environment and manages over 5,000 engagements globally.
We are seeking a highly Delivery Excellence COE Leader for our global competencies and field of plays with strong background in technology delivery and governance. This role is focused on working collaboratively with delivery leaders and delivery partners across the organization ensuring consulting engagements are delivered with the highest levels of quality, efficiency, and predictability, by leveraging CMMI-based methodologies and industrialized processes, advanced tools, and standardized methodologies and also overseeing delivery reviews. You will be responsible for optimizing competencies within the Delivery Excellence function while supporting the scaling of service delivery maturity across regions and consulting service lines.
This is a leadership role that spans across various consulting service lines competencies spread across Technology Consulting, Business Consulting, Risk Consulting, and People Consulting and will be reporting to the GDS Consulting Regional Quality and Delivery Excellence leader.
This is a leadership role that spans across various consulting service lines competencies spread across Technology Consulting, Business Consulting, Risk Consulting, and People Consulting and will be reporting to the GDS Consulting Regional Quality and Delivery Excellence leader.
The objectives of the Consulting Quality, Delivery Excellence (DEx), and Risk Compliance function are as follows
- Ensure the delivery of high-value services to EY clients by implementing industrialized methods, tools, and processes.
- Empower teams with standardized service delivery processes to enhance competencies.
- Integrate with global and regional Consulting, Delivery Excellence, and Smart Delivery leaders.
- Drive value creation through continuous improvement and the transformation of services, with the ultimate goal of achieving zero surprise delivery, exceptional customer experiences, and fostering a culture of quality and excellence.
The primary focus of this role is to drive service delivery maturity to "gold standard" levels across consulting sub-service lines/competencies through the application of consistent,
Essential Functions of the job (Enter the description)
- Delivery Review Leadership
- Own and lead the delivery review process across global GDS Consulting, ensuring timely, thorough, and effective evaluations of consulting engagements.
- Conduct regular delivery reviews to assess performance, identify risks, and ensure alignment with client expectations, project milestones, and quality standards.
- Collaborate with service line leaders to ensure that all high-risk engagements are closely monitored through proactive delivery reviews.
- Facilitate review meetings with senior stakeholders to assess delivery health, highlight any gaps, and ensure immediate corrective actions are taken.
- Optimizing Service Delivery
- Drive the consistent delivery of consulting services by applying industrialized methodologies and processes based on various industry delivery best practices.
- Ensure GDS Consulting service delivery models are scalable, repeatable, and consistently meet client s expectations, focusing on operational efficiency and client satisfaction.
- Partner with delivery leaders across Consulting competency to embed Delivery Excellence into day-to-day operations and client engagements.
- Delivery Excellence Oversight
- Drive the integration of CMMI practices into delivery reviews to assess service delivery maturity, process consistency, and compliance with GDS global quality framework.
- Ensure that delivery reviews cover key areas such as scope, timelines, budget adherence, quality, risk management, and client satisfaction.
- Implement consistent tracking and reporting of key performance indicators (KPIs) based on delivery reviews, providing actionable insights to global leadership.
- Process Optimization & Continuous Improvement
- Identify opportunities for process improvement during delivery reviews and recommend enhancements to existing service delivery models and GDS Consulting QMS.
- Lead continuous improvement initiatives aimed at enhancing delivery effectiveness, reducing risks, and improving overall client satisfaction.
- Leverage data from delivery reviews to build and refine best practices, driving the industrialization of service delivery across regions and service lines.
- Risk Mitigation & Governance
- Act as a key liaison between project delivery teams and risk management to proactively identify and mitigate risks during delivery reviews.
- Establish and enforce a governance framework for delivery excellence, ensuring that quality, risk, and compliance standards are met throughout the delivery lifecycle.
- Provide early warnings on potential delivery challenges based on insights from delivery reviews, ensuring timely interventions and minimizing disruptions to client engagements.
- Stakeholder Engagement & Escalation Management
- Build strong relationships with global and regional consulting leaders to ensure alignment on delivery review objectives and expectations.
- Manage escalations arising from delivery reviews, working collaboratively with project teams and senior leadership to resolve issues and ensure high-quality outcomes.
- Serve as a point of escalation for any delivery performance concerns, working to identify root causes and implement corrective actions.
- Client & Engagement Support
- Support client-facing teams by ensuring that delivery reviews align with client expectations and business objectives, providing insights for the enhancement of client relationships.
- Contribute to the creation of exceptional client experiences by ensuring that delivery reviews focus on both operational excellence and client satisfaction.
- Coaching & Team Development
- Mentor and develop the Delivery Excellence team, focusing on enhancing their capabilities in conducting effective delivery reviews, problem-solving, and driving continuous improvement.
- Ensure that all team members understand and are aligned with delivery review processes, methodologies, and best practices.
- Foster a collaborative and results-oriented culture, encouraging innovation and continuous learning within the Delivery Excellence function.
Analytical/Decision making
- The role is expected to understand and resolve critical delivery, financial, contractual, Commercial, people, client engagement, cross competency delivery issues. The role demands experience and maturity in managing highly complex operating model due to the breadth and depth of stakeholder management spanning across GDS locations, competencies, member firms/regions and clients. Should have good exposure in implementing and execution of delivery risk management and governance frameworks.
- The role would provide guidance, suggestions and define actions to solve delivery, contractual, solution, transition and managed services related issues that have significantly impacted engagement delivery, quality, financials, client relationship. This role is vital in identifying critical engagements through predictive risk assessments and mitigation planning.
- This role becomes even more critical in moving any high-risk RED engagement to Green by establishing a go-to-green action plan by working with all global stakeholders (including EY clients) with conflict management and problem solving and analytical skills. . Importantly the person needs to have the capability to bring in Outside-In perspective based on a very strong well rounded hands-on client services and having established a process driven organization
Education and Experience
- A valid Bachelor / master s degree in information systems / engineering is a must. Candidate should have minimum 14+ years of IT industry experience. Should exhibit strong knowledge of service delivery across various industries/sectors. Extent of the role demands having worked with global client CXOs on contract negotiation, account management, risk identification/mitigation and in selling/delivering of consulting services.
- Exposure to industrialized delivery and having played client relationship roles in one or more geographies. Understanding of competitive landscape on industrialized processes, AI enabled technology and best delivered solutions to enable value through zero surprise delivery. Hands on turn around experience of troubled engagements including financials, delivery, customer relationship issues. Industry exposure in implementing and contributing to CMMi, ISO, Information/Data Security, contract compliance, Sox, Malcom Baldrige excellence models.
Knowledge and Skill requirements
- Proven experience and strong knowledge of Technology Delivery and having played global leadership role in executing large scale, multi-industry, multi-geography engagements/portfolios are highly critical for the success of this role. Deep knowledge and hands-on experience of end-to-end service delivery (sales to solution to service delivery) and capability of risks prediction and identification are critical. Well proven knowledge of contract, engagement financials, solutioning, hands-on service delivery experience in executing critical and complex engagements, implementation of quality frameworks, methodologies with metrics and processes, execution of service delivery processes and establishing governance is a must.
- Good understanding of industry certifications (ISO, CMM and IS) and abilities required to bring in conformances and change management within EY GDS. Visionary in defining and driving organization wide transformation agenda. Implementation of delivery excellence practices across one or more service lines or industry segments. Excellent exposure to industry best practices in adapting and institutionalizing latest delivery practices enabling optimized and no-surprise delivery. Must of have been part of global organizations dealing with multiple global stakeholders, exposure to cross-region ways of working, conflict management capabilities in driving transformation agenda.
Employment Type: Full Time, Permanent
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