Assistant Director_Service Excellence - Strategy and Initiatives

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Role title  :  Assistant Director – Service Excellence 

Job Summary

Support the Service Excellence Leader in shaping, driving, and governing the Service Excellence agenda across GDS by enabling strategy execution, driving insights, and ensuring structured governance, reporting, and compliance.

Acts as a central orchestration layer between strategy, execution teams, and leadership—ensuring initiatives translate into measurable outcomes.

Key Role and Responsibilities

As a consultant, the Assistant Director will provide strategic insights and solutions to drive service excellence. They will support team members and business teams , fostering a culture of continuous improvement and professional growth. By leveraging their expertise, the Assistant Director will guide the implementation of best practices and innovative methodologies within the organization.

Strategy & Thought Leadership Enablement

• Support the Service Excellence Leader in defining and articulating the Service Excellence strategy and roadmap


• Conduct research, benchmarking, and internal analysis to inform strategic decisions


• Develop executive-level presentations, viewpoints, and communication artefacts


• Translate leadership vision into structured initiatives, frameworks, and action plans


• Support in shaping new service excellence initiatives (AI, automation, quality, governance)

Initiative Governance & Transformation Tracking

• Establish and manage a central initiatives tracker across Service Excellence programs


• Monitor execution of transformation initiatives (CI, digital, process excellence)


• Track benefits realization, KPIs, and ROI across initiatives


• Flag risks, delays, and dependencies with structured escalation mechanisms


• Drive governance cadence (reviews, dashboards, leadership updates)

Insights, Reporting & Analytics

• Design and manage Service Excellence dashboards (KPIs, maturity, adoption, impact)


• Convert raw data into actionable insights for leadership decision-making


• Support periodic leadership reviews, business updates, and executive reporting


• Integrate data across functions to provide a single view of performance and effectiveness

Governance, Compliance & Standards

• Support implementation of Service Excellence governance frameworks


• Ensure adherence to process standards, quality frameworks, and maturity models


• Assist in process audits, compliance reviews, and documentation governance


• Maintain repository of methods, frameworks, and best practices

Stakeholder Orchestration & Communication

• Act as connective interface across Service Excellence teams, business functions, and leadership


• Ensure alignment between strategy, execution teams, and global stakeholders


• Support leadership in stakeholder engagement and influencing discussions


• Drive structured communication plans for initiatives and programs

Continuous Improvement & Capability Support

• Support rollout of CI, agile, quality, and AI-led capability programs


• Assist in organizing workshops, training initiatives, and awareness programs


• Enable identification of improvement opportunities and value creation initiatives

Core Skills

• Proven leadership experience in a similar role with a focus on service excellence, delivery excellence, or business excellence.


• Strong understanding of project and program management methodologies and quality management systems.


• Practical experience in implementing quality systems such as ISO, Agile Practice, and Delivery Excellence Practices in medium to larger business units.


• Strategic thinking and problem-solving abilities.


• Good understanding of tools and technology and their application, such as RPA, AI, Copilot, and Power App.


• Usage of AI tools for enhanced productivity and be the advocate of AI tool usage.


• Effective communication and influencing skills to drive results and build relationships with business leaders.


• Proficient in metrics reporting, management, and governance.


• Bachelor's or Master's degree, preferably with an engineering or management background.


• Certified Six Sigma Black Belt or Lean Certified Practitioner or Champion.


• Familiar on working and driving project through agile methodology.


• Over 14 years of experience in professional services or a related industry.


• Certification not mandatory, but any maturity model, process, and methods would be a bonus.


• Experience working with various stakeholders and cultural intelligence to work with a wide range of people from different backgrounds, geographies, and countries.


• Ability to lead teams with 10+ Black Belts and influence teams that may not be directly reporting to the person.

We invite you to take on this crucial role to facilitate transformative change and enhance excellence within our service delivery operations. Your leadership and expertise will be essential in achieving our objectives and upholding EY’s standard of excellence.

Skills and attributes for success

• Stakeholder Management


• Global Mindset


• Influencing and Negotiation skills


• Change Management, Adaptability and Agility


• Process Engineering skill sets.


• Innovative mindset and ability to relevant models suiting to the context

What we look for

A person who has the energy and enthusiasm to initiate change with appropriate intentions. Demonstrates a commitment to positively impacting the overall situation. Focuses on finding solutions and is willing to ask questions to develop creative resolutions. Genuine, approachable, and capable of uniting a team to work collaboratively towards a shared vision.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.


• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.


• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.


• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

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