GMx Service Excellence -Manager- Delivery Improvement

GMX- Manager- Delivery Improvement

At EY GDS – a member of the global integrated service delivery center network by EY, Managed Services (MS) is a significant part of our business, comprising more than $7b in revenue with major clients across the globe. We help clients with people based, asset based & integrated solutions, leveraging our deep sector and domain expertise to deliver enhanced value to our clients.

GMx is part of the Managed Services Global Enabled Business Unit (MS GEBU) that provides end-to-end support for Managed Services (MS) opportunities — from solutioning and pricing to negotiation, contracting, transition, risk management and delivery improvement. Its purpose is to make MS expertise more accessible across Super Regions and Service Lines, as well as to reduce firms risk, reduce fragmentation and improve consistency. GMx will enable EY to better respond to the increasing volume and complexity of managed services opportunities while supporting consistent, high-quality client experience

The opportunity

This team is responsible for identifying systemic bottlenecks, developing and implementing best practices, tools, and methodologies, and driving continuous improvement to elevate client satisfaction and maximize project profitability.

Delivery Improvement Senior Manager, will be a change agent, working directly with project teams, practice area leads, engagement leaders, and operational groups to transform how we deliver value to our clients.

Your key responsibilities

• Extensive experience (10+ years) in a role focused on enterprise function analysis, benefits realization, performance management, or management consulting.


• Process and Methodology Improvement
  
  
  
  • Analyze and Map Processes: Conduct detailed analysis of current project delivery lifecycle, from initiation to closure, to identify pain points, inefficiencies, and risks.
  
  
  • Drive Standardization: Facilitate the adoption of consistent tools and techniques across different practice areas and geographies, roll out standardized project management methodologies, and best practices (e.g., streamlined reporting, risk management frameworks, quality assurance protocols).
  
  
  
  


• Value Definition
  
  
  
  • Root Cause Analysis: Lead deep-dive sessions and Root Cause Analysis (RCA) to understand underperforming projects and recommend corrective actions.
  
  
  • Collaborate with project teams and clients early in the engagement to define KPIs, SLAs and quantify potential value drivers (e.g., cost reduction, revenue increase, efficiency gains, risk mitigation) and establish baseline performance metrics
  
  
  • Champion Best Practices: Act as a subject matter expert and internal consultant to project teams, helping them apply delivery best practices in real-time.
  
  
  
  


• Value realisation
  
  
  
  • Design and implement mechanisms for the continuous monitoring of defined KPIs post-implementation.
  
  
  • Conduct quantitative and qualitative analysis to attribute realized benefits directly to the firm's interventions. Prepare and present compelling Value Realization Reports
  
  
  
  


• Stakeholder Engagement & Governance
  
  
  
  • Act as a trusted advisor to clients on value measurement methodologies and benefit sustainment strategies.
  
  
  • Facilitate Value Governance Workshops with client stakeholders to review progress, address roadblocks, and ensure commitment to value capture.
  
  
  
  

Skills and attributes for success

• Qualification: MBA or a Master’s degree in any discipline (quantitative or business focused field (Business administration, Finance & Accounting, Engineering, Technology, MIS, etc.)


• Certifications: Six Sigma (preferred), PMP, data visualization tools (PBI, etc.), CRM/ERP systems (SAP, Salesforce, etc.) certification is a plus


• Analytical and quantitative skills with the ability to interpret complex data, identify trends, and draw clear, action-oriented conclusions.


• Expert proficiency with Microsoft Excel and PowerPoint


• Excellent written and verbal communication skills, with proven ability to communicate complex concepts simply and influence senior stakeholders.


• Demonstrated experience in building financial models (e.g., ROI, NPV, IRR) and developing business cases for major projects or investments is a plus

Core Capabilities: 

• Robust Methodical skills 


• Solid Analytical and problem-solving skills 


• Strong presentation & communication skills 


• Quality oriented personality 

Functional Capabilities: 

• Result-Oriented: A relentless focus on achieving measurable business outcomes for clients.


• Intellectual Curiosity: A proactive desire to understand client operations and find new ways to define and prove impact.


• Consulting Mindset: Poised, professional, and capable of managing client expectations and navigating complex organizational dynamics.

To qualify for the role, you must have

• Proven experience in enterprise function consulting and design & enablement of framework/ normative models


• Strong experience in process and methodology improvement leveraging any of these Six Sigma (preferred), data visualization tools (PBI, etc.), CRM/ERP systems (SAP, Salesforce, etc.) frameworks


• Expertise in root cause analysis and value definition


• Strong analytical skills, quantitative and qualitative benefit analysis


• Experience in stakeholder engagement and governance workshops


• Familiarity with standardized project management methodologies - PMP

Ideally, you’ll also have

• Exceptional capacity for creative thinking and problem identification and resolution.


• Self-driven.


• Keen on detailing and logical reasoning.


• Maintain healthy group dynamics.


• Provide directions to the team based on management directive.


• Capability to engage professionally with individuals from varied cultures and geographic regions.


• Ability to juggle multiple projects/activities simultaneously.


• Establish an atmosphere centred around trust, open dialogue, innovative thinking, and unified teamwork.


• Acknowledge and commemorate both team and individual achievements, as well as outstanding performance.


• Possess robust abilities in presenting, communicating, organizing, multitasking, and managing time effectively.


• Strong networking abilities.

What we look for

• Master’s degree or MBA in business or quantitative discipline


• Certifications are a plus: Six Sigma(preferred), PMP, data visualization tools (Power BI, etc.), CRM/ERP systems knowledge (SAP, Salesforce)


• Analytical and quantitative skills with problem-solving orientation


• Experience with financial modelling (ROI, NPV, IRR)


• Experience with project management & Cost Optimization


• Proficiency in Microsoft Excel and PowerPoint


• Excellent written and verbal communication skills


• Ability to simplify and present complex concepts effectively

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.