Service Excellence Leader - Black Belt (Managed Services)

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.

• • Core TechOps Operating Model Expertise
    o  Strong 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 to work across tools: ITSM + monitoring + automation + dashboards
    o  Drive: Integrated control towers / dashboards / cockpits for real-time insights
    o  Enable visibility into: Predictive insights, early warning signals, and risk trends

Required Skills & Qualifications

• Experience: 15+ years in IT/ITES Managed Services delivery, with at least 5 years in a leadership role.
• Certifications:
  • Six Sigma Black Belt (mandatory)
  • ITIL4 Foundation or higher (preferred)
• Strong knowledge of AI, automation tools, and digital transformation strategies.
• Proven track record in process excellence and service delivery improvement.
• Excellent communication, stakeholder management, and leadership skills.

Preferred Attributes

• Strategic thinker with a passion for operational excellence.
• Ability to influence and lead cross-functional teams.
• Strong analytical and problem-solving skills.
• Experience in automation, AI/ML adoption, and compliance frameworks.