Assistant Director - Service Excellence and IT Service Management

Ernst & Young LLP ( EY India ); Bengaluru; On-site; INR 3,000,000 - 5,600,000; Full time

Job summary

EY India is seeking an Assistant Director of Service Excellence and ITSM-Black Belt to drive service transformation and process improvement across the organization. The role partners with senior leaders to enhance end-to-end performance, efficiency, and customer experience, leveraging Lean/Six Sigma, ITIL, Agile and digital capabilities.

The position focuses on establishing performance frameworks, governance, and continuous improvement across IT services and business processes, with emphasis on

Qualifications

• Bachelor’s or master’s degree in engineering, technology, business, management or related discipline.
• 14+ years’ relevant experience in process/service excellence, transformation or ITSM.
• Experience leading complex, cross-functional and global transformation initiatives.
• Lean Six Sigma Black Belt/Lean Practitioner preferred.
• ITIL 4 Foundation expected; advanced ITIL qualifications advantageous.
• Agile/Scrum and experience with ServiceNow, Power Platform, process mining, automation or AI solutions desirable.

Responsibilities

• Lead service transformation, process excellence and ITSM across business and tech-enabled services.
• Partner with senior stakeholders to improve end-to-end service performance, efficiency and customer experience.
• Establish KPIs, governance and value realization; drive maturity assessments and roadmaps.
• Apply ITIL practices across incident, problem, change, request, knowledge and continual improvement.
• Govern transformation portfolios; facilitate Lean, design thinking and process discovery initiatives.
• Identify opportunities based on business value, customer impact, feasibility and complexity; prioritize initiatives.

Skills

Executive stakeholder management

Change leadership

Strategic thinking

Structured problem solving

Digital & AI mindset

Global collaboration

Service orientation

Data-driven decision making

Education

Bachelor’s/Master’s degree in engineering, technology, business, management or related discipline

Lean Six Sigma Black Belt

ITIL 4 Foundation

Agile/Scrum certification

Advanced ITIL qualifications

Tools

Power Platform

Process mining

Automation

AI solutions

ServiceNow

Job description

Assistant Director-Service Excellence and ITSM-Black Belt -Billing At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Job Summary

The Assistant Director – Service & Process Excellence will lead service transformation, process excellence, continuous improvement and IT service management across business and technology-enabled services. The role will partner with senior stakeholders to improve end-to-end service performance, operational efficiency, customer experience, resilience and value realization, leveraging Lean/Six Sigma, ITIL, Agile, process re-engineering and digital capabilities.

Key Role and Responsibilities

Process & Service Excellence

• Assess end-to-end processes and services to identify performance gaps, waste, control issues and improvement opportunities.
• Design future-state processes focused on simplification, standardization, automation and experience.
• Lead process re-engineering, maturity assessments, RCA and improvement roadmaps.
• Define KPIs, service measures and governance frameworks to track performance and value.

IT Service Management

• Apply ITIL-aligned practices across Incident, Problem, Change, Request, Knowledge, Service Level and Continual Improvement.
• Strengthen service ownership, service catalogues, SLAs/XLAs and governance.
• Drive Problem Management and RCA for recurring or high-impact issues.
• Assess ITSM maturity and identify opportunities to simplify and automate service-management workflows.

Transformation, Digital & Innovation

• Establish and govern continuous improvement and transformation portfolios.
• Facilitate Lean, Design Thinking and process-discovery initiatives.
• Identify and prioritize opportunities based on business value, customer impact, feasibility and complexity.
• Leverage automation, Power Platform, process mining, AI and Copilot to improve service outcomes.

Service Performance & Operating Model

• Establish integrated performance frameworks covering business KPIs, operational KPIs, SLAs and experience measures.
• Translate performance gaps into structured improvement initiatives and track value realization.
• Assess and redesign operating models across people, process, technology, data and governance.
• Define clear service ownership, roles, decision rights and cross-functional governance.

Leadership, Capability & Change

• Partner with senior business, technology and service leaders to drive transformation.
• Build organizational capability across Process Excellence, ITSM, Agile, Digital and AI-enabled improvement.
• Develop reusable frameworks, playbooks, methodologies and communities of practice.
• Lead stakeholder engagement, change adoption and cross-functional decision-making.

Core Skills

• Lean management and variance assessment.
• ITIL 4 & IT Service Management
• Service Design & Operating Model Transformation
• RCA, Process/Service Maturity Assessment
• Performance Management & Value Realization
• Agile & Design Thinking
• Automation, Power Platform, Process Mining, AI & Copilot
• Executive Stakeholder Management & Change Leadership

Qualifications & Experience

• Bachelor’s/master’s degree in engineering, Technology, Business, Management or related discipline.
• 14+ years’ relevant experience in process/service excellence, transformation or ITSM.
• Experience leading complex, cross-functional and global transformation initiatives.
• Lean Six Sigma Black Belt/Lean Practitioner preferred.
• ITIL 4 Foundation expected; advanced ITIL qualifications advantageous.
• Agile/Scrum and experience with ServiceNow, Power Platform, process mining, automation or AI solutions desirable.

Skills and attributes for success

• Strategic thinking
• Transformation leadership
• Structured problem solving
• Service orientation
• Data-driven decision making
• Executive influencing
• Change leadership
• Digital & AI mindset
• Global collaboration

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.

EY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.