Technology Consulting Ernst & Young AE

The Opportunity

As a Consultant specializing in Service Quality Management or IT Process Improvement, you will be part of a larger engagement team serving one client at a time. You will play a critical role in defining service quality frameworks, overseeing performance metrics, and facilitating process improvement initiatives across IT functions.

Role 1: Service Quality Management

Key Skills:

• A candidate with a strong understanding of SLAs (Service Level Agreements), KPIs (Key Performance Indicators), quality management principles, root cause analysis, knowledge management, and continuous service improvement.
• Define and maintain service quality frameworks, SLAs, and KPIs to ensure optimal service delivery.
• Oversee dashboards and facilitate regular service reviews with stakeholders to assess performance.
• Lead continuous improvement, problem elimination, and quality initiatives to enhance service outcomes.
• Embed customer satisfaction and performance metrics into governance reporting for transparency and accountability.

Role 2: IT Process Improvement

Key Skills:

• Conduct process maturity assessments and align outcomes with recognized frameworks to identify improvement opportunities.
• Design and maintain governance for process documentation and improvement initiatives to ensure consistency and compliance.
• Facilitate change management and adoption across IT functions to drive process enhancements and operational efficiency.

To qualify for the role, you must have:

• A bachelor s or master s degree in a relevant field.
• Approximately 5+ years of related work experience in service quality management and IT process improvement.
• Strong analytical skills with the ability to assess service quality and process maturity.
• Excellent communication skills, with the ability to articulate complex concepts to diverse audiences.
• A proactive approach to problem-solving and a strong desire to learn new technologies and methodologies.

What we look for

Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you ll be a confident leader equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization.