EY Senior Manager - Delivery Management TD -FS 

India, Karnataka, Bengaluru 

36680727

Job Name -
Delivery Manager – GDS Consulting

This position will enhance service delivery stability by improving predictability and transparency through integrated governance practices. The goal is to elevate service delivery maturity to "gold standard" levels by applying consistent, industrialized methods and tools. Responsibilities include enabling large-scale industrialization, implementing metrics-driven governance, leveraging AI-powered hyper-automation, and providing early-warning intelligence to engagement partners and account leaders on high-risk engagements.

The responsibilities of the Delivery Manager include, but are not limited to:

• Ensuring the delivery of high-value services to EY clients by implementing standardized methods, tools, and processes.
• Empowering teams with standardized service delivery processes to enhance their competencies.
• Collaborating with Global Client Service Partners (GCSPs), account leaders, and other stakeholders.
• Driving value creation through continuous improvement and the transformation of services, with the ultimate goal of achieving zero surprise delivery, exceptional customer experiences, and fostering a culture of quality and excellence.
• Engaging in client discussions and managing escalations effectively.
• Overseeing delivery governance: Facilitating the development, implementation, and tracking of delivery governance frameworks across regions to ensure consistent practices and adherence to project delivery protocols. Leading the governance review process to ensure that all critical milestones are met and that any project deviations are identified early and managed effectively.

Risk Identification & Management:

• Collaborate with delivery teams and engagement partners to identify operational, financial, and technical risks at various delivery stages.
• Facilitate risk workshops to assess emerging risks and their impact on timelines, budgets, and quality.
• Guide the development of actionable risk mitigation plans to address delivery challenges.

Compliance & Continuous Improvement:

• Ensure compliance with quality management systems (QMS), CMMI, and relevant industry standards.
• Identify and implement process improvements in governance, risk management, and project delivery.
• Capture and share lessons learned from governance reviews for future success.

Performance Monitoring & Reporting:

• Lead governance reporting sessions with regional leaders to track delivery progress and risks.
• Provide real-time visibility into delivery health and escalate issues with actionable recommendations.
• Maintain detailed risk reports and governance dashboards for leadership review.

Client Engagement & Communication:

• Act as the main contact for delivery excellence leaders and stakeholders regarding governance and risks.
• Engage with senior stakeholders to provide insights on governance performance and alignment with business objectives.
• Communicate governance and risk management concepts clearly to both technical and non-technical audiences.

Delivery Enablement & Coaching:

• Support delivery teams with coaching and mentoring in governance processes.
• Foster a culture of accountability and continuous improvement while focusing on timely and budget-compliant results.

Analytical/Decision-Making Responsibilities

• Understand and resolve critical issues related to delivery, finance, contracts, commercial aspects, and client engagement.
• Manage complex operating models involving diverse stakeholders across GDS locations, competencies, member firms, and clients.
• Implement and execute delivery risk management and governance frameworks.
• Provide guidance and define actions to address delivery, contractual, solution, transition, and managed services issues impacting engagement quality and financials.
• Identify critical engagements through predictive risk assessments and mitigation planning.
• Establish action plans to address high-risk engagements by collaborating with global stakeholders, including EY clients.
• Bring an "Outside-In" perspective based on strong client service experience and a process-driven approach.

Education and Experience

• A bachelor’s degree in information systems or engineering and Master's from a reputable business school are required.
• Minimum of 15 years of IT industry experience.
• Strong knowledge of service delivery across various industries.
• Experience working with global client CXOs on contract negotiation, account management, and risk mitigation.
• Exposure to industrialized delivery and client relationship roles in multiple geographies.
• Understanding of the competitive landscape in industrialized processes and AI-enabled technology.
• Hands-on experience in turning around troubled engagements, including financial and customer relationship issues.
• Industry experience in implementing CMMI, ISO, Information/Data Security, contract compliance, SOX, and Malcolm Baldrige excellence models.

Knowledge and Skill Requirements

• Proven experience in Technology Delivery for large-scale, multi-industry, and multi-geography engagements.
• Deep knowledge of end-to-end service delivery, including sales, solutioning, and risk prediction.
• Strong understanding of contracts, engagement financials, and hands-on service delivery in complex engagements.
• Experience in implementing quality frameworks, methodologies, and governance processes.
• Familiarity with industry certifications (ISO, CMM, IS) and change management within EY GDS.
• Visionary in driving organization-wide transformation agendas.
• Implementation of delivery excellence practices across service lines or industry segments.
• Exposure to industry best practices for optimized, no-surprise delivery.
• Experience in global organizations with multiple stakeholders and cross-region collaboration.
• Conflict management skills in driving transformation initiatives.

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